Waste & Damage

Whilst every effort is taken to ensure that each crate is packed safely and securely, damages can occur in transit, so please be sure that you have the full amount of useable goods on-site before booking in any tradespersons or starting your project. This will allow you time to check for damage and raise a claim before your project starts and will avoid any damages holding up work. Nustone cannot be held liable for any situations outside of our control, such as agreements or contracts between the customer and their contractor.

We will issue a refund to the total value of the goods damaged for a successful claim. Please note that we do not offer free replacements.

You will find all the details you need on how to check and sign for your goods on our Delivery Information Page under ‘Accepting Your Delivery’. We advise our customers to read over all of this information ahead of accepting the delivery and you will find links to this information on your order invoice, dispatch email and the follow-up email that you will receive 24 hours after dispatch.

Any slabs which are damaged can typically be used for offcuts and we recommend using any such slabs in a way where any damaged portion is discarded. This allows you to use the maximum amount of stone possible without laying anything that could be unsuitable.

Chips to the edges or corners of a slab can occur when unpacking crates or during transportation. These cannot be claimed for. Chips to any corners will not affect the performance of the slab and are typically concealed once the patio has been pointed.

We are unable to accept claims for orders that the customer has collected or arranged to have collected by a third party, and will not refund or replace any slabs which fall under the minimum 5% of acceptable loss.

Damage claims for orders which do not meet the minimum weight requirement cannot be accepted. See our FAQs for minimum weight requirements.

If you do have any damages which have been noted at the time of accepting your delivery, please follow our claims procedure below.

One claim can be submitted per order, so please ensure that each instance of damage is reported within a single claim.

Please ensure that your goods were signed for as ‘damaged’, as per our advice on Accepting Your Delivery, and complete the form below within 3 days of accepting delivery. We cannot process a claim for damages after these 3 days or if the delivery note/POD was not signed as ‘damaged’.

When submitting a claim, please provide clear images of the entire crate or pallet, focusing on any damage to the slabs within the crate, as well as individual images of each damaged slab.