Return policy and process
What is your return policy?
If you change your mind after receiving your order, you have 14 days from receipt to inform our sales team that you wish to return it. The item must be unused, in as-new and saleable condition, and returned in the original packaging as delivered. Ple
How do I start a return?
We will verify eligibility and guide you through the process. We may request photos to confirm the condition before booking the carrier.
How much does it cost to return an order?
Returns incur a £100 collection fee per crate. You will receive a refund of the price paid for the products. Collection charges, handling fees, and any additional forward shipping charges (such as haulage, express delivery, AM/PM, or Saturday deliver
Can I return individual slabs or a partial pack?
No. Only full packs can be returned. Partial packs or individual slabs are not eligible for return.
What if I've opened the packaging?
Unfortunately, we cannot accept returns once the original packaging has been opened. Once opened, the goods are no longer saleable and cannot be transported safely by third-party carriers.
Can I return items that have been installed?
No. Once products have been installed, they are considered accepted and cannot be returned.
What happens if the collection fails because I didn't follow the return requirements?
Any failed collections due to non-compliance with our returns policy will incur a £60 failed collection charge to cover the costs incurred by the company in rebooking the collection.
How long does it take to get my refund?
Refunds are processed within 3 working days after the goods are inspected at the warehouse. The refund is issued to your original payment method.