Damaged, Defective or Incorrect Item Policy

Introduction

This policy explains the process for reporting an order that arrives damaged, contains a suspected manufacturing problem, is incomplete or differs materially from the confirmed product specification.

It should be read with the current Shipping & Delivery information, Terms & Conditions, applicable returns and refund information, the Bespoke & Made-to-Order Policy and any product-specific order confirmation.

A product-specific agreement or written resolution may provide additional details for an individual order. Nothing on this page replaces rights that apply under mandatory law.

Inspecting Your Delivery

Inspect the package and product carefully when the order is received. Begin with the outside of the carton or crate, then open it without using a blade or tool in a way that could mark the product.

Check the shipping label, seals, outer packaging, internal supports, protective wrapping, product surface, corners, edges, handles, feet, engraving, accessories and quantity against the order information.

Where practical, photograph the unopened package before moving or discarding any protective material. This creates a clearer record when transit handling needs to be assessed.

1. Photograph the unopened package and shipping label.
2. Check the outer carton or crate for impact, puncture, moisture or crushing.
3. Open the package carefully and preserve each protective layer.
4. Inspect and photograph the complete product before use.

What Counts as Delivery Damage?

Delivery damage is physical harm that appears to have occurred while the packed order was being transported or handled before receipt. The packaging condition and location of the product damage are considered together.

Examples may include cracked or broken stone, fresh chips, detached hardware, serious impact marks, transit scratching, moisture damage or packaging failure accompanied by corresponding product damage.

A marked carton without product damage is not automatically a product claim, but photographs should still be retained when the package shows significant impact or opening.

• Cracked or broken stone
• Chipped edge or corner
• Detached handle, foot or component
• Severe transit scratching or impact marks
• Punctured, crushed or wet packaging with related product damage

What Counts as a Manufacturing Defect?

A manufacturing concern is a problem arising from fabrication or assembly that causes the product to differ materially from the accepted specification or affects reasonable function, stability or finish.

Examples can include an incorrect approved dimension outside any stated tolerance, incorrect shape or edge profile, loose or incorrectly fitted hardware, unstable feet, incorrect engraving, incomplete finishing or another structural fabrication problem.

The assessment compares the delivered product with the published or approved specification, any accepted drawings and the characteristics reasonably expected from the selected natural material.

• Incorrect approved dimensions or shape
• Incorrect edge profile or finish
• Loose or incorrectly positioned handle
• Unstable or incorrectly fitted feet
• Incorrect engraving or personalisation
• Material fabrication issue affecting reasonable use

Natural Stone Characteristics

Marble, travertine, onyx, granite, quartzite, limestone and other natural materials are formed through geological processes. Their colour, mineral structure and pattern are not manufactured to a uniform print.

Veining, colour movement, shade variation, mineral markings, pores, crystalline areas, natural fissure lines and differences from photography or samples may form part of the material character rather than a manufacturing defect.

The review considers whether the concern is an expected natural characteristic, a disclosed material feature, damage or a genuine departure from the confirmed specification.

Incorrect Items

An item may be incorrect when the delivered product, material, size, quantity, finish, edge profile, engraving, handles, feet or other confirmed detail differs from the order record.

Do not use, alter or install the item while the discrepancy is being assessed. Retain the complete package and photograph the item, identifying label and shipping label.

Provide the order reference and explain which confirmed detail was expected. The team may compare the submission with the order, product record, approved quotation or bespoke specification.

Missing Items

A missing-item report may concern a complete product, an accessory, a component, part of a set or an incomplete quantity.

Before reporting, inspect every protective layer, insert and compartment because small components can be secured separately inside the package.

Provide a photograph of all received contents together with the outer package, shipping label, packing information and order reference.

Reporting Timeframes

Report a visible delivery issue as soon as reasonably possible after receipt. Early reporting helps preserve packaging evidence and allows courier or handling records to be reviewed while they remain available.

The applicable reporting period may vary according to the order type, destination, issue category, carrier conditions and any timeframe stated in the order confirmation or applicable returns information.

This page intentionally does not impose a universal number of hours or days. The current verified reporting period must be communicated through the relevant order documentation or database-managed policy content.

Evidence Required

A complete first submission usually allows the team to understand the issue more quickly and reduces repeated requests for basic information.

Provide evidence that shows both context and detail. A close-up alone may not identify the product or location, while a distant image alone may not show the concern clearly.

Do not edit photographs in a way that changes the appearance of the product or packaging. Additional images, video, measurements or a short call may be requested where the original submission is unclear.

• Order or enquiry reference
• Customer name and delivery date
• Issue type and concise explanation
• Photograph of the unopened package when available
• Photograph of the shipping label and outer packaging
• Photograph of internal protective materials
• Full-product photograph and useful close-ups
• Packing slip, product label or identifying information

How to Report an Issue

Use the structured Contact & Consultation form and select the delivery or returns enquiry type. Provide the order number, order email, date received, issue category, message and available evidence.

Where the active customer-support record provides email or WhatsApp, those channels may also be used. The structured form is preferred when photographs, order details and routing information are required.

After submission, retain the product and packaging and avoid repair, use, installation or disposal until instructions are provided.

1. Keep the item and packaging.
2. Gather photographs and order information.
3. Open the order-issue form.
4. Select the relevant issue type.
5. Submit the details and available evidence.
6. Keep the acknowledgement or reference.
7. Follow any review or collection instructions.

Review and Assessment

The review may consider order information, accepted specifications, product and packaging photographs, production records, quality-control information, material characteristics, customer communication and available courier records.

The team may request clearer evidence, measurements, video, return inspection or access to the product when the initial information is incomplete or the cause cannot be reasonably determined from photographs.

Assessment does not predetermine a particular resolution. The outcome depends on the verified issue, product condition, order type, location, feasibility and applicable rights.

Available Resolutions

A verified issue may be addressed through guidance, clarification, repair, restoration, replacement, refund or another reasonable solution. The appropriate outcome depends on the specific facts and is not selected automatically from the issue label alone.

Natural variation or a disclosed material characteristic may require explanation or care guidance rather than product replacement. A fabrication concern may be repairable, while serious transit damage may require replacement or another agreed resolution.

Any proposal will explain the relevant next step, required return or inspection process and information needed from the customer.

Repair or Restoration

Depending on the material and issue, corrective work may include edge refinement, re-polishing, handle refitting, foot replacement, engraving correction or another professional restoration process.

Suitability depends on the location and severity of the concern, the stone type, product design, safety, customer location and the expected visual result after correction.

Natural stone repair may remain subtly visible under some light or viewing angles. No invisible result should be assumed unless expressly confirmed after technical review.

Replacement Products

Where replacement is approved, the specification may need to be reconfirmed before material allocation and production. A comparable stone may be proposed when the original material is no longer available.

The replacement follows a new production, inspection, packaging and dispatch process. Its timing depends on material availability, product complexity, approvals and destination.

Because natural stone is individual, a replacement cannot be expected to reproduce identical veining, colour distribution or mineral movement from the original piece.

Refunds

Refund availability and scope depend on the claim outcome, order type, product condition, any required return or inspection, payment method, bespoke status, agreed terms and applicable legal rights.

A refund should not be assumed before the issue is verified and any required product-return arrangements are completed. The team will explain the applicable process for an approved refund.

Processing timing, payment route, delivery-cost treatment and deductions are not hard-coded on this page and should be confirmed through current database-managed policy content or the individual resolution.

Return Collection

Do not send a heavy or fragile natural-stone product back without return authorisation and packing instructions.

Where collection or return is required, the instructions may address courier collection, customer drop-off, original or replacement packaging, appointment timing, heavy-item handling, documentation and international-return feasibility.

The product should remain protected and available in the condition requested for inspection. Unauthorised shipping can create additional damage or make responsibility harder to assess.

Bespoke and Personalised Orders

Bespoke claims are assessed against the approved dimensions, drawing, material, finish, edge profile, engraving, hardware, quantity and other accepted details.

A natural difference from a photograph or sample is treated differently from a production error, incorrect manufacture, transit damage or material that does not match the approved specification.

Provide the accepted quotation, drawing or proof where relevant. The Bespoke & Made-to-Order Policy explains the approval and natural-variation context in more detail.

Issues Not Covered

An issue may fall outside this policy when it results from normal natural variation, disclosed characteristics, damage after delivery, improper handling, unsuitable cleaning, chemical exposure, abrasion, impact, overloading, unapproved outdoor use, incorrect installation or third-party modification.

Customer-supplied measurements, artwork or specifications that were approved as submitted may also be treated differently from a production error.

Each case should still be described accurately. The team can explain whether care guidance, paid restoration, replacement parts or another non-claim service may be available.

• Expected natural-stone variation
• Damage caused after receipt
• Acidic, abrasive or unsuitable cleaning
• Dropping, impact, overloading or misuse
• Unapproved modification or third-party repair
• Incorrect customer-supplied measurements or artwork
• Normal wear consistent with use

Damage After Delivery

Damage present at delivery or discovered during careful unpacking is assessed differently from damage caused after receipt through use, movement, impact, installation or third-party handling.

If damage is discovered, stop using or moving the product more than necessary, protect the affected area and document the condition promptly.

Explain when and how the concern was noticed. Accurate information helps distinguish transit damage, fabrication concerns and post-delivery events.

Packaging Disposal

Retain the carton or crate, shipping label, protective foam, edge guards, wrapping, inserts and packing slip while an order issue is open.

Packaging can show where force entered the parcel, how the item was supported and whether a component was packed separately.

Dispose of or recycle the materials only after the support team confirms they are no longer needed for review, collection or return.

International Orders

International claims may involve customs inspection, local courier handling, freight partners, destination restrictions, additional documentation and different return or repair feasibility.

The team may consider local professional assessment, replacement, part shipment or another resolution where international collection is disproportionate or unavailable.

Customs charges, destination handling and replacement import treatment depend on the order and destination and are confirmed for the specific case rather than through one universal rule.

Fraudulent or Incomplete Claims

A review may be paused when required information is missing, evidence is materially inconsistent, the product is unavailable for requested inspection or the package has been discarded before a reasonably requested review.

Evidence that has been altered in a misleading way, claims concerning damage caused after delivery or concerns limited to an approved and disclosed characteristic may be declined after assessment.

The purpose of these checks is to reach a fair and evidence-based outcome. The team may invite clarification before making a final decision.

Contact Information

Contact Marble Trays for assistance with delivery damage, suspected manufacturing concerns, missing items, incorrect products, evidence requirements, claim status, repair, replacement, refund or return collection.

Actual email, telephone, WhatsApp, location and available hours are loaded from the current public customer-support contact record rather than duplicated in this policy content.

Include the order reference and use the same customer email associated with the order whenever possible so the correct record can be located.