How to report a problem with an order, and how we put it right.
Contents
01
This policy explains how to raise a claim for natural stone bought through BlokPort and how those claims are handled. Because BlokPort sells to businesses, there is no general right to return goods that are as described simply because you have changed your mind. It forms part of our Terms of Sale.
02
Natural stone is a natural material. Differences in colour, veining, pattern, texture, and finish between pieces, and between a piece and any sample or image, are inherent characteristics and are not grounds for a claim. Nominal dimensions and weights are subject to normal tolerances. We recommend ordering a sample and confirming suitability before placing a larger order.
03
Inspect your order on delivery. Note any visible transit damage or shortage on the delivery documents at the time of delivery, and report all claims to us in writing without undue delay and in any event within the period stated on your order documentation. Claims raised after that period, or after the goods have been cut, processed, installed, or onward-sold, cannot normally be accepted, because the condition of the goods as delivered can no longer be verified.
04
05
Contact us with your order reference and a description of the issue, together with clear photographs of the goods, the packaging, and any damage, and keep the goods and packaging in the condition received until the claim is resolved. We may ask for additional information or arrange an inspection. Please do not cut, process, install, or dispose of goods that are the subject of a claim, as doing so may prevent us from assessing it.
06
Where a claim is accepted, we will, at our option and to the extent permitted by law, replace the affected goods, arrange a suitable repair or remedy, or refund or credit the price of the affected goods. Our liability is limited as set out in the Terms of Sale. Where replacement is offered, lead times for replacement goods are subject to sourcing and shipping in the usual way.
07
Made-to-order, cut-to-size, and specially sourced items cannot be returned unless they are faulty or not as described. Goods that have been cut, processed, sealed, or installed are treated as accepted and cannot be returned.
To raise a claim or ask about this policy, please contact us.
