In order to make your purchase as smooth as possible, we advise reading our checklist before placing your order.
- We are happy to accept returns provided the product is in its original packaging and still in a resalable condition.
- The customer is responsible for arranging a return at their own cost, ensuring that the product is packed, secured and safe for transit. Customers may instruct us to organise the collection, this is a chargeable service and the following process applies, see below:
- We will request pictures of the order to ensure they are fit for collection. We can only accept returns of full packs. There will be a 20% restocking charge for returns. The return transport costs will be deducted from the refund amount, this charge is around £80 to £100 per crate. Refunds can only be made to the card that the original purchase was made.
- Check your delivery postcode to see if you are eligible for FREE delivery - see our "Delivery" Tab for areas not covered and get in touch for a quote.
- Deliveries normally take place Monday to Friday, excluding Bank and public holidays, between 8am and 6pm.
- Due to the nature of the exterior stone cladding, pieces maybe become loose from the main panel, these can be easily glued in correct place when installing the cladding to the required surface, they are unlikely to break.
- Please ensure you order a minimum of 10%-15% extra to cover the occasional breakages that may occur in transit, installation and those that you may wish to deselect for aesthetic purposes. If you are ordering a patio pack and this percentage falls below a full crate, we would advise ordering a split crate from either the 900x600 or 600x600 size and cutting them to the required size.
- The first 7% of transit damage to your total order is not covered. Between 7%-20% is refunded on a pro-rata basis. Replacements are only sent if the overall damage exceeds 20% and pictures have been received which clearly show the extent of the damage and scale.
- Please report breakages including as more as possible of pictures evidencing the scale of the damage to firstname.lastname@example.org within 48hrs of receiving the goods. The label on crate or pallet must to be provided.
Returns and Refunds
Please refer to the full policy here - Returns & Refunds