At BAULANE, we're upfront about what is and isn't covered on the Serenity Stone™ Bath Mat, rather than promising cover we can't reliably stand behind.
No extended guarantee
Diatomite stone is rigid and brittle — it can crack or chip under impact, uneven surfaces, or excess weight regardless of manufacturing quality. Because it's genuinely difficult to tell a manufacturing defect apart from everyday breakage once a mat has been in use, we don't offer a standing guarantee against cracking or warping on this product (unlike our baths, basins, countertops, vanity cabinetry, taps, and mirrors, which do carry extended guarantees — see our Guarantees page).
What is covered
- Transit damage: if your mat arrives chipped, cracked, or broken, send us photos (and a video if unclear) within 48 hours of delivery and we'll arrange a free replacement.
- Change of mind: unused mats can be returned within 14 days of delivery.
What isn't covered
- Damage from drops, impacts, or misuse (e.g. standing on the mat with force, using it as a step stool, placing heavy objects on it) once it's in use.
- Surface marks or stains from anything other than water — soaps, shampoos, conditioners, bath oils, cosmetics, cleaning products. These can usually be lightly removed with the fine-grain sandpaper provided.
- Normal wear and tear (light scratches, edge marks, natural colour variation).
- Use outside a residential bathroom environment, or placement on uneven/unstable flooring.
How to make a claim
Email support@baulane.com with your order number and clear photographs (and a video where relevant) of the issue. We'll review and come back to you with next steps.
