Our Warranty Promise

Who Provides the Warranty?

Depending on the brand you've purchased, your warranty is managed either directly by Sinno or by the brand manufacturer.

Need help registering your Caesarstone or Cosentino product? Your Sinno sales advisor will be happy to assist you.

A Note on Natural Stone

If you've purchased a natural stone countertop — such as marble, granite, or quartzite — please note that these materials do not carry a product warranty.

This is not an oversight. It is simply the nature of how these materials are formed.

Natural stones are quarried directly from the earth, shaped over millions of years by geological processes. Because of this, every slab carries inherent characteristics that cannot be controlled, predicted, or standardised:

• Natural porosity — all natural stones contain microscopic pores that absorb liquids, oils, and stains over time, regardless of sealing
• Etching — marble and quartzite are particularly sensitive to acidic substances (lemon juice, vinegar, coffee, wine), which can leave dull marks on the surface that are part of the material's reaction, not a defect
• Natural fissures and veining — lines, fissures, and colour variations within the slab are geological characteristics, not cracks or manufacturing flaws
• Surface pitting — small natural pits or voids may be present on the surface, especially in granite; these are inherent to the stone
• Colour and pattern variation — no two slabs of natural stone are identical; differences in shade, veining, and movement between slabs are expected

Because these traits are intrinsic to the material itself, they cannot be classified as defects — and therefore fall outside the scope of any warranty programme.

Choosing natural stone means embracing its uniqueness. We recommend speaking with your Sinno sales advisor about the correct sealing, care, and maintenance routine for your specific natural stone to keep it looking its best for years to come.

What Does the Warranty Cover?

Our warranty protects you against manufacturing defects and material failures under normal household use, including:

• Discolouration that is not caused by external chemicals or misuse
• Stubborn food staining that cannot be removed through standard cleaning
• Surface scratches that occurred without physical impact or misuse
• Heat-expansion cracks caused by thermal stress from material defects
• Chips that appeared without any knocking or impact

How to Make a Warranty Claim

If you notice an issue with your countertop, here's what to do:

Step 1 — Contact Your Sales Advisor Reach out to your Sinno sales advisor and describe the issue you've observed.

Step 2 — Submit a Report Provide your invoice number or the installation site address registered in our system. This helps us locate your purchase record quickly.

Step 3 — Site Inspection Our service team will arrange an inspection at your home or premises to assess the issue firsthand.

Step 4 — Defect Assessment The team will determine whether the issue falls within warranty coverage.

Step 5 — Resolution If a defect is confirmed, we will repair the affected area wherever possible. If a repair is not feasible, we will arrange a replacement.

Important Conditions

Please take note of the following before making a claim:

• Proof of purchase is required — your invoice number or registered installation address must exist in our database
• Care and maintenance compliance is mandatory — the warranty will be void if the countertop has been improperly maintained or used against our care guidelines
• The warranty applies to the original purchaser only — it is non-transferable and does not carry over to subsequent owners or new occupants

What Is Not Covered?

The following situations are excluded from warranty coverage across all brands.

Usage & Environment

• Outdoor installations or exposure to the elements (Quartz Stone)
• Exposure to excessive or direct heat (e.g., placing hot pots directly on the surface)
• Use in unoccupied or vacant structures

Physical Damage

• Damage caused by direct cutting or use of sharp tools on the surface
• Chips or cracks caused by knocking or dropping heavy objects
• Damage sustained during renovation works or relocation to a new site

Chemical & Liquid Damage

• Damage caused by harsh chemicals, acidic liquids, or improper cleaning products
• Third-party maintenance using unapproved methods or products

Installation & Structural Issues

• Seam or adhesive failures resulting from substrate movement or improper support
• Damage arising from plumbing or sink installation
• Alterations made by third-party contractors not authorised by Sinno

Ownership & Payment

• Products or services with outstanding unpaid balances
• Warranty transfer to a new owner or property

Quartz-Specific Exclusions

• Flooring applications (quartz surfaces are designed for countertop use only)
• Outdoor or weather-exposed environments

General

• Natural variations in pattern, veining, or colour distribution (these are characteristics of the material, not defects)

Still Have Questions?

Contact your Sinno sales advisor or reach us through our website — we're here to help you navigate any warranty concerns.