Free Nationwide Delivery*
Split Packs Availible
Price Match
Trade Accounts
Returns and Refunds
Understand cancellations, eligible returns and how refunds are handled.
Returns at a glance
| Situation | What you need to know |
|---|---|
| Qualifying consumer cancellation | Generally notify us within 14 days after receiving goods; statutory rules apply. |
| Eligible voluntary return | £85 per pallet restocking charge may apply where legally permitted. |
| Order already dispatched | Delivery may not be stoppable; applicable transport costs depend on the return circumstances and legal rights. |
| Faulty or incorrect goods | Your statutory consumer remedies are unaffected. |
How to request a return
Provide your order number and explain whether you wish to cancel or there is an issue with the goods.
We’ll explain return eligibility, transport arrangements and any legally applicable charges.
Where a return is required, we’ll advise on packaging and collection or return delivery. Any refund will be processed in accordance with your rights and the applicable policy.
Frequently asked questions
What happens once my order has been dispatched?
Once goods enter the delivery network, stopping or recalling them may not be possible. Any permitted return charges will be explained, without affecting statutory cancellation or faulty-goods rights.
Can I return opened porcelain sleeves?
Opening or handling products beyond what is reasonably necessary to inspect them may result in legally permitted diminished-value deductions for qualifying statutory cancellations. Voluntary return conditions may differ.
Can I raise an issue after installation?
Please inspect before laying and contact us promptly about visible concerns. Genuine defects remain subject to statutory rights.
Additional returns and refund guidance
Before dispatch, please contact us promptly to amend or cancel an order; express and timed orders may enter preparation sooner. For voluntary returns, our policy generally covers unopened full crates and eligible unopened accessories. Split packs, loose slabs, made-to-measure products, clearance goods and opened porcelain packs may be excluded from voluntary returns, but statutory rights remain unaffected.
Paving must be safely repacked for return. Customers may be responsible for return transport where legally permitted. Any lawful reduction for handling beyond what is necessary to inspect goods will be explained. Refunds are normally processed promptly once applicable conditions are met, often within 3–5 working days; banks can take a further 5–10 working days. Statutory refund deadlines still apply. Check natural stone variation, quantities and porcelain batch codes before installation; genuine product defects remain subject to statutory rights.