Returns & refund policy
Changed your mind, or need an exchange? Here's exactly how it works
Our money-back guarantee
If you're unhappy with your product, need an exchange, or simply change your mind about your purchase, we offer a money-back guarantee. Stone is heavy and expensive to move, so the terms below are worth reading before you order rather than after.
- Step 1
Tell us within 14 days
Write to us within 14 days of receiving your product to confirm you intend to return it for a refund. Written confirmation is what starts the process — a phone call on its own isn't enough, because we both need a record of the date.
- Step 2
Arrange the return within a further 14 days
You then have another 14 days to arrange the safe return of the item, at your own expense. If you use a pallet courier, they offer transit insurance, and we'd strongly recommend insuring the item for its full value.
- Step 3
Repackage it as it arrived
It's your responsibility to make sure the item is repackaged on the pallet safely and securely, so it reaches us in the condition it was delivered to you in.
- Step 4
We refund the purchase price
Once we receive it back safe and intact, we'll refund the full purchase price to the account the original payment was made from, less the 15% handling and re-stocking fee.
What it costs you
Two things come out of a return: the 15% handling and re-stocking fee, which is deducted from your refund, and the cost of returning the item, which you arrange and pay for directly. Everything else — the full purchase price — goes back to the account you paid from.
We'd rather you didn't need this page at all, so if you're unsure about size, finish or whether a piece suits the spot you have in mind, call us on 01243 532 390 before you order. We'd much sooner spend ten minutes on the phone than have a pallet travel twice.
Damage in transit
A return is not the same as a damaged delivery. Every item we send through our delivery company is insured during transit — but that insurance depends on the checks you make when the pallet arrives, before you sign for it and before you open it.
Those steps are set out in full on our deliveries page. Not following them could invalidate the insurance and prevent us replacing a damaged item, so they are worth two minutes on the day.
Order changes, cancellations, our terms on colour variation in natural stone, and the full delivery terms are on the deliveries, payment & terms page.