1) Natural Stone Notice (Expect Variation)
Natural stone is a product of nature. Variations in color, shade, veining, mineral markings, pits, fissures, texture, thickness, and pattern are inherent characteristics and are not considered defects. Photos, online images, and samples are representative only and may not exactly match the delivered lot.
2) Limited Product Warranty (What We Cover)
STONESHUB provides a limited warranty only that the delivered goods will substantially match the description on the Order Confirmation (type, finish, and nominal size), subject to normal and acceptable natural variation.
If a product is verified to be defective or materially not as described before installation, STONESHUB may (at its discretion):
- replace the affected product (if available), or
- provide store credit, or
- refund the purchase price of the affected material only.
This limited warranty does not cover: labour, installation, removal, re-installation, sealing, shipping charges, project delay costs, or any indirect/consequential losses.
3) Inspection Requirement (Installer/Buyer Responsibility)
All material must be inspected BEFORE installation.
This includes checking:
- colour and shade consistency (within the lot)
- size/nominal thickness and fit
- finish and surface condition
- quantity, batch/lot numbers (where applicable)
Do not install any material that you believe is incorrect, damaged, or unacceptable.
4) Installation = Acceptance (No Claims After Install)
Installation, cutting, drilling, sealing, or otherwise altering the material constitutes full acceptance.
Once installed or altered, the material is not eligible for:
- returns, exchanges, refunds, or
- warranty claims related to appearance, shade, pattern, variation, size preference, or minor surface characteristics.
5) Professional Installation & Industry Standards
STONESHUB strongly recommends installation by qualified professionals following recognized standards and manufacturer/industry best practices.
STONESHUB is not responsible for failures caused by:
- improper substrate preparation,
- incorrect adhesive/mortar/grout selection,
- inadequate waterproofing,
- improper sealing or maintenance,
- expansion/contraction or movement issues,
- installation in unsuitable environments (e.g., freeze-thaw exposure without proper specification),
- chemical cleaners, acids, abrasives, or misuse.
6) Sealing, Maintenance & Staining
Many natural stones require sealing and ongoing maintenance. Stone can stain, etch, or change appearance depending on:
- traffic, moisture, chemicals, and cleaners,
- sealant type and application,
- exposure to heat, UV, or weather.
STONESHUB does not warrant performance where maintenance or sealing is not performed properly.
7) Shade/Lot Matching & Future Purchases
Natural stone is lot-based. Future orders may not match prior lots.
We recommend purchasing sufficient overage (often 10%–15%, more for patterns/diagonal layouts) to cover cuts and future repairs.
8) Limitation of Liability
To the maximum extent permitted by law, STONESHUB’s total liability for any claim will not exceed the amount paid for the specific material giving rise to the claim. STONESHUB is not liable for indirect, incidental, special, or consequential damages (including labour or project delay costs).
9) How to Request Warranty Review (Before Install Only)
To request review before installation, email info@stoneshubonline.com with:
- order number,
- photos (including labels and the issue),
- description of the concern,
- confirmation that material is not installed/cut/altered, and
- delivery receipt notes if related to shipping damage.
10) Contact
Email: info@stoneshubonline.com
Mail: Stoneshub, Division of Canada Infrastructure & Overseas Inc.
208-1160 Burrard Street, Vancouver BC, V6Z 2E8, Canada