Two years for consumers
When new products are sold to consumers, a two-year statutory warranty applies starting from the date of delivery. It protects you if the product you receive does not match what was agreed upon.
Customer Service · WarrantyWarranty on Natural Stone.
Warranty on Natural Stone.
With clear agreements.
We stand behind the quality of our products. If you notice a defect or if a product doesn't match your order, please let us know so we can work together to find a suitable solution.
What does the warranty cover?01 · Legal Warranty 02 · Natural Materials 03 · Take Care of Your Product
Quality, character, and proper use.
Every stone is unique
Natural stone exhibits natural variations in color, texture, and pattern. Such normal variations are not considered defects in and of themselves, as long as the product meets the agreed-upon specifications.
Installation and Maintenance
Proper installation, appropriate maintenance, and careful use are important. Damage caused by improper use, maintenance, or installation is not covered by the warranty for an original product defect.
Legal Protection
When can you make a warranty claim?
The statutory warranty for consumers covers defects in conformity: the product does not meet what you could reasonably expect based on the contract. This could include, for example, a manufacturing or material defect, or a deviation from the specified characteristics.
The two-year period begins upon delivery. If a defect is discovered within that period, it is presumed to have been present at the time of delivery, unless we prove otherwise.
Custom-made products are also covered by this protection provided that the legal requirements are met. The exception to the right of withdrawal for custom-made products is separate from the statutory warranty.
For business purchases, the agreed-upon terms and conditions and the applicable legal regulations apply; the two-year consumer warranty does not automatically apply in such cases.
Damage and Natural Variations
What does not, in and of itself, constitute a warranty defect?
- Normal natural variations in color, texture, or pattern, provided they are consistent with the agreed-upon characteristics.
- Damage caused by improper use, maintenance, or installation, to the extent that those acts caused the damage.
- Damage occurring during transport that you arrange yourself, provided that it is not attributable to a defect or error for which Renier is responsible.
These points do not constitute a general exclusion of your legal rights. Are you unsure whether it is a natural characteristic or a defect? Please send us a description and photos so we can assess the situation.
Report a problem
This way, we can provide you with targeted assistance.
Report any identified defect as soon as possible via info@renier.be. As a consumer, you must do this no later than two months after you discover the defect.
- Please include your name and order or invoice number.
- Describe the problem and when you noticed it.
- Add clear close-up photos and an overview photo.
- If applicable, describe how the product was installed, used, or maintained.
We ask that you report any visible damage upon receipt, preferably within 48 hours. This helps us follow up quickly and does not limit your statutory warranty rights.
A suitable solution
What happens after you file a report?
We will review your report and may ask for additional information to determine the cause. If the defect is covered by the statutory warranty, you are initially entitled to a free repair or replacement, taking into account what is feasible and reasonable.
Under the terms of the law, you may be entitled to a price reduction or to cancel the purchase with a refund, for example, if repair or replacement is not possible, is refused, or the problem is not resolved. You cannot cancel the purchase due to a minor defect.
Questions about your natural stone?
We'd be happy to help you.
Please send your question or report to info@renier.be, including your order number and any photos you may have.