Damage & Replacement Policy

Immediate reporting requirement

Customers must inspect materials at delivery or collection and report any visible damage, breakage, shortage or incorrect supply immediately, wherever reasonably possible before the receiving vehicle leaves.

Customers should:

1. Record visible concerns on the delivery acknowledgement.
2. Take clear photographs of the materials, packaging and labels.
3. Contact Onlystone immediately by telephone or WhatsApp.
4. Preserve affected goods and packaging for reasonable verification.
5. Provide the invoice or order number.

An unboxing video is recommended where practical, but is not an absolute requirement for exercising statutory rights.

Claims reported after delivery

Immediate reporting is the required operational procedure for visible transit concerns because it helps establish when and how damage occurred.

However, a delayed report does not automatically extinguish a legally valid claim. Concealed damage, latent manufacturing defects and other legally enforceable claims will be reviewed on their merits.

Replacement assessment

Onlystone will verify the product, order records, delivery circumstances and supporting evidence.

A replacement, refund, repair or other appropriate remedy will be provided where required by applicable law or expressly approved under the relevant commercial terms.

Exclusions from voluntary replacement

Complimentary replacement is generally not offered for damage caused solely by customer mishandling, improper storage, unsuitable transportation after a valid handover, accidental impact or incorrect installation by independent contractors.

These exclusions do not apply where Onlystone remains legally responsible.

Installation

Customers should inspect products before cutting or fixing. Installation of visibly damaged or incorrect products may complicate investigation and increase avoidable losses.

This does not remove legal remedies for defects that could not reasonably have been identified before installation.

These policies are intended to be read together with your accepted quotation, tax invoice and applicable Indian law.