Stoneks warranty — the whole chain in the same hands
When the same team measures, manufactures, transports and installs the stone worktop, responsibility is not broken at any point. On this page we explain in plain language what our warranty covers, what it does not cover and what to do if something is not right.
What the warranty means in practice
Our warranty is based on a simple idea: when we control the whole chain ourselves, we can also answer for it ourselves. The measurer visits your home with the laser, the slab is machined at our own factory in Estonia on CNC machines and the same team installs the worktop in place. If a mistake has been made at some point, there is no need to work out whose fault it was — it is ours, and we fix it. Delivery and installation in Finland — 14 working days from drawing approval, and the warranty starts from the installation day.
The warranty is valid when the measurement, transport and installation are carried out by Stoneks. If you order the slab only and install it yourself or through a third party, we are responsible for the manufacturing quality of the slab and its dimensions according to the drawing, but not for the outcome of the installation.
The warranty in brief
Three things worth knowing before ordering.
The warranty covers
Measurement errors, damage arising in transport and the quality of the installation work: joints, fixings, the levelness of the worktop and the position of the cut-outs according to the approved drawings. Also manufacturing defects in the slab from our own factory.
The warranty does not cover
Damage caused by improper use: mechanical impacts and chips, chemical etching from strong cleaning agents for example, or heat damage caused by a hot pan. Nor the natural colour variation of natural stone.
Conditions
The measurement, transport and installation are carried out by Stoneks, the stone surface has been maintained according to our instructions, and any defect is reported to us within a reasonable time with photos. The carcasses and substructures are the customer's responsibility.
Material-specific terms
Quartz and ceramic brands have their own manufacturer warranties, which complement our warranty. We explain the terms for each material along with the quote, so that you know the whole picture before deciding.
What to do if something is not right
Take photos immediately
Photograph the defect found as an overview and a close-up in good light. If it concerns a joint or a dimension, add a tape measure to the photo. Photos speed up the assessment considerably.
Send us a notification
An email to sales@stoneks.com is enough: order number, address, photos and a short description. You can also call +372 56 920 370. We reply within 24 hours on working days.
We assess the case
We go through the photos with the installer and the factory. In most cases we can already tell from the photos whether it is a matter covered by the warranty and how it will be fixed.
We agree a visit
If needed, the same installation team comes to inspect and repair. Polishing, redoing a joint or adjusting a fixing is usually done in one visit.
The slab is replaced if necessary
If the defect is in the slab and cannot be repaired on site, we manufacture a new part at our factory according to the original drawings and install it at our own expense.
Why the care instructions are part of the warranty
Stone is durable, but not indifference-proof. Granite and marble are porous and need occasional sealing; quartz does not withstand prolonged heat or solvents; ceramic tolerates almost anything, but edges chip from impact just like the others. That is why with every installation we provide material-specific care instructions and ask you to follow them — the warranty condition is not a formality but a way of making sure the worktop still looks good years from now.
You will find the compiled instructions at Maintenance and cleaning and suitable products at Maintenance products. If you are not sure whether your worktop will tolerate a particular cleaning agent, ask us before you try. Rule of thumb: pH-neutral detergent, a soft cloth, a trivet under hot items and a chopping board under the knife. That is enough for most everyday situations.
Frequently asked questions
How long is the warranty on a stone worktop?
The Stoneks warranty covers measurement, transport and installation, and its exact period of validity is stated in the quote and the order confirmation. Quartz and ceramic brands also have the manufacturer's own warranty, which is often longer than the installation warranty. Ask us and we will tell you material by material.
Is a cracked joint covered by the warranty?
If the joint fails because of a fixing we made, rather than an installation error or movement of the carcasses, we repair it under warranty. If, on the other hand, the carcasses have been installed out of true or they settle after installation, the joint may open — the warranty does not cover that, but we repair it at a separately agreed price.
What if the defect is in the slab material, not the machining?
Then the matter passes to the manufacturer's warranty, but you do not have to handle it yourself. We act as the contact towards the manufacturer, document the defect and take care of machining and installing the new slab. You only see one party: Stoneks.
Does the warranty cover a slab I installed myself?
We are responsible for the dimensions of the slab and the quality of the machining according to the approved drawings. However, we cannot answer for how the slab has been installed, jointed or supported, so the outcome of the installation remains the installer's responsibility. That is why we recommend ordering the whole chain from us.
Questions about the warranty before ordering?
We explain the material-specific terms directly in the quote. Get in touch: Contact us or sales@stoneks.com — we reply within 24 hours on working days.
