Our returns policy is in addition to your legal rights.
Goods Delivered To You
If you buy a product which we deliver to you, you may cancel your order (or any part of it) for any reason before delivery.
This is subject to the following conditions:
- The product must be unused, as new and as sold, in re-saleable condition and returned in the original product packaging.
- Please note only full packs can be returned.
- You will be liable to pay for the collection / Return Charges to return to us & a re-stocking fee of £99 per pallet.
Italian Porcelain :
All our porcelain orders are special order and ordered as bespoke items subject to the clients requirements. No refunds / returns are accepted on special order / bespoke order items such as outdoor Italian porcelain or indoor Italian porcelain.
Our Porcelain range is subject to a V3 shade variation in colour and also each range will have a different effect/pattern. This could mean that up to 16 tiles within a pack can be different from each other in order to create the desired effect.
We do not accept returns on goods especially ordered in porcelain from Italy, as these are not our stock items and are subject to large haulage & import costs.
Orders cancelled during transport will be subject to the factory accepting the return and the buyer covering any associated costs of transport /shipping incurred at that point.
We do not accept returns on goods that may show subtle differences from samples as mentioned above that there is some intended variation.
We do not accept returns on special order goods that are in good condition and suitable for use.
If the product you purchase is damaged then you are required to take photos and send to us asap.
Only full packs can be exchanged so do not use any of the slabs out of the pack as you may lose your right for an exchange.
We require the damaged unused slabs to be returned to us in order to either process a refund or make arrangements for replacements.
This is the buyers responsibility to return the slabs, and the pack/packs must not be laid, as damages cannot be rectified if you have already started laying your patio and unpacked the goods, as chips can occur whilst unpacking.
If you can see some of the delivery has arrived damaged, we ask you to sign for it as “damaged” on arrival. You must then also notify us within 7 days of this to arrange collection of the damaged items, and we can arrange either a partial refund, or replacement slabs.
It is important for you to inspect the delivery as much as you can before signing. Unfortunately, breakages can happen and we will send out replacements as soon as we can. To help us, we recommend that you open all products and check exactly how many individual slabs are broken, take photographs of the breakages, then contact our office. This needs to be done when you sign for the goods. Do not start laying your slabs and then notify us of damages during the slabs being laid as we cannot take liability once they’ve been unpacked.
We will not exchange/replace/refunds for breakages/chips/damages/discolouration up to 10% as this is considered “spillage” with stone, so make sure you over order enough to allow for breakages and this type of wastage.
Some Sandstone comes with unique flecks and speckling, hairline cracks which occurs in a natural product and these will not be considered unusable.
Any damaged or unusable slabs are the customers responsibility to exchange, and any cost to return/re-deliver lies with the purchaser.
If the item is in stock, the purchaser is entitled to bring the damages back/return to us at their cost and exchange.
Stock cannot be returned and re-funded for over orders as we consider the purchaser to have ordered the right amount of stock initially which is why a fair exchange is offered. At our discretion we may allow items to be returned, but the price/refund of this may not be the same as the original price paid.
We do not accept returns where you have excess stone, disposal of any items is your responsibility.
If you are offered an exchange of stone then it will be your responsibility to pay for the haulage for the returns each way.