Returns & Claims Policy (Quartz Slabs)

This policy applies to quartz slab products (including book-match SKUs). Unless otherwise agreed in writing, it operates together with the signed PI/Contract; where terms differ, the PI/Contract and the latest QC Summary take precedence. Test methods reference the EN 14617 series and our internal SOPs.

1) Claim Window

Within 7 calendar days of receipt: Notify us of any claim; late submissions are deemed accepted.
Damage in transit: File within 7 days with transport evidence (see §4).
Initial response: We provide preliminary feedback within 3 business days. After joint evaluation, remedies may include replacement or credit.

2) Inspection & AQL Criteria

We use sampling inspection (AQL) for lot acceptance and receiving checks:

Critical: AQL 1.0
Major: AQL 3.0
Minor: AQL 5.0

Meaning of AQL 1.0 / 3.0 / 5.0: The maximum allowable defect rate for mass-produced items is 1.0% / 3.0% / 5.0% (i.e., no more than 1 / 3 / 5 defective pieces per 100 products).

If the defect rate found in sampling is ≤ 1.0% / ≤ 3.0% / ≤ 5.0%, the lot is acceptable.
If it exceeds those thresholds, the lot may be rejected or require rework/replacement.

3) Defects Definition

Severity	Criteria
Critical	• Cracks / delamination • Warpage beyond spec • Structural chip > 10 mm that impacts integrity
Major	• Pinholes ≥ 1.0 mm or density > 3 within 0.1 m² • Edge chipping 3–10 mm: > 3 per linear meter • Color contamination visible at 1 m
Minor	• Micro pinholes < 1.0 mm with density ≤ 3 within 0.1 m² • Edge micro-chips ≤ 3 mm within 10 mm from the edge

A defect is counted at the highest applicable severity; it is not double-counted across severities.

4) Evidence Required (for Faster Resolution)

Please submit the following with your claim:

Photos/videos of defects (overall and close-ups with size/position marked).
Affected quantity mapping to crate/pallet/slab numbers and positions.
BL & PL copies/scans.
For transit damage: container interior/exterior and seal photos, loading/strapping and unboxing photos, crate labels, and arrival condition.
Any agreed third-party/onsite reports, if applicable.

5) Sample Retention & Color Control

Retention: One slab per lot is retained 12 months with batch ID labeling and spectrophotometer reading (D65).
Color control: Checked in D65 / 6500 K lightbox; ΔE measured at 3–5 points per slab; book-match SKUs are inspected pairwise.

6) Remedies

Subject to verification and joint evaluation, one or more of the following may apply:

Replacement/re-supply of equivalent grade.
Credit (or partial refund) for the affected material.
Rework/repair where feasible and mutually agreed.
Any other remedy agreed in writing.

Unless expressly agreed, we do not cover removal/re-installation, fabrication costs, downtime, consequential or incidental damages. Total liability is capped at the invoiced value of the affected lot.

7) Exclusions (Examples)

Claims submitted late or without sufficient evidence.
Lots meeting the AQL in this policy and fit for intended use.
Issues caused by improper handling, storage, cutting, fabrication, chemicals, or by not following our Installation/Handling Guides.
Subjective color claims within the ΔE limits agreed in the contract/QC Summary.
Book-match pattern discontinuity due to incorrect orientation or pairing.
Custom/non-standard items unless there is a material quality defect.
Other exclusions specified in the PI/Contract.

8) Receiving & On-Site Acceptance Tips

Upon arrival, inspect packaging and counts first; photograph for records.
Do not mass-cut or install prior to completing acceptance checks.
If an issue is found, preserve the site condition and contact us within 7 days.

9) Documents & Standards

This is a general policy. Final acceptance criteria are those in the signed PI/Contract and latest QC Summary.
Test and determination methods reference EN 14617 and internal SOPs; third-party testing may be introduced if mutually agreed.

10) Contact

After-sales / Compliance: Mia Kwan
Email: info@opalystone.com
Phone: +8613002056818
PO / Batch ID: (must be provided with your claim)

The values above reflect typical targets. Formal acceptance criteria are those on the signed PI/Contract and the latest QC Summary.