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. Once a mat has been in use, it is genuinely difficult to tell a manufacturing defect apart from everyday breakage. For that reason, we don't offer a standing guarantee against cracking or warping on this product. This is different from our baths, basins, countertops, vanity cabinetry and mirrors, which do carry extended guarantees.
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 (for example standing on the mat with force, using it as a step stool, or placing heavy objects on it) once it's in use.
- Stains and marks from anything other than water. The mat is designed to absorb water only. Soap, shampoo, conditioner, bath oils, cosmetics and cleaning products can leave marks on the stone. This is normal use, not a product fault, so we can't replace a mat for it. To remove a mark, lightly sand the surface with the fine-grain sandpaper provided.
- Normal wear and tear (light scratches, edge marks, natural colour variation).
- Use outside a residential bathroom, or placement on uneven or 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.
