GranorStone – Terms and Conditions

1. Order Process

The customer submits a price request, and GranorStone provides a preliminary quotation. The initial quotation is valid for one month.
After the surveying work has been completed, GranorStone issues a final order. The customer confirms acceptance of the order by signing a copy or providing written approval.

2. Product Quality

GranorStone strives to deliver defect-free products that meet the highest standards of quality and craftsmanship.
Customers acknowledge that natural materials may exhibit variations in texture, pattern, color, and shade — these characteristics are natural and not considered defects.

3. Permitted Tolerances

  • Worktop dimensions: up to 3 mm
  • Hole dimensions and centers: ±3 mm
  • Worktop thickness: granite/marble ±3 mm, quartz/ceramic ±2 mm
  • Surface unevenness: up to 0.5 mm
  • Assembly joints: 1–3 mm
  • Backsplash height difference: up to 0.5 mm

4. Customer Obligations

Before surveying, the customer must:

  • Ensure lower cabinets are securely installed and level;
  • Remove any existing countertops (unless otherwise agreed);
  • Confirm that cabinets and supporting structures can bear the weight of the new countertop;
  • Prepare the wall for backsplash installation;
  • Disconnect sinks, taps, hobs, and stoves;
  • Provide safe and unobstructed access to the working area;
  • Supply technical specifications for all relevant products (sink, tap, hob, stove, etc.).

After surveying, the customer must:

  • Ensure cabinets and supports remain in the same position and condition;
  • Ensure correct cutouts for sinks, hobs, and other fixtures;
  • Remove existing countertops and backsplashes;
  • Protect the floor with a non-slip covering;
  • Turn off water and electricity connections;
  • Provide lifting assistance if agreed upon.

GranorStone does not perform:

  • Removal of existing countertops;
  • Disconnection or reconnection of water and electricity.

The customer understands that:

  • Surveying and installation typically take 1–3 hours;
  • GranorStone may take photos for quality assurance purposes;
  • Failure to properly prepare the working area may result in additional charges.

5. Delivery and Installation

GranorStone delivers and installs products in accordance with the agreed terms. The company may engage subcontractors to perform surveying and installation services.
The customer must be present during installation to inspect the work and sign the delivery and acceptance document.
GranorStone will correct any defects identified during the inspection.
If the customer is not present, GranorStone may use a third-party witness to confirm completion.
The risk of damage transfers to the customer upon signing the delivery and acceptance document.
The customer must not use or touch the countertop for 24 hours after installation.

6. Invoicing and Payment

The customer pays for the surveying work according to the preliminary quotation.
After the order is confirmed, GranorStone issues a prepayment invoice.
Failure to make the prepayment within 30 days automatically cancels the order.
A final invoice is issued once products are completed and before installation.
The final invoice must be paid prior to installation or within three business days after installation.
Late payments are subject to a 0.05% daily interest charge, plus any applicable collection fees.
GranorStone provides product and service warranties as stated on the official website.

7. Complaints and Disputes

Customers may submit complaints directly to GranorStone, who will review and provide an appropriate solution.
Disputes shall be resolved through negotiation or, if necessary, court proceedings.
GranorStone’s liability is limited to direct property damage, and the maximum liability amount shall not exceed the price of the product(s) involved in the claim.
The company is not liable for indirect or consequential damages, including loss of income.

8. Governing Law and Data Protection

This agreement is governed by the laws of the Republic of Estonia.
The UN Convention on Contracts for the International Sale of Goods does not apply.
GranorStone processes personal data in accordance with applicable data protection legislation.