Overview
If you change your mind or are unhappy with the product, you can return the product for a refund* if you notify us in writing within 14 days from the delivery date. We accept returns on full packs* only and not the part packs*. You will have further 14 days to return it back to our warehouse after you have notified us. If any items are missing at the time of return, the value will be deducted from the refund.
*You will receive a refund only on the product cost and not on the delivery costs* incorporated in the price (starting from £65.00 per pallet depending on your location) or the returning costs if you wish for us to organize the return ( starting from £75 per pallet depending on your location). There is a 20% restocking charge from the product price paid deducted at the time of return. Any express delivery charges, postcode premium charges, or split pack charges will be deducted from the refund.
Whilst we take every care to deliver the highest-quality product, there can be breakages in transit because of the nature of the product. We may be able to offer replacements if it’s more than 10% of your total order. Please make sure you notify the driver of any damage at the time of the delivery and ask him/her to make a note on the paperwork. If you decide to refuse the delivery you are accepting all the above charges if the product is returned back to us. We advise you to contact us at the time when the driver is on-site to seek advice before you do so.
*Full Pack – The largest pack size shown on the website for the listed product. Unopened, sealed pallet in original packaging.
*Split Pack – Any pallet which is not a full pack. The split packs are exclusive orders made at your request, these usually are, for example, 5m2, 8m2, 10m2, 12m2 and 15 m2 packs.
*Delivery Costs – The delivery cost is always incorporated in the product price and advertised as free delivery unless specified for collection only. Please contact us for the individual price breakdown if you are not sure while placing the order.
ARTIFICIAL GRASS PRODUCTS
The returns policy does NOT apply to artificial grass products as artificial grass is cut-to-order (custom made to requirements. If you need assistance before placing an order, please contact our dedicated product specialist team.
GARDEN DECKING PRODUCTS
The returns policy does NOT apply to Garden Decking products due to the nature of the product. (custom made to requirements. If you need assistance before placing an order, please contact our dedicated product specialist team.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Our Deposit Items Terms & Conditions
Deposits are held for 1 weeks only. Upon no payment of items, items will be returned to the store for restocking and an electronic credit note will be issued. Please note, no refund on deposit will be issued, 3% deduction on Full Invoice is applicable upon cancelled by Buyer. Rest of Deposit amount either can be credited or used for other products from store.
Conditions of sale: the goods remain the property of the seller until the full account has been paid. The seller reserves the right to re-possess any of the goods in respects of which payment is overdue and thereafter to re-sell the same and for this purpose the purchase hereby grants and irrevocable right and licence to seller’s servants and agents to enter upon all and any of its premises with or without vehicles during normal business hours.
*You will receive a refund only on the product cost and not on the delivery costs* incorporated in the price (starting from £70.00 per pallet depending on your location) or the returning costs if you wish for us to organize the return ( starting from £80 per pallet depending on your location). There is a 10% restocking charge from the product price paid deducted at the time of return. Any express delivery charges, postcode premium charges, or split pack charges will be deducted from the refund.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at (info@stoneandporcelain.co.uk).
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at (info@stoneandporcelain.co.uk) and send your item to: [Stone and Porcelain ltd, Abbostfiled Road, St Helens WA9 4HU]
Shipping returns
To return your product, you should mail your product to: [Stone and Porcelain ltd, Abbostfiled Road, St Helens WA9 4HU]
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at (info@stoneandporcelain.co.uk) for questions related to refunds and returns.