Transparency, Trust, and Quality Assurance
At Wonderdawn Tiles and Marbles, we believe that a seamless design journey is built on clear communication and mutual trust. Because we deal in heavy, fragile, and naturally derived materials, we have established the following policies to protect your investment and ensure complete satisfaction from selection to installation.
1. Natural Variation & Product Representation
We celebrate the unique beauty of natural materials. However, it is important to understand the nature of the products you are purchasing:
- Natural Stone & Marble: Marble, granite, and natural stones are products of nature. No two pieces are exactly alike. Variations in color, veining, texture, and shading are inherent and considered part of the stone’s beauty, not defects. Samples provided are indicative of the general characteristics but cannot guarantee an exact match to the final delivered slabs or tiles.
- Manufactured Tiles: While ceramic, porcelain, and vitrified tiles offer more uniformity, slight variations in color, shade, and size (caliber) can occur between different production batches (dye lots). We highly recommend ordering 10% to 15% extra material upfront to account for cuts, waste, and future repairs, ensuring you have matching tiles from the same batch.
2. Shipping, Delivery, and Inspection
Transporting premium surface materials requires care and precision.
- Delivery Method: Standard deliveries are made via third-party freight carriers and are strictly “curbside.” The driver will not bring materials inside your home or job site.
- Inspection Upon Arrival: This is critical. You or your designated representative must be present to inspect the shipment upon delivery.
- Reporting Damage: While we pack our materials meticulously, breakage in transit can occasionally happen. Any visible damage to the packaging or products must be noted on the delivery receipt before signing. Please take clear photographs of the damage and notify our customer service team within 48 hours of delivery to initiate a replacement claim.
3. Returns and Exchanges
We want you to be thrilled with your selection, but we understand that plans change.
- Eligibility: We accept returns on unopened, uninstalled, and undamaged standard materials in their original packaging within 30 days of delivery.
- Restocking Fee: Due to the logistics and labor involved in handling heavy building materials, all eligible returns are subject to a [Insert %, e.g., 20%] restocking fee.
- Return Shipping: The customer is responsible for all return freight costs unless the return is a result of an error on our part (e.g., wrong item shipped).
- Non-Returnable Items: Custom-cut marbles, special order items, clearance materials, and installed products are strictly final sale and cannot be returned or exchanged.
4. Installation & Warranty Acceptance
- Dry Laying Recommended: We strongly advise your installer to “dry lay” the marble or tiles prior to applying any adhesive. This allows you to mix variations from different boxes to achieve a beautifully blended, natural look.
- Installation Constitutes Acceptance: Once a tile or marble slab has been cut, modified, or installed, it is considered accepted by the buyer. We will not accept any claims for visible defects, size variations, or color dissatisfaction after the product has been installed.
- Professional Installation: We highly recommend using licensed and experienced tile setters and stone fabricators. [Company Name] is not liable for damages or product failures resulting from improper installation, incorrect use of adhesives/grouts, or structural issues at the site.
5. Ethical Sourcing & Sustainability Policy
As outlined in our core philosophy, we are committed to doing right by the planet and its people.
- We strictly partner with quarries and manufacturing facilities that comply with local labor laws and prioritize worker safety.
- We actively prioritize suppliers who utilize water recycling systems, energy-efficient kilns, and responsible land-rehabilitation practices post-extraction.
