Damage Policy
Damage Policy
Disclaimer
This policy applies exclusively to tiles (both wall and floor), stone cladding, brick cladding, pebbles, installation accessories, designer basins, and kitchen sinks. Given the fragile nature of these products, minor damage during handling and shipping is expected—typically around 2-3% of the order quantity. Such damaged pieces may be repurposed for skirting after cutting. If damages exceed this threshold, please contact our customer care team to initiate a replacement request.
For sinks and decorative basins, we urge customers to carefully inspect the items upon delivery. Approval or rejection must be communicated directly to the delivery personnel, who will coordinate any necessary replacements promptly.
Currently, Navyaceramics processes replacements only for damaged goods as defined below.
Please note the following important points that must be adhered to in order to qualify for replacement:
- Navyaceramics is not liable for any shortages. We strongly advise you to verify all measurements and surface conditions before placing your order.
- Exchanges or modifications to the product quantity are not permissible once an order has been placed.
Definition of Damages
Damages include, but are not limited to, the following:
- Breakage exceeding 2-3% of the order during shipping or handling
- Visible damage such as cracks or hairline fractures on the product surface
- Delivery of a different color, design, finish, or texture than originally ordered
- Visible manufacturing defects, such as pores on tile surfaces
- Any other physical defects or issues with the product
If you notice any damage upon delivery, please notify us immediately.
Replacement and Complaint Resolution Process
To request a replacement, submit your claim via the “Profile Orders” section on our website or contact us through WhatsApp, email, or phone. Please include:
- Clear images and videos of the damaged product(s)
- Your order number for reference
- Details of the issue(s) encountered
- Product name, design, and color
Navyaceramics is fully committed to addressing all legitimate damage complaints. Despite rigorous quality checks before shipment, unforeseen issues may arise during transit. Upon receiving your complaint, our team will promptly respond and may arrange a site inspection by one of our executives. Based on their assessment, we will determine the appropriate course of action and keep you updated accordingly.
Replacement Eligibility
Valid grounds for replacement requests include:
- Submission of clear visual evidence (images/videos) at the time of claim
- Meeting the damage criteria outlined above
Exclusions include:
- Damage due to mishandling or improper treatment of packaging by the customer
- Claims submitted after the replacement request period has expired
- Damage caused by improper use, installation errors, or negligent maintenance
- Differences in color due to lighting conditions or aesthetic preferences
- Normal wear and tear or deterioration over time
- Grouting mistakes or installation-related damages
- Variations in size or color within normal batch tolerances
Batch Variation
Batch variation refers to the natural differences in color and tone that occur even when production protocols are strictly followed. This is common in tile manufacturing, particularly with full-body vitrified tiles. To minimize inconsistencies, we recommend placing your entire order at once, so your products are shipped from the same batch.
Warranty Terms
- For tiles, stone cladding, and brick cladding, complaints are not accepted after installation. Please report any technical issues prior to installation. Installation should be halted immediately upon noticing any concerns.
- A Navyaceramics representative will conduct a site inspection to evaluate reported issues and proceed with replacement if warranted.
- Washbasins are not covered under warranty.
- Kitchen sinks are subject to the warranty terms provided by the manufacturer. We will assist you in contacting the manufacturer as needed. Please check product specifications for warranty coverage and duration.
Samples Policy
All samples ordered are chargeable and non-refundable.
Refund Policy
At present, Navyaceramics operates a replacement-only policy for damaged products. We do not offer refunds due to the fragile nature of the products and stringent quality standards in place. However, understanding the possibility of human error, we maintain a robust replacement process to ensure client satisfaction.
Contact Information
As a small business, we greatly value your feedback and suggestions, which help us improve our services. For any queries, observations, or requests, please reach out to us via email, phone, or WhatsApp:
Email: artnstones001@gmail.com
Phone/WhatsApp: +91 8058624415