Refund policy

Standard UK Mainland Delivery

• Delivery availability and charges depend on the products ordered, stock availability, delivery postcode and transport service.
• Unless otherwise stated on the product page or at checkout, standard UK mainland delivery is generally estimated at 3 to 5 working days from dispatch.
• We aim to deliver within the estimated timescales provided. However, delays may occur due to circumstances beyond our reasonable control, including adverse weather, traffic incidents, road closures, vehicle breakdowns and carrier operational issues.
• Customers must inform us of access restrictions, narrow roads, low bridges, height barriers, weight limits or other delivery restrictions before placing an order.
• Additional delivery or re-delivery charges may apply where a delivery cannot be completed because of incorrect delivery information or undisclosed access restrictions, subject to the applicable terms and law.
• Deliveries may be made using third-party pallet networks or other transport providers, depending on the products and quantities ordered.
• Delivery estimates are provided for guidance and are not guaranteed unless a specific delivery date has been expressly agreed.
• Please inspect your goods upon arrival, where reasonably possible. If products arrive damaged, record the damage on the delivery paperwork where possible and contact us promptly with photographs and your order details.

⚠ Please Do Not Book Builders or Hire Equipment Before Delivery

• Estimated delivery dates and arrival times may change depending on carrier schedules and operational circumstances.
• Delays can occur within the transport network due to circumstances outside our reasonable control.
• Please avoid arranging tradespeople, hiring equipment or commencing installation work until your full order has been delivered and inspected.
• If a delay occurs, we will endeavour to provide an update and arrange delivery as soon as reasonably practicable.
• To the extent permitted by applicable law, Stone Footing Ltd is not responsible for indirect or consequential costs arising from delivery delays, including cancelled labour bookings, equipment hire charges or accommodation expenses.

Nothing in this section excludes or limits any liability that cannot lawfully be excluded or limited.

Kerbside Delivery — Important Information

• Where delivery is made using a pallet network, the standard service is kerbside delivery unless another service has been expressly agreed.
• Drivers are generally unable to move goods beyond the agreed delivery point or into gardens, garages, properties or installation areas.
• The delivery vehicle requires suitable access. A rigid HGV or articulated lorry may be used depending on the delivery location and transport arrangements.
• Please inform us in advance of any access restrictions that could affect the delivery vehicle.
• Customers are responsible for arranging suitable assistance or equipment to move goods from the delivery point to their final storage or installation location.
• Customers should inspect the goods before installation and report any visible damage or discrepancies promptly.

📦 Returns and Refund Policy — Stone Footing Ltd

At Stone Footing Ltd, we aim to ensure that our customers receive the products they have ordered in satisfactory condition. If you need to cancel an order, return goods or request a refund, please contact us at info@stonefooting.co.uk.

Our returns and refund arrangements depend on the type of purchase, the condition of the goods and the reason for the return. Your statutory rights remain unaffected.

Change-of-Mind Returns

For consumers purchasing online:

Where the Consumer Contracts Regulations 2013 apply, consumers generally have the right to cancel eligible online purchases within 14 days of receiving the goods, subject to applicable statutory exceptions.

• You must notify us clearly of your decision to cancel within the applicable cancellation period.
• Following cancellation, goods must normally be returned within 14 days of notifying us of your decision.
• Goods should be returned in suitable packaging to protect them during transit. Original packaging should be retained where reasonably possible.
• Customers should take reasonable care of the goods while they are in their possession.
• Where permitted by law, a refund may be reduced to reflect diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
• Where permitted by law, customers may be responsible for the direct cost of returning goods when exercising a change-of-mind cancellation right.
• Please include your order confirmation or sales invoice with your return details so we can identify your purchase.
• Refunds will be processed in accordance with applicable consumer legislation.

For business and trade customers:

Where an order is placed for business purposes, statutory consumer cancellation rights may not apply. Change-of-mind returns for business orders are subject to the contractual terms agreed with Stone Footing Ltd.

How to Request a Return

Before returning any goods, please email info@stonefooting.co.uk with the following information:

• Your full name or business name.
• Your order number or invoice number.
• The product or products you wish to return.
• The reason for the return.
• Photographs of the goods, where relevant.
• Your contact details.

Please wait for our instructions before arranging the return of bulky or palletised goods.

Important: Please do not send bulky goods or pallets to this address without first confirming that the location can accept the return. We will provide appropriate return instructions before the goods are dispatched back to us.

Products That Have Been Cut, Altered or Installed

• We recommend carefully inspecting all products before cutting, altering or installing them.
• Products cut to size, made to measure, altered or installed may not qualify for a change-of-mind return, depending on the circumstances and applicable law.
• Certain goods made to a consumer's specifications or clearly personalised may be exempt from statutory cancellation rights where the relevant legal exception applies.
• Customers should check product quantities, colours, finishes, dimensions and specifications before installation.
• Please contact us promptly if you identify any discrepancy or concern.
• These provisions do not remove any statutory rights that apply to faulty, damaged or incorrectly supplied goods.

Faulty, Damaged or Incorrect Products

If your order arrives damaged, contains a faulty product or does not match the description or specification agreed at the time of purchase, please contact us as soon as possible.

• Provide your order number and a description of the issue.
• Include clear photographs of the affected products, packaging, pallet and delivery label, where applicable.
• Where reasonably possible, avoid installing, cutting or altering products that appear defective or incorrectly supplied until the issue has been assessed.
• We may request further information or a reasonable opportunity to inspect the affected goods.
• Depending on the circumstances and applicable law, an appropriate remedy may include a replacement, repair, refund or price reduction.
• Where products are faulty or incorrectly supplied, the available remedies and any applicable return arrangements will be determined in accordance with your statutory rights and the circumstances of the case.

Faults Identified After Installation

• If a fault becomes apparent after installation has begun, please stop work on the affected area where reasonably practicable and contact us promptly.
• We will assess the available evidence and determine the appropriate next steps in accordance with the circumstances and applicable law.
• Customers should not continue installing products that appear defective or incorrectly supplied without first seeking clarification where reasonably practicable.
• Any assessment will take account of the nature of the issue, the product specification, the available evidence and applicable statutory rights.

Substitute Products

• If a product becomes unavailable after an order has been placed, we will contact you to discuss the available options.
• Options may include waiting for new stock, selecting an alternative product or cancelling the affected order where appropriate.
• We will not substitute a product without obtaining your agreement.
• If an alternative product costs more or less than the original, we will confirm any price difference before proceeding.
• Where an order cannot be fulfilled, any refund due will be processed in accordance with the applicable contract and legislation.

Colours, Shading and Batch Variation

• We make reasonable efforts to display product colours, finishes and textures as accurately as possible on our website.
• Screen settings, lighting conditions and monitor calibration may affect how a product appears in photographs.
• Natural stone products may exhibit variations in colour, shade, veining, mineral markings, texture and pattern. These characteristics are inherent in natural stone.
• Porcelain paving and other manufactured products may also show variations between production batches.
• Customers ordering materials for a single project should consider ordering the required quantity together to help minimise potential batch differences.
• We recommend inspecting and dry-laying products before installation to assess their appearance and arrange the desired pattern.
• Natural variation does not automatically constitute a product fault. However, this section does not remove any rights where goods fail to conform to their description, contract or statutory requirements.

Order Cancellations, Delays and Liability

Stone Footing Ltd will make reasonable efforts to fulfil orders and arrange delivery within the timescales communicated to customers. Circumstances that may affect delivery include:

• Delivery delays: Delays caused by carrier disruption, adverse weather, traffic incidents, road closures, public holidays or other circumstances beyond our reasonable control.
• Stock availability: Delays caused by supplier lead times, stock shortages or supply chain disruptions.
• Consequential costs: Indirect or consequential losses arising from delivery delays, to the extent permitted by applicable law.
• Customs delays: Delays associated with customs processing, documentation checks, border inspections or port congestion, where applicable.
• Exceptional events: Events beyond our reasonable control, including natural disasters, government restrictions, civil unrest or other significant disruptions.
• Orders already dispatched: Once goods have been collected by a carrier, it may not be possible to stop the delivery. Any cancellation or return will be handled in accordance with the applicable contract and statutory rights.
• Partial deliveries: Where a multi-pallet order is delivered in separate consignments, individual pallets may arrive on different days. We will endeavour to provide relevant delivery updates.
• Customer handling: Customers are responsible for handling goods appropriately after delivery and following applicable storage, handling and installation instructions.
• Incorrect delivery information: Incorrect addresses or undisclosed access restrictions may result in delivery difficulties or additional charges where applicable.

These provisions are subject to applicable legislation. Nothing in this policy excludes or limits liability where such exclusion or limitation is prohibited by law.

Delivery Availability and Postcode Restrictions

Delivery availability and charges depend on the destination postcode, the products ordered and the transport service available.

• Certain central London and Greater London postcodes may attract additional delivery charges.
• Remote rural areas, Scottish Highlands, islands and other locations may require specialist transport arrangements.
• Deliveries to Northern Ireland and the Republic of Ireland may be subject to different transport and documentation requirements.
• Some locations may be unavailable for delivery depending on the product and transport provider.

Please contact us before placing an order if you are unsure whether delivery is available to your postcode or whether additional charges apply.

🇮🇪 Deliveries to Northern Ireland and the Republic of Ireland

Deliveries to Northern Ireland and the Republic of Ireland may be subject to additional transport, customs, tax and documentation requirements, depending on the destination and nature of the transaction.

Please contact Stone Footing Ltd before placing an order for delivery to either destination to confirm availability, delivery costs and any applicable requirements.

Documentation Requirements

• Customers may need to provide additional information or documentation depending on the shipment and applicable customs requirements.
• Customs declarations or supporting commercial documentation may be required for certain shipments.
• Where an EORI number or other customs registration is required, the relevant party must ensure that the necessary arrangements are in place.
• Customers should seek advice from a qualified customs agent where they require guidance on import or export requirements.

Import Duties, Taxes and Additional Charges

• Import VAT and customs duties may apply to certain shipments.
• Port, border inspection or customs clearance fees may apply where relevant.
• Customers should confirm any applicable requirements with their customs agent before ordering.
• Where a shipment is delayed because of missing or incorrect documentation, additional storage, handling or transport charges may arise, subject to the applicable terms and law.
• If a shipment cannot be delivered because of customs or documentation issues, we will review the circumstances and explain the available options.

Delivery Timescales to Ireland

• Delivery times depend on the destination, carrier schedules, customs procedures and the transport service selected.
• Deliveries may take longer than standard UK mainland deliveries.
• Any estimated arrival date should be treated as guidance unless a specific delivery date has been expressly agreed.

Cancellations and Delays — Ireland Orders

• Please contact us promptly if you wish to cancel an Ireland delivery order.
• Once goods have been dispatched, stopping the delivery may not be possible. Applicable cancellation and return rights will depend on the circumstances and relevant legislation.
• If a delivery fails because of documentation issues or an inability to complete customs procedures, we will explain the available options and any applicable costs.
• Claims for goods damaged or lost in transit should be reported promptly with supporting evidence wherever possible.

Order Cancellation Policy

Before Dispatch

• If you wish to cancel an order before dispatch, please email info@stonefooting.co.uk as soon as possible.
• We will endeavour to stop processing the order and confirm whether cancellation is possible under the applicable terms.
• Statutory cancellation rights will apply to eligible consumer orders where required by law.

After Dispatch

• Once goods have been collected by a carrier, stopping the delivery may not be possible.
• Where cancellation or return remains available, additional transport costs may arise, subject to the applicable contract and legal requirements.
• Any refund, deduction or delivery charge will be determined in accordance with the customer's applicable rights and the circumstances of the order.

Made-to-Measure and Special Orders

• Certain products made to the customer's specifications or clearly personalised may be exempt from statutory consumer cancellation rights where the relevant legal exception applies.
• Any applicable restrictions will be communicated before the order is confirmed where required.
• These restrictions do not remove any statutory rights that apply to faulty or non-conforming goods.

Express Delivery for Urgent Orders

Express or expedited delivery may be available for selected products and postcodes. Please contact us before ordering to confirm availability, pricing and the estimated delivery timescale.

• Express delivery is subject to product availability and carrier capacity.
• Additional charges may apply and will be confirmed before the order is finalised.
• Express delivery may not be available for all postcodes or products.
• Delivery estimates remain subject to the terms confirmed at the time of ordering.
• Where delivery is made by pallet network, the service is kerbside only unless another service has been expressly agreed.

How Refunds Are Processed

• Approved refunds will normally be issued using the original payment method unless another method is agreed or required by law.
• The time taken for funds to appear in your account may depend on your payment provider or bank.
• Where goods must be returned before a refund can be issued, we will explain the applicable return arrangements.
• For eligible consumer cancellations, refunds will be processed within the time limits required by law.
• Any deductions from a refund will be made only where permitted by the applicable contract and legislation.
• If you believe a refund has been incorrectly withheld or calculated, please contact us with your order details so we can review the matter.

Acceptance of These Terms

These terms should be read alongside the relevant product description, order confirmation and any additional terms expressly agreed for the transaction. By placing an order with Stone Footing Ltd, customers acknowledge that they have had the opportunity to review the applicable delivery, returns and refund terms. Where these terms conflict with mandatory statutory rights, the applicable statutory rights will take precedence.