Waste & Damage

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, accidental damage on-site and natural variations that you’d prefer not to use.

The m² coverage of each product reflects the total area that you can expect to cover using the stone, including the recommended joint widths for spaces between the slabs. This is to help give a realistic figure of the area that the product will cover once laid to help you place your order accurately. The total area coverage of the stone alone can be calculated using slab measurements and quantities.

Damages Policy

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 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. 

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

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. We cannot process a claim for damages after the 72 hour period or if the delivery note/POD was not signed as ‘damaged’.

To submit your claim, please email the following information to [email protected]

  • Good quality clear images detailing the damages to the slabs. Please avoid stacking slabs on top of each other. Please include the whole slab.
  • A Maximum of 2 slabs per image.
  • An accurate count up of how many slabs have been damaged.
  • The dimensions of each slab(s) with damages.
  • Finally, you’ll just need to add your order number to the email.

We aim to resolve claims within 7 working days. Please do not dispose of any damaged goods until your claim has been settled.

For any further information or advice, please contact us on 01206 700 599 or via email at [email protected].

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