Arrived damaged? We replace it. Free.

The four photos we need.

Send these to help@basincraft.com along with your order number:

1. Outer box / shipping carton. Whole box from one angle, plus close-ups of any visible damage, punctures, dents, or carrier mishandling marks. If the box looks fine but the piece is damaged, photograph the box anyway — it's still useful for carrier claims.
2. Internal packaging. Foam blocks, edge protectors, bubble wrap, any cushioning. Show whether packaging held up or was crushed/displaced. This helps us refine packaging for future shipments.
3. The damaged piece, full view. One photo of the entire piece from above, well-lit. We need to see overall condition and orientation.
4. The damage, close-up. Tight detail shots of every crack, chip, or defect. Use a measuring tape or ruler in one of the photos so we can gauge scale. If there are multiple damage points, send one close-up per area.

What happens after you file.

• Within 24 hours: A real person (not a bot) on our CT team confirms receipt and assigns your claim to a specialist.
• Within 48 hours: Decision: replacement, refund, or partial credit — with clear reasoning. We almost always go with replacement because we want the piece in your space.
• Replacement production: If the same stone slab is available, replacement ships within 5–10 business days. If we need to recut from a new slab, expect 3–4 weeks for basins or 6–8 weeks for bathtubs.
• Original piece: Keep it, repurpose it, or dispose of it however you like. We don't ask for return shipping. Returning heavy stone is expensive, slow, and pointless when the piece is damaged.

What's not covered.

• Damage from improper installation. Drops during install, stress cracks from over-tightening, damage from improper drain plumbing. If you're unsure about installation, hire a professional or email us with photos before you proceed.
• Damage from improper care. Etching from acidic cleaners, staining from prolonged spill contact, scratches from steel wool or abrasive sponges. The Care & Maintenance page covers all of this.
• Natural stone characteristics. Fissures, veining variations, color zones, and minor surface imperfections are inherent to natural stone, not defects. We send slab photos before cutting custom pieces so these are visible before commitment.
• Damage discovered after 30 days. The 30-day window starts from delivery date (per carrier tracking). For damage discovered later, email us anyway — we'll review case-by-case, especially for trade partners and large-project customers.

The 10-year warranty.

Beyond the 30-day damage window, BASINCRAFT pieces are covered by a 10-year structural warranty against manufacturing defects — carving errors, hidden voids that develop into cracks, finish failures from improper sealing at our atelier. The warranty covers replacement or refund at our discretion. It does not cover wear, water spotting, etching from improper care, or transit/installation damage.