Accounting For Waste In Your Order
Due to the nature of the laying process, cuts will always need to be made to slabs to fit around drain covers, into corners or simply to fit the slabs into your space without compromising your design. This will always result in some wastage in off-cuts and we always advise ordering an additional 10-15% to account for this, as well as any laying mishaps and natural variations that you’d prefer not to use.
We offer this advice to help prevent any delays to your project. Allowing yourself some extras will also prevent you from needing to place a top-up order which will typically incur a handling fee.
Breakages In Transit
If any breakages have occurred in transit, there is no cause for concern as we have a simple claims procedure in place to ensure that you are covered for any damage noted upon delivery that affects over 5% of your order.
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 broken or 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.
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. If you do have any breakages in transit, we have a simple claims procedure which you’ll find below.
To submit a claim, please ensure that your goods were signed for as ‘Damaged’, as per our advice on Accepting Your Delivery, and provide the following information within 72 hours of accepting delivery via email to [email protected].
- Good quality images which clearly show the breakages. Include the whole slab(s) and show the front & back.
- A maximum of 2 slabs per photo.
- An accurate count up of how many slabs have been affected, including the dimensions of each slab.
- Finally, be sure to add your order number to the email.
Only once we have all of this information, can we move forward with a claim. If successful, we will process a refund for any damages which affect over 5% of your order.
We cannot process a claim for damages after this 72 hour period or if the delivery note is not signed as “Damaged” and can only accept one claim per consignment.
A claim is not submitted until all of this information is provided and please note that our policy is to issue a refund for any successful claims. We do not offer free replacements.
Minor marks to the surface, underside, edge or corner of a slab can occur when handling or during transportation. These will not affect the performance of the slab and cannot be claimed for.
Always be sure to accept delivery of the full materials needed before your project starts. This will allow you time to check for breakages 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.
Any damaged goods are to be re-secured to a pallet and returned before we can proceed with your refund. Please contact us for the correct return address before proceeding.
Any refund due will be processed as soon as possible and once actioned in line with our Refunds Policy and will typically take 2-5 days to appear in your account, depending on your bank.
We are unable to offer any refunds for breakages in transit on orders which the customer has collected/arranged to have collected by a third party.