Warranty & Craftsmanship Guarantee

Introduction

This Warranty & Craftsmanship Guarantee explains how Marble Trays reviews eligible concerns relating to fabrication, assembly or finishing quality in products supplied by the business.

It should be read with the Terms & Conditions, Shipping & Delivery information, the Damaged, Defective or Incorrect Item Policy, the Returns & Refund information, the Bespoke & Made-to-Order Policy and relevant product-care guidance.

A product-specific order confirmation, quotation or written agreement may contain additional terms. Nothing on this page removes rights that apply under mandatory law.

Our Craftsmanship Standard

Natural-stone products are reviewed according to the confirmed material, dimensions, shape, edge treatment, surface finish, hardware, engraving and intended product configuration.

Quality review may include material verification, dimensional checks, edge and surface inspection, handle or foot alignment, product stability, cleaning and packaging suitability.

Because stone characteristics and hand-finishing requirements vary from piece to piece, the review focuses on whether the finished product reasonably matches the confirmed specification and intended function.

Products Covered

Coverage may apply to eligible Marble Trays products supplied as standard, made-to-order, bespoke, matching accessory, commercial presentation or hospitality pieces when the relevant order record confirms eligibility.

Samples, display pieces, clearance products, seconds, third-party products or items sold with a disclosed existing condition may have different or limited coverage stated at the time of sale.

The order record, product description and any written quotation remain the primary sources for confirming whether a particular product is covered.

• Coffee-table, vanity, perfume, candle, jewellery, serving and decorative trays
• Eligible bespoke trays and matching stone accessories
• Commercial presentation pieces and hospitality products when confirmed
• Products excluded or limited by a disclosed sale condition are assessed under that disclosure

Warranty Period

The applicable coverage period, commencement date and any category-specific conditions are determined by the product record, order confirmation, quotation, commercial agreement or other written terms supplied for the order.

Coverage may begin from delivery, collection, installation or another confirmed milestone. Standard, bespoke, repaired, replacement and commercial products may be subject to different periods or conditions.

Proof of purchase and the original order details may be required. This page intentionally does not publish a universal number of months or years where the applicable period depends on the order.

What the Guarantee Covers

The guarantee may cover a verified craftsmanship concern where fabrication, assembly or finishing differs materially from the confirmed specification or affects reasonable function, stability or intended finish.

Potentially eligible concerns can include approved dimensions outside a stated tolerance, an incorrect shape or edge profile, incomplete finishing, loose or misaligned hardware, unstable feet, incorrect engraving or another workmanship issue supported by the order record.

A visible difference is not automatically a covered concern. The assessment distinguishes craftsmanship from natural material variation, reasonable tolerance, disclosed product characteristics, delivery damage and damage caused after receipt.

• Fabrication quality and approved dimensions
• Shape, edge profile and surface finishing
• Handle, foot or component attachment
• Product stability and assembly
• Engraving execution and approved placement
• Workmanship that materially differs from an accepted specification

Manufacturing and Fabrication Concerns

Fabrication concerns may include an incorrect approved dimension, shape, material, edge profile, component position, quantity or configuration when the delivered product materially differs from the accepted order specification.

Structural weakness caused by fabrication, or a product that does not match an approved drawing, may require assessment. The review considers any written tolerance, material behaviour and practical function.

Natural stone is not manufactured to absolute uniformity, so dimensional and visual assessment is made against the confirmed specification rather than against an expectation of factory-identical pieces.

Finishing and Assembly Concerns

Finishing and assembly concerns can include loose handles, loose or unstable feet, unintentionally unfinished areas, an incorrect finish, misaligned hardware, incorrect engraving placement or a sharp unfinished edge not forming part of the design.

The concern should be documented before unauthorised repair or alteration. Photographs showing the complete product and the specific area help the team determine whether assessment, care guidance or corrective work is appropriate.

Small differences produced by hand finishing are evaluated against reasonable craftsmanship standards, material behaviour and the product’s intended appearance.

Natural Stone Characteristics

Marble, travertine, onyx, granite, quartzite, limestone and other natural stones are formed through geological processes and do not have the uniform appearance of a printed manufactured surface.

Veining, shade variation, colour movement, mineral markings, crystalline areas, natural pores, fossil or mineral inclusions, small natural fissure lines, background-tone changes and differences from photography or samples may form part of the selected material.

Matching pieces can share the same material family while still showing different vein placement or colour distribution. These characteristics are not automatically evidence of poor craftsmanship.

Reasonable Craftsmanship Tolerances

Natural material behaviour and hand-finishing processes can produce small differences in dimensions, thickness, weight, edge formation, hardware alignment, vein placement and surface appearance.

Any numeric tolerance must come from a confirmed drawing, quotation, technical specification or product record. The template does not impose an unverified universal millimetre tolerance.

The assessment considers whether a difference remains within the confirmed or reasonable expectation for the material and whether it affects intended use, stability or appearance materially.

Bespoke and Made-to-Order Products

Bespoke and made-to-order products are assessed against the approved dimensions, drawing, material, shape, edge profile, finish, handles, feet, engraving, quantity and other written specifications.

The review distinguishes an approved customer specification from natural material variation, reasonable fabrication tolerance, incorrect production, delivery damage and damage caused after receipt.

Digital previews, photographs and samples guide specification and proportion but cannot reproduce the final stone’s precise veining, shade or pattern distribution.

What Is Not Covered

Coverage does not normally extend to issues caused by use, handling, installation, environment, cleaning, storage, unauthorised modification or another event occurring after the product has been supplied, unless mandatory rights or a written agreement provide otherwise.

Natural stone variation, disclosed material characteristics, normal wear, accidental impact, dropping, scratching caused by use, acid or chemical damage, abrasive cleaning, incorrect sealing, heat exposure, overloading, improper installation and unapproved outdoor use may fall outside craftsmanship coverage.

Customer-supplied incorrect measurements, third-party repair, customer-organised transport damage and failure to follow product-care guidance are reviewed separately from original fabrication quality.

• Natural material variation and disclosed characteristics
• Normal wear, impact, dropping or scratching after delivery
• Acid, chemical, abrasive, heat or moisture damage caused by use
• Improper installation, storage, overloading or unapproved environment
• Customer or third-party modification and unauthorised repair
• Incorrect customer-supplied measurements or specifications

Product Care Responsibilities

Customers should follow the care instructions supplied for the product and material. Care practices can affect the surface finish, sealing, hardware and long-term appearance.

Use suitable pH-neutral products, avoid acidic or highly alkaline chemicals, avoid abrasive pads, clean spills promptly, lift rather than drag the product and protect it from impact or overloading.

Indoor or outdoor suitability, sealing requirements and exposure limitations depend on the material and finish. Contact the team when the intended use is uncertain.

Damage Caused After Delivery

A craftsmanship concern present when the product is supplied is assessed differently from transit damage, damage during unpacking, impact after receipt, installation damage, misuse, unsuitable cleaning or third-party handling.

Stop using the product when continued use could worsen the concern or create a safety issue. Record when the issue was first noticed and how the product had been used, moved, installed and cleaned.

Delivery-related damage should be reported through the order-issue process so packaging and courier evidence can be reviewed.

Commercial and Hospitality Use

Products used in hotels, restaurants, retail, offices, events, commercial displays, rentals, staging or other high-frequency environments may be subject to different usage conditions, maintenance responsibilities and coverage terms.

Commercial coverage is determined by the quotation, project specification or written agreement. Household-use assumptions should not be applied automatically to a commercial product.

Assessment may consider frequency of handling, staff use, cleaning systems, loading, installation, environment and whether the product was used within the confirmed application.

How to Request Warranty Support

Use the structured Contact & Consultation form and identify the request as warranty or craftsmanship support. Include the order reference and use the customer email connected with the order whenever possible.

Stop using the product when appropriate, photograph the complete item and the specific concern, retain the product and submit a concise explanation of what differs from the confirmed specification.

Available channels depend on the active public support contact. The structured form is preferred when files, order details or bespoke specifications need to be reviewed.

1. Locate the order or enquiry reference.
2. Stop using the product where continued use may worsen the concern.
3. Photograph the complete product and useful close-up details.
4. Open the Contact & Consultation form and select the closest enquiry type.
5. Submit the order details, description and supporting evidence.
6. Retain the product until assessment instructions are provided.

Evidence Required

Useful evidence allows the team to compare the delivered product with the order record, published specification, approved bespoke drawing and material expectations.

Depending on the concern, the team may request additional photographs, video, proof of purchase, delivery details, product location, care information or previous communication.

Do not arrange a repair, return or disposal before instructions are provided where the product may need to be inspected.

• Order or enquiry reference and customer details
• Product name, purchase date and delivery date when available
• Clear full-product photographs from useful angles
• Close-up photographs of the specific concern
• Video showing movement, instability or loose hardware when relevant
• Approved drawing or quotation for bespoke work
• Care, installation and product-location information
• Previous communication connected with the request

Assessment Process

The assessment may compare product photographs, order details, product specifications, approved bespoke drawings, material records, production notes, quality-control records, delivery information, care information and previous communication.

Additional photographs, video, return, local inspection, workshop assessment or third-party evaluation may be requested when the original evidence does not establish the nature or cause of the concern.

The result considers whether the matter is a natural characteristic, reasonable tolerance, care issue, delivery issue, post-delivery damage or verified craftsmanship concern.

Available Resolutions

The appropriate response depends on the verified concern, material, product design, location, feasibility and applicable order or legal terms. Customers cannot automatically select any particular resolution before assessment.

Possible outcomes may include material or care clarification, technical guidance, repair, restoration, replacement, refund or another suitable remedy where applicable.

A proposed resolution may require the product to be available for inspection, collection, local assessment or return before the request can be completed.

Repairs and Restoration

Corrective work may include edge refinishing, re-polishing, handle refitting, foot replacement, engraving correction, surface restoration, stability adjustment or hardware adjustment.

Feasibility depends on the stone, issue location, design, safety, product location and expected visual outcome. A repair cannot always be made visually invisible, and natural veining will remain part of the product.

International or remote requests may require a local repair assessment when return transport is impractical. No repair should be arranged without written approval when reimbursement or coverage is expected.

Replacement Products

A replacement may require new production, renewed material selection, reconfirmation of bespoke specifications, quality inspection, packaging and dispatch.

Production and delivery estimates may apply. The team will explain the practical next step after the original issue and replacement feasibility have been reviewed.

The replacement will follow the confirmed material and specification, but natural stone cannot reproduce the original piece’s exact veining, shade or pattern.

Shipping and Collection

Do not ship or return a heavy natural-stone product without written instructions. The team will explain whether collection, customer return, local inspection, authorised repair or another arrangement applies.

Packaging, handling, collection appointment, courier service, international feasibility and any applicable cost responsibility depend on the verified outcome, destination and order terms.

Original packaging should be retained when practical because it may be needed for safe collection or return.

Transferability and Proof of Purchase

Proof of purchase, order reference or other reliable evidence may be required to confirm the product, purchaser, specification and applicable coverage.

Whether coverage transfers to a gift recipient, subsequent owner or commercial successor depends on the order terms or written policy applicable to the product.

The page does not impose an unverified universal transfer rule. Contact support with the available order information when ownership or proof of purchase is unclear.

Contact Information

Contact the active Marble Trays support team for help with craftsmanship concerns, loose hardware, finishing questions, product stability, approved specifications, coverage eligibility or the progress of an existing request.

Use the same customer email and include the order or enquiry reference where possible. This helps the team locate the correct product and specification efficiently.

Public email, telephone, WhatsApp, location and business hours displayed on the page are loaded from the current business contact records rather than duplicated in policy content.