Cancellations, Returns & Support:
At Stone & Surfaces Direct, we take pride in delivering high-quality products and a service you can trust. We understand that sometimes things don’t go as planned — whether it’s a change of mind, a delivery issue, or a product fault — and we’re here to help. Below you’ll find clear information about our policies on cancellations, returns, refunds, and how we handle damaged or faulty goods. We aim to make the process as straightforward as possible, while ensuring fairness and transparency for all our customers.
If you have any questions at any stage, please contact our customer support team.
Order Cancellation Policy:
You may cancel your order, but you must notify us within 12 hours of order placement via phone or email as orders are typically sent out next working day.
Once cancellation is confirmed, a full refund will be issued within 14 days. If your order has already been despatched or delivered, our standard returns policy will apply.
⚠️ Orders cannot be halted once despatched, as they travel through the courier’s network to a local depot closest to you days before your designated delivery date.
Please note:
Bespoke or custom orders are non-refundable and cannot be cancelled once confirmed.
We recommend retaining any surplus material, as natural stone and slate may vary in tone and texture, and exact matches are not guaranteed on reorders.
Returns & Refunds Policy:
You may return goods in their original, undamaged condition for a refund of the purchase price, minus return shipping and any applicable delivery surcharge based on your postcode.
The standard return shipping fee is £60 per pallet, with additional charges possible for remote or high-cost areas.
Returns must be requested within 7 days of receiving your order.
Products must be securely repalletised and protected to prevent damage during transit.
Goods must be in resaleable condition — unused, undamaged, and properly packaged.
Refunds will be processed within 14 days of us receiving and inspecting the returned items.
Important Notes:
For non-aggregate orders (e.g. paving, tiles, bespoke stone), a restocking fee may apply. This covers the cost of handling, inspection, and reintegration into stock.
Returns that do not meet our return conditions may be rejected or subject to deductions from the refund.
We are under no obligation to accept returns submitted outside the 7-day return window.
Damaged/Faulty Goods:
If your goods arrive damaged or faulty, please contact us immediately, providing:
Once we’ve reviewed your claim, we will:
Arrange collection if necessary.
Investigate the issue promptly.
Work with you to resolve the matter as efficiently as possible.
For approved returns:
Goods must be repackaged in their original packaging, including any accessories.
Items should be securely repalletised and made accessible at the original delivery point for our third-party haulier to collect.
📦 If original packaging is no longer available, ensure the goods are well protected to avoid further damage during transit.
✅ If there is a genuine quality issue, we will do everything we can to find a suitable solution, including offering a replacement where possible.
For non-aggregate orders (e.g. paving, tiles, bespoke stone), please note we do recommend that a minimum of 5% is allowed within your order for potential breakages that may occur within the delivery process. While in most circumstances these can be used for custom cuts and applications, we will, within this criteria, provide replacements free-of-charge where appropriate to enable customers to complete their projects.
Refunds or replacements will be processed within 14 days of receiving and inspecting the returned items. Please note that we may apply a deduction if goods have been handled in a way that would not be permitted in a retail setting.
For any queries or to initiate a cancellation, return, or claim for damaged goods, please contact our customer service team using the details provided in your order confirmation or visit our Contact Us page.
