Warranty and Responsibility KievStone

This page describes the general terms of quality, responsibility, returns, natural stone features, products and KievStone orders. The information applies to goods, materials, products and services ordered through kievstone.com.ua, by phone, email, messengers or other communication channels with the company.

Natural stone is of natural origin, so each material may differ in shade, pattern, texture, thickness, structure and inclusions. Such differences are not always defects. Before ordering, the customer is advised to confirm the material, batch, dimensions, format, finish, purpose and operating conditions.

1. General provisions

Warranty and responsibility terms apply to orders of natural stone, tiles, products, decorative elements, materials for facades, interiors, paving, landscaping and other KievStone goods. The terms apply after the order has been agreed between the customer and a company representative.

Before placing an order, the customer should check the agreed parameters: material name, quantity, format, size, thickness, finish, color range, cost, timing, delivery and other important details. If the order involves custom production, cutting or special finish, these parameters should be confirmed especially carefully.

2. What KievStone guarantees

KievStone guarantees that the product or item is delivered to the customer according to the agreed order terms, if the material, quantity, format, finish, cost and timing have been confirmed by the parties. The company also undertakes to provide the customer with information necessary for material selection, order placement, delivery and product acceptance.

The warranty covers compliance of the product with the agreed name, quantity, main parameters and visible condition at the time of transfer. If the customer detects damage, quantity mismatch or an obvious defect, this should be reported to a KievStone representative as soon as possible with photo or video evidence of the issue.

3. Natural stone features

Natural stone is not a completely uniform material. Within one stone type and even one batch, differences in tone, veining, grain, relief, pattern, texture density, thickness and natural inclusions may occur. These features form the natural appearance of stone.

Natural features may include small shade differences, uneven pattern, veins, pores, layering, mineral inclusions, texture differences and other visual signs typical for the selected material. Such features are not considered defects if they do not contradict the agreed order characteristics and do not prevent the material from being used for its intended purpose.

4. What the warranty does not cover

The warranty does not cover natural differences in stone if they correspond to the features of the selected stone type. It also does not cover damage that occurred after transfer to the customer due to improper unloading, storage, installation, processing, use, maintenance or the use of unsuitable chemical products.

KievStone is not responsible for the result of installation performed by third parties if installation was not part of the company’s agreed service. The company is also not responsible for damage caused by violation of installation technology, improper base preparation, lack of drainage, mechanical impacts, aggressive substances or using the material not for its intended purpose.

5. Customer responsibility during acceptance

Upon receiving the goods, the customer should check the quantity, packaging integrity, visible damage and compliance with the main order parameters. If the goods are delivered by a transport service, it is advisable to inspect the packaging before signing receipt documents.

If damage, quantity mismatch or other visible issues are found during acceptance, the customer should inform a KievStone representative and, if possible, take photos or videos. The sooner the issue is recorded, the easier it is to check the circumstances and find a proper solution.

6. Returns and exchange

Return and exchange terms depend on the nature of the product, material condition, ordering method and stage of work. General information about delivery and returns is available on the Delivery page.

Custom products, cut materials, special items, products with individual finish or goods made to the customer’s specific dimensions may have return limitations. Before ordering such items, the customer should carefully check dimensions, shape, finish, quantity and other agreed parameters.

7. Custom products and special orders

For custom stone products, the parties agree in advance on dimensions, shape, thickness, edge, holes, cutouts, surface, color range, pattern, timing and other parameters. After production starts, changing the agreed parameters may be impossible or may require additional costs.

The customer is responsible for the accuracy of source data provided by them if measurements or technical requirements were provided from the customer’s side. If parameters were provided inaccurately, the final product may not fit the object, and such a situation is not always considered a warranty case.

8. Responsibility for website information

KievStone strives to keep website information up to date, but prices, availability, photos, characteristics, delivery terms and other information may change. Website information is informational and should be clarified before placing an order.

The company is not responsible for customer decisions made only on the basis of website information without additional confirmation from a KievStone representative. Before payment, delivery or production of a product, the customer should clarify all essential order parameters.

9. Contacting us about warranty issues

For questions about quality, product acceptance, returns, delivery, damage, discrepancies or disputed situations, the customer may contact us through the Contacts page. It is advisable to include name, order number or request date, phone number, situation description and photos or videos if the issue relates to the appearance of the goods.

Processing of personal data during such communication is regulated by the Privacy Policy page. The general procedure for placing orders, payment, cancellation and parameter confirmation is described on the Public Offer page.