Good Afternoon ______,
Thank you for getting in touch.
First and foremost we're sorry to hear that you've experienced breakages, however, the good news is that we're here to get this resolved for you in the most timely manner possible.
So that we can get this fixed I'll need a few things from you:
- Good quality clear images detailing the damages to the slabs. Try to include the whole slab(s) where possible. It also really helps if you could avoid stacking slabs on top of each other when taking the images. Where possible try to include the front and back of the slab(s). If they have 10+ breakages then they can't be expected to do this.
- An accurate count up of how many slabs have been damaged.
- The dimensions of each slab(s) with damages.
- Finally, you'll just need to add your order number to the email.
Please be aware that we will be starting an insurance claim for these breakages, which means we have rules that must be adhered to. It's very important that we have all of the above information, without this information we're unable to take the process to the next step. We offer our clients 7 days from the day of delivery to ensure that the goods are up to their desired standard, after that point we'd be unable to offer any replacements/refunds. I'm sure that you can appreciate that after the 7-day timeframe it becomes very difficult for us to verify how the damages have occurred. Please, work closely with us on this as we'd love to see you able to finish your project in good timing.
Kind Regards,