Damage Policy

Last updated: 01-01-2026

At Navyaceramics (Legal Entity: ARTNSTONES), we take every precaution to ensure safe handling and delivery of our products. This Damage Policy explains how damaged goods are identified, reported, and resolved.

This policy applies exclusively to tiles (wall & floor), stone cladding, brick cladding, pebbles, installation accessories, designer basins, and kitchen sinks.

Product Disclaimer

Due to the fragile nature of ceramic and stone products, minor transit damage of up to 2–3% of total order quantity may occur during handling and transportation. Such minor damage is considered industry-standard and may be utilized for skirting or cutting purposes.

If damage exceeds this threshold, customers are eligible to raise a complaint as outlined below.

Inspection at Delivery (Important)

Customers are strongly advised to inspect all products at the time of delivery.

For designer basins and kitchen sinks, approval or rejection must be communicated immediately to the delivery personnel.
Any visible damage must be reported before installation or usage.

Failure to inspect products at delivery may affect eligibility for replacement or refund.

Definition of Damages

Damages include, but are not limited to:

Breakage exceeding 2–3% of the order quantity during transit
Visible cracks, chips, or hairline fractures
Incorrect product, design, color, or finish delivered
Manufacturing defects such as surface pores or deformities
Any physical defect affecting product usability

Replacement / Resolution Process

To raise a damage complaint, customers must contact us within 48 hours of delivery via email, WhatsApp, or phone and provide:

Clear photos and/or videos of the damaged product
Order number
Product name, design, and color
Description of the issue

Upon receiving the complaint:

Our team will review the evidence
A site inspection may be arranged if required
An appropriate resolution will be offered

Resolution Options

Based on inspection and verification, one of the following resolutions may be provided:

Replacement of damaged product(s)
Refund (partial or full) if replacement is not feasible
Store credit or alternate resolution (where applicable)

Final resolution is determined after inspection and approval.

Replacement Eligibility Conditions

A claim will be considered valid only if:

Damage is reported within the defined timeframe
Visual evidence is submitted
Products are unused, uninstalled, and unaltered

Exclusions (Not Eligible for Claims)

Claims will not be accepted for:

Damage caused due to mishandling after delivery
Products that are installed, cut, or used
Claims raised after the allowed reporting period
Improper installation, grouting errors, or maintenance issues
Normal wear and tear
Lighting-based color perception differences
Natural batch or shade variation
Customer measurement or quantity errors

Batch Variation Disclaimer

Batch variation refers to natural differences in shade or tone between production batches. This is common in tile manufacturing, especially for full-body vitrified tiles.

To minimize variation, customers are advised to place their entire order at once.

Batch variation does not qualify as damage or defect.

Warranty Terms

Tiles, stone cladding, brick cladding:
Claims must be reported before installation. Installation must stop immediately if a defect is noticed.
Washbasins: No warranty unless explicitly mentioned.
Kitchen sinks: Covered under manufacturer warranty (where applicable). We assist in coordination with the manufacturer.

Samples Policy

All samples are chargeable and non-refundable.

Important Notes

Navyaceramics is not responsible for shortages due to incorrect measurements provided by customers.
Exchanges or quantity modifications are not permitted once the order is placed.
Customers are advised to verify all specifications before ordering.