The short version: tell us within 14 days if you want to return an order, and check every delivery before you sign for it. Here’s how each situation works.
Changed your mind?
Under the Consumer Contracts Regulations 2013 you have the statutory right to cancel within 14 days of delivery (except specially-made orders). Tell us within 14 days of delivery, then arrange and pay for the return of the goods to us. We’ll refund the purchase price within 14 days of the goods arriving back in the same condition as delivered — the value of anything damaged in the return journey is deducted from the refund. To start, contact us with your order number.
Arrived damaged?
This is why we ask you to check before signing: unwrap the pallet, inspect the stone, and if anything looks broken mark the delivery note “DAMAGED” with the driver’s countersignature. Then send us clear photos and a short written description within 24 hours — this lets us claim against the carrier. Confirmed damage, shortages and incorrect deliveries are put right wherever possible within 14 working days, subject to stock. Do note that minor breakage under 5% of the order is considered normal for natural stone — it’s why we recommend ordering 10–15% extra, and broken pieces are exactly what you use for cuts.
After 14 days
Returns after 14 days are only accepted if the goods are visibly damaged or confirmed defective by an independent tile expert. In exceptional circumstances we may agree to accept goods back for credit — where agreed, a minimum re-stocking fee of 20% applies, plus delivery charges where applicable. This fee never applies to cancellations made within the 14-day statutory period.
What can’t be returned
- Specially-made and special orders.
- Clearance and special-offer items — these are sold as seen.
- Goods that have been fitted, or that someone has attempted to fit — fitting counts as acceptance.
How to start a return
- Message us or call 01903 889888 with your order number.
- Include photos if you’re reporting damage.
- We’ll confirm next steps — usually within one working day.
The full legal wording lives in sections 7 and 8 of our terms & conditions, and the delivery-day checking procedure is on our delivery page.