Our Commitment to Quality

At Icestone Ceramica, we are committed to delivering premium-quality tiles and surface solutions with the highest standards of care and quality control. However, tiles and related products are classified as fragile materials, and despite careful packaging and transportation procedures, minor transit damage may occasionally occur.

This Damage Policy explains what qualifies as damage, how to report it, and how we assess and resolve valid claims.

Inspection Upon Delivery

Customers are strongly advised to inspect all products immediately upon delivery and before installation.

Upon receiving your order, please:

• Verify the number of boxes received against your order confirmation.
• Inspect the packaging for visible signs of damage.
• Open and inspect a representative sample of tiles or products.
• Check for cracks, chips, breakage, incorrect designs, colors, finishes, or visible defects.
• Take photographs and videos of any damaged products and packaging.

Any damage concerns should be reported within 24 hours of delivery.

Industry Standard Breakage Allowance

Due to the fragile nature of ceramic, porcelain, vitrified tiles, slabs, and surface materials, a breakage rate of approximately 2–3% is considered an acceptable industry standard during transportation and handling.

Minor breakages within this range are generally suitable for cuts, skirting, edge finishing, or installation adjustments and shall not be considered grounds for replacement.

What Qualifies as Damage

A damage claim may be considered valid if any of the following conditions apply:

• Breakage exceeding 2–3% of the total delivered quantity.
• Visible cracks, chips, or damage affecting product usability.
• Incorrect product delivered compared to the confirmed order.
• Incorrect color, finish, design, or size supplied.
• Manufacturing defects that significantly affect product appearance or performance.
• Broken corners or physical defects that render the product unusable.

All claims must be supported by clear photographs and videos.

How to Report Damage

To submit a damage claim, please provide the following information:

• Customer name
• Order number or invoice number
• Clear photographs and videos of the damaged products
• Photographs of packaging and product labels
• Approximate quantity affected
• Brief description of the issue

Damage claims may be submitted through:

Email: info@icestoneceramica.com

Phone / WhatsApp: +91 XXXXX XXXXX

What Is Not Covered

The following situations shall not qualify for replacement, refund, or compensation:

• Claims reported after 24 hours of delivery.
• Products that have already been installed, cut, altered, or used.
• Minor shade, color, texture, or finish variations resulting from lighting conditions or digital display differences.
• Normal manufacturing tolerances in size, texture, or appearance.
• Damage caused by improper storage, handling, transportation, or site conditions after delivery.
• Damage resulting from incorrect installation practices.
• Chemical damage, misuse, negligence, or improper maintenance.
• Normal wear and tear over time.
• Batch variation between separate orders placed at different times.

Batch Variation

Tiles and surface materials are manufactured in production batches. Minor differences in shade, texture, color, and finish may naturally occur between batches.

To maintain consistency throughout a project, customers are strongly advised to place complete project requirements in a single order whenever possible.

Batch variation is a natural manufacturing characteristic and shall not be considered a product defect.

Warranty

Customers must inspect products thoroughly before installation.

No complaints regarding physical condition, shade variation, design variation, finish variation, or visible defects will be accepted after installation has commenced or been completed.

If any issue is identified, installation must be stopped immediately and reported to Icestone Ceramica for evaluation.

Certain third-party products may carry manufacturer warranties. Such warranties shall be governed by the respective manufacturer’s terms and conditions.

Samples

All product samples are provided for reference purposes only and are non-refundable.

Due to batch variation and manufacturing processes, slight differences may occur between samples and final delivered products.

Replacement Policy

Icestone Ceramica evaluates all genuine damage complaints carefully and fairly.

Upon receiving a valid damage claim, our team may:

• Review submitted photographs and videos.
• Request additional information.
• Arrange a site inspection when required.
• Assess the issue internally.

Where a claim is determined to be valid, Icestone Ceramica may provide an appropriate resolution, including product replacement where applicable.

Contact Us

For any damage-related concerns, please contact us:

Email: contact@icestoneceramica.com

Phone / WhatsApp: +91 99132 96998