Cancellation
For most products, you have the right to cancel your order at any time from the moment you place your online order, and up to 14 days from the day you receive your goods. You should notify us if you want to cancel your order within this time period, either by email, phone or through the contact form on the website.
A further 14 days is allowed from the date you notify us of your cancellation to return the goods if already received. You must cover the cost of returning unwanted goods. We will issue a refund within 14 days upon receipt of the returned goods. A deduction will be made if the value of the goods has been reduced as a result of you handling the goods in a way which would not be permitted in a shop. After this period, due to the tonal and texture variation which occurs with natural stone and slate, we are unable to accept any returns and offer any refunds, except in the case of damaged or faulty goods.
For bespoke orders, we operate a non-return policy and we are not able to accept cancellation to the order.
We recommend that any surplus material should be kept.
Damaged/Faulty Goods
In the event that your goods are received damaged or faulty, please contact us immediately. We will require details of the damage/fault, along with photographic evidence. If we agree on a return for damaged / faulty goods please ensure that the order is repackaged in its original packaging, including any accessories which were delivered with the product, and that it is placed on the pallet at the original delivery point for the third party haulier to collect.
If the original packaging of the product has been damaged or destroyed you should ensure that the returned product is on a pallet and is adequately packed for shipment back to us. It should be placed in the original delivery point for the third party haulier to collect.
A refund will be made within 14 days upon receipt of the returned goods. A deduction can be made if the value of the goods has been reduced as a result of you handling the goods in a way which would not be permitted in a shop.
If you have any doubts, please contact us for further details
Returns
If you decide to return an item for any reason, we are happy to accommodate your request, provided that the item is in its original condition and without any damages or defects. If you wish to return a product, you will be eligible for a full refund of the purchase price minus the cost of return.
Please note that the return shipping cost will be deducted from your refund. The cost of returning goods is £60 per pallet. This charge covers the logistics and handling required to return the product to us. The refund will be processed once the returned item has been received and inspected to ensure it meets our return criteria.
To initiate a return, please contact our customer service team within 7 days of receiving your order. If the packaging has been opened, please note that you, the customer, are responsible for securing the product onto its original pallet to prevent any damage during transit prior to collection. For further clarification regarding our returns policy, please don’t hesitate to reach out to our customer service team or refer to the documentation provided by us in your confirmation email.
