Definition
Special orders include imported or non-stock products, made-to-measure shower glass, cut and edge-banded boards, stone slabs reserved for a project, fabricated countertops and products produced or altered to approved customer specifications.
Approval before procurement
Before accepting a special order, Lumetra will confirm the product description, finish, dimensions, tolerances, quantities, price, deposit, expected lead time, relevant drawings and whether cancellation may cause committed supplier or fabrication costs.
Natural variation and tolerances
Natural stone and some manufactured surfaces vary in veining, tone and pattern. Lumetra will explain relevant characteristics and material tolerances; differences outside agreed specifications or legally required quality standards remain subject to appropriate remedies.
Production and changes
Changes requested after procurement or fabrication begins may require a revised price and delivery date. No variation is binding until agreed in writing. If Lumetra cannot supply the approved specification, it will seek approval for an alternative or provide the remedy required by law.
Cancellation and committed costs
Where cancellation is permitted, Lumetra may account for reasonable, evidenced, non-recoverable costs already properly incurred under the contract, subject to applicable cancellation and consumer rights. A blanket forfeiture of all deposits does not apply.
Have a question?
For a project-specific question or policy request, contact Lumetra directly and our team will help route your enquiry.
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