Refund and Returns Policy

 

This policy forms part of the overall Terms and Conditions of Sale for D&B Stone Ltd.

 

1. Right to Cancel and Standard Returns (Non-Bespoke Goods)

 

 

1.1 14-Day Cancellation Period

 

You have a legal right to cancel your contract for non-bespoke, standard stock items within 14 calendar days from the day after you receive the Goods ("Cancellation Period").

 

1.2 Procedure for Return

 

1. You must inform us in writing (via email) within the Cancellation Period of your decision to return the Goods.

2. The Goods must be returned to our warehouse within 14 calendar days of notifying us of the cancellation.

3. The Goods must be returned in the original, unopened packaging and be in a new, resaleable condition.

4. You are responsible for arranging and paying for the cost and risk of return delivery. We advise using a tracked and insured haulage service, as we cannot issue a refund for Goods damaged in transit back to us.

 

1.3 Refund Deductions and Restocking

 

• A 20% restocking fee will be deducted from your refund to cover the costs of inspection, repacking, and administrative processing.

• If the Goods are returned damaged or in an unsaleable condition due to insufficient packaging on the return journey, we reserve the right to refuse the refund or deduct an amount reflecting the reduction in the value of the Goods.

• We will process the refund (minus the restocking fee and any deductions) within 14 calendar days after receiving and inspecting the returned Goods.

 

2. Returns and Refunds for Bespoke or Made-to-Measure Goods

 

Bespoke, custom-cut, or fabricated items (e.g., stone worktops, hearths, special order tiles) are manufactured specifically for your requirements and are exempt from the standard 14-day cancellation and return policy under consumer legislation.

• No returns or refunds are accepted for bespoke Goods unless they are faulty, not as described, or manufactured incorrectly based on the approved specification/template.

• If you believe bespoke Goods are faulty, you must notify us immediately so we can inspect the item before installation.

 

3. Damaged or Faulty Goods on Delivery

 

 

3.1 Reporting Damage

 

You must inspect the Goods immediately upon delivery and follow the procedure outlined in our Terms and Conditions of Sale:

• Any obvious damage or shortages must be noted on the delivery note at the time of delivery.

• You must notify us in writing (email) with supporting photographic evidence within 48 hours of delivery.

 

3.2 Resolution

 

If the Goods are confirmed by us to be genuinely faulty or damaged upon inspection, our obligation is to:

1. Offer to replace the damaged Goods free of charge; OR

2. Issue a full or partial refund for the damaged Goods.

We are not responsible for any costs incurred by the Buyer, such as the cost of installation or fitting delays, that result from the damaged Goods.

 

4. Exclusion for Natural Variations

 

A return or refund will not be accepted where the claim relates to the natural variation of the stone, including differences in colour, veining, texture, fissures, or minor size tolerances, as these are inherent characteristics of natural products (refer to Clause 3 of the Terms and Conditions of Sale).

 

5. Refunds After Installation

 

No claims for refunds, replacement, or compensation will be accepted for Goods that have already been cut, fixed, laid, sealed, or otherwise installed, as installation is deemed as acceptance of the quality and condition of the product.