This policy governs material supplied by Anantay Exports Pvt. Ltd., trading as Stoneza, against an accepted quotation, proforma invoice or purchase order. It sits alongside our Terms of Supply, which are issued with every quotation and proforma invoice. Where the two differ, the Terms of Supply attached to your order prevail.
Stoneza does not operate an online checkout. Nothing on this website constitutes a sale. Every order is formed by a written quotation, your written acceptance and payment of the agreed advance.
The short version
Inspect the material when it is unloaded, before anything is cut, laid or fixed. Raise anything wrong within seven days of delivery, with photographs and your invoice number. We will replace, make good or issue credit. Once stone has been fixed, it is deemed accepted.
Natural stone is quarried, not manufactured. Colour, veining, grain, density of marking and surface texture vary between blocks, between beds and between seasons of extraction. This variation is the material's defining characteristic and is expressly not a ground for rejection, return or refund.
The following are inherent to natural stone and are accepted by you at the point of order:
- Shade and tone variation within a lot, between lots and against a sample, photograph or screen rendering.
- Natural inclusions and markings known in the trade as chilar, makkhi, patta and pinholes, where present within the grade supplied.
- Veining, banding and mineral streaking, including changes in direction and intensity across a run.
- Darkening when wet and the return to original tone on drying.
- Efflorescence and initial weathering, which are a function of the substrate, bedding mortar and site conditions rather than the stone.
- Dimensional tolerance within the range stated on the quotation or technical datasheet for that product and finish.
Where consistency matters to your project, ask for a full crate for a mock-up panel before production begins. We supply this on larger orders and we would rather you approved a blend on the ground than approved a photograph.
We will investigate and, where the claim is upheld, replace, make good or credit in the following cases:
Situation: Wrong material dispatched — stone, finish, thickness or size does not match the spec code on the accepted quotation
What we need from you: Photographs of the crate marking and the material, plus the invoice number
Situation: Short supply beyond the quantity variation tolerance stated on the accepted quotation
What we need from you: Unloading tally against the packing list, signed by your site representative
Situation: Defect outside the agreed grade — structural cracking, through fractures or contamination not attributable to transit or handling
What we need from you: Photographs of the affected pieces in the crate, before unpacking where possible
Situation: Breakage in transit on consignments dispatched on our insured-transit terms
What we need from you: Damage noted on the lorry receipt at the time of unloading, plus photographs of the load in situ before it is moved
- Any material that has been cut, drilled, chemically treated, sealed, laid, fixed or otherwise processed. Fixing constitutes acceptance of the material as delivered.
- Shade, texture or marking variation as described in section 02.
- Damage arising after unloading — site handling, stacking, plant movement, contamination by mortar, grout, acid, paint or oil.
- Installation-related failure: inadequate substrate preparation, wrong adhesive or bedding, insufficient drainage or falls, absent movement joints, wrong joint width, or fixing carried out against manufacturer or industry practice. The design of the substrate, fixing system and drainage is the responsibility of your architect, structural consultant or contractor.
- Sealing outcomes. We recommend breathable impregnating sealers and advise against film-forming products; the choice, application and reapplication are yours.
- Wastage, cutting loss or breakage during installation. Order allowance for wastage is the buyer's responsibility and is not supplied free of charge.
- Weathering, patination, foot-traffic wear and natural ageing over the life of the surface.
- Material collected ex-works or dispatched on buyer's transport or buyer's risk, once loaded.
- Claims raised outside the window in section 05.
On delivery
Inspect the consignment at the time of unloading, against the packing list. Any visible damage or shortfall must be recorded on the lorry receipt or delivery challan before the vehicle leaves site. A clean signed receipt is taken as confirmation that the consignment arrived complete and undamaged.
Within seven days
All other claims must reach us in writing within seven (7) calendar days of delivery, before any part of the consignment is cut or fixed. Claims received after this period, or after fixing has commenced, cannot be entertained.
Export consignments
For export orders the window is fifteen (15) calendar days from container de-stuffing, and claims must be supported by a survey report where the value exceeds the threshold stated in your contract.
Important
Do not fix disputed material. Fixing stone you have questioned removes our ability to inspect it, removes your remedy, and makes the cost of correction yours. Stop, photograph, and call us.
1. Email sales@stoneza.in with the subject line CLAIM — [invoice number], copying your Stoneza consultant.
2. Include the invoice or proforma number, the STZ spec code, the crate or lot reference, and the quantity affected.
3. Attach photographs: the crate marking, the material in the crate, and at least one wide shot showing the affected quantity in context. Close-ups alone are rarely enough.
4. State what you are asking for — replacement in a subsequent dispatch, making good on site, or credit.
We acknowledge every claim within two working days and give a decision within seven working days of receiving complete information. Where an inspection is required we will tell you within the same period and, on projects of scale, attend site.
Where a claim is upheld, the remedy is at Stoneza's option and will be one of:
- Replacement material supplied free of charge on the next scheduled dispatch to that region, batch-matched to the original lot where the lot reference permits;
- Making good the affected quantity at our works; or
- Credit note against the invoiced value of the affected quantity, adjustable against that order or a future order.
Our liability under any claim is limited to the invoiced value of the affected material. We do not accept liability for installation cost, removal cost, consequential loss, delay, loss of profit or liquidated damages levied elsewhere on the project. Nothing in this clause excludes liability that cannot lawfully be excluded.
Refunds. Because material is cut and finished to order, cash refunds are not issued once a consignment has been dispatched. Upheld claims are settled by replacement, making good or credit.
Stage: Before production begins
Position: Order may be cancelled or amended in writing. Advance is refunded or held against a future order, less any cost already incurred on your behalf.
Stage: After production begins, standard catalogue sizes
Position: Cancellation accepted at our discretion. Material may be restocked; the advance is held as credit rather than refunded.
Stage: Custom-cut, CNC, carved or bespoke-size orders
Position: Non-cancellable and non-returnable once cutting has started. These are made to your drawing and cannot be sold to another buyer.
Stage: After dispatch
Position: Cancellation not available. Freight and handling both ways are payable by the buyer if material is returned by agreement.
Physical samples are supplied free of charge and are indicative of type, not of the exact piece you will receive. A sample shows the character of a stone; it cannot show the full range of a bed. We recommend you ask for samples both wet and dry, because every stone darkens in rain and no photograph shows it.
Samples are not returnable and are not adjusted against invoice value. Approval of a sample is approval of the stone and finish, not a warranty of identical appearance across a project quantity.
This policy is governed by the laws of India. The courts at Bhilwara, Rajasthan have exclusive jurisdiction over any dispute arising from it, subject to any arbitration clause in your Terms of Supply.
We may revise this policy from time to time. The version in force on the date your order was accepted is the version that applies to that order.
Questions on this policy
Talk to a person, not a form
Write to us with your invoice number or enquiry reference and you will get a named person, not a ticket queue.
General & sales
+91 78771 08154
Escalation — Director
Kanishk Ostwal
Registered office
Anantay Exports Pvt. Ltd.
[Street address], Bhilwara,
Rajasthan [PIN], India
Statutory
GSTIN 08AAWCA2095G1Z9
PAN AAWCA2095G
UDYAM-RJ-17-0182591
