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1. Problems found before you pay the balance
This is where most issues are caught. If the broker's report doesn't match the listing or the accepted quote — quantity, dimensions, thickness, finish, shade/batch for tiles, cracks or chips — you choose:
- Full refund of everything you've paid, including the inspection fee; or
- The seller's adjustment — a lower price, a corrected quantity, or replacement slabs/boxes, which the broker re-checks.
Nothing has shipped yet, so there's no return freight and no restocking fee.
2. Damage in transit
- Inspect the delivery before signing. Note any visible damage (broken A-frames, crushed boxes, wet or torn packing) on the delivery note and photograph it.
- Report it within 48 hours of delivery with photos of the damaged pieces, the packing and the shade/batch labels. After 48 hours we review claims case by case, because damage can also happen during unloading or storage.
- Every QwikStone shipment is insured door to door. We file the claim with the insurer and carrier for you — you don't wait for the insurer to pay you.
- Tiles: breakage up to 1% of the boxes is within the normal packing allowance. Above 1%, the broken quantity is refunded or replaced from the same batch.
- Slabs: a cracked or broken slab is refunded at its share of the order value, or replaced by the seller where matching stock exists. A broken slab often still has usable pieces — keep it until we confirm; if you want to keep and use it, we agree a partial refund instead.
3. Wrong or short delivery
If the delivered material, quantity or number of boxes doesn't match the verified report and the packing list, report it within 48 hours with photos of the labels and a count. Shortages are refunded at the order price or shipped with the seller's next container at their cost. Wrong material is collected or credited at the seller's cost.
4. Change of mind
Because stone and tiles are heavy and verified before shipping, change-of-mind returns are limited:
| Item | Can it be returned? |
|---|---|
| Unused, uncut ready stock (full slabs, sealed tile boxes) | Yes, within 7 days of delivery, in the original packing. A 15% restocking fee and the return freight are deducted. |
| Cut-to-size pieces, custom finishes, special orders and RFQ items that matched the verified report | No — they're made for you. |
| Stock that has been cut, installed, sealed or processed | No. |
| Machinery and tools | Unused and in original packing, within 7 days; 10% restocking fee and freight. Installed machines are covered by the manufacturer's warranty instead. |
| Before the broker visit | Cancel for a refund of the deposit, less any payment-processing fee. |
5. How we keep losses small (for buyers and sellers)
Returning a container of stone across an ocean usually costs more than the stone. So we work in this order:
- Prevent: broker verification before the balance, packing standards (fumigated A-frames for slabs, strapped pallets for tiles, foam between polished faces), photos at loading, and transit insurance on every shipment.
- Credit, don't ship back: for damage, shortages and minor differences we refund or credit the affected part rather than moving stock again. You keep the rest of the order.
- Use what's usable: broken slabs often still yield steps, sills or vanity tops. If you can use them, we agree a fair partial refund instead of a write-off.
- Resell locally: for change-of-mind returns we first try to resell the stock to stores near you through QwikStone (“Stores near you are buying”). If it sells, you only pay the restocking fee — no return freight.
- Return as a last resort: only when none of the above works, stock goes back to the seller or to a QwikStone hub.
Who pays depends on the cause: the seller for discrepancies, wrong items and packing failures; the insurer for transit damage; the buyer for change of mind.
6. Refund timing
| Payment method | Time after approval |
|---|---|
| Card | 5–7 working days |
| UPI | 1–3 working days |
| Bank transfer / SEPA / ACH | 3–5 working days |
| Pix (Brazil) | 1–2 days |
| QwikStone credit | Immediately — use it on any order |
Refunds are paid in the currency you paid in. If a refund is caused by the seller or a failed verification, we absorb any exchange-rate difference.
7. What you'll need
- Your order number (the claim form picks it for you).
- Photos: the damaged or wrong pieces, the packing, the shade/batch or slab numbers, and the delivery note.
- For short deliveries: a count of slabs or boxes against the packing list.
8. Disputes
If you disagree with our decision, reply on the return ticket within 14 days. A senior team member reviews the broker report, loading photos and your evidence again, usually within 5 working days. This doesn't affect your statutory rights.
Returns are handled by Qwikstone Technologies Private Limited on behalf of the sellers on QwikStone. See also our Terms of use.