DELIVERY, COLLECTION & STORAGE
Delivery will occur when the products are ready for unloading at the delivery address, or when the customer takes possession of the products at the company’s premises.
The Delivery Date or any other date or time for Delivery specified by the Company shall be an estimate only. Time for Delivery shall not be of the essence of the Contract. Accordingly, the Company shall have no liability to the Customer for any loss or damage arising (directly or indirectly) from any delay in Delivery however such delay is caused (including, without limitation, by the negligence of the Company or its employees, contractors or agents) nor shall the Customer be entitled to terminate or rescind the Contract or refuse to accept Delivery because of such a delay.
The Customer will inspect the Goods at its earliest opportunity after Delivery. Any claims by the Customer in respect of any damage to or shortage or loss of the Goods must be notified in writing to the Company within 2 working days from the date of delivery and the Company (and any carrier) must be given a fair chance to inspect the Goods. The Company will not accept liability for shortages in quantities delivered unless the Customer notifies the Company of any claim for short delivery of the goods within 2 working days of the delivery. In such circumstances the Company’s liability will be limited to making the shortage good.
All deliveries must be checked, accepted and signed for by a person over the age of 18, at which point the Customer takes full ownership and responsibility of the product with regards to any loss, theft or damage thereafter.
If the Customer does not accept Delivery in accordance with the Contract, the Company shall be entitled to immediate payment in full for the goods so tendered. The Company will arrange for the Goods to be placed in storage at the Customer’s risk and expense until such time as the Goods are Delivered.
Delivery may be made by the Company in separate consignments. Each separate consignment of Goods shall be invoiced and paid for in accordance with the provisions of the Contract. Where Delivery is made in separate consignments, failure by the Company to deliver one or more of the consignments in accordance with the Contract or any claim by the Customer in respect of any of those consignments will not entitle the Customer to repudiate or cancel the Contract or any other consignment of the Goods.
All orders will be delivered to a single UK address. Please ensure that when placing your order with us, that your delivery address is accurate and complete to avoid any issues with delivery. You are also required to notify the The Stone Flooring of any access restrictions for alternative arrangements to be made (where applicable). If a delivery cannot be made due to no-one being present to accept the delivery, then all future attempts will be at the cost and responsibility of the customer.
All quoted delivery dates and times are estimates based on the information provided by the independent transport haulier companies that we work with, therefore we will not be responsible for any delays. To minimise inconvenience we will, wherever possible, try to make one single delivery to you. This means that if your order contains a mix of products with different delivery lead times, the longest lead time will apply to the whole order.
If you would prefer to collect your order, then please make sure this is stated on your order confirmation. Products can be scheduled for collection at The Stone Flooring’s warehouse in Ipswich:
When your order is ready for collection, you will be informed via email or telephone. Please do not attempt collection of your order until we have confirmed that it has reached our warehouse. Once your products have been signed for and collected, the customer takes full ownership and responsibility of the product with regards to any loss, theft or damage thereafter.
If you have placed an order with us but are not yet ready for delivery or collection, and therefore would like us to hold the product, we can do this for you provided that we have received payment in full. We are able to store your order for up to 4 weeks in our Ipswich warehouse free of charge from the date the order was secured. Beyong that any storage is on discretion of our company subject to availaibility of any storage space will be charged and can be discussed with our experienced customer service team.
RETURNS
We take the quality of our products very seriously. If in the unlikeltyevent, your product is faulty or damaged then please notify us immediately contact us as we are required to inspect the stone in order to determine the reason behind the damage and agree the best resolution to move forward.
In order to accept a return, you will need to meet the below criteria:
- Packaging – The product must be returned in the same packaging and condition that they were received. If the stone has been removed, fitted or attempted to be fitted, we will reject your return.
- Documentation We need to see proof of both the delivery sheet and photographic evidence so that we can effectively process your return.
If these conditions aren't met, then The Stone Flooring reserves the right to reject your return. We will also reject your return based on the below:
- All bespoke orders are completely non-refundable.
- In accordance to industry standards, and as part of our binding contract agreed when your order was placed and approved, the Customer must acknowledge that with any natural stone order, up to 5% of the stone may have breakages or imperfections. If your order has 5% or less then your return attempt will be declined.
- If your product has been damaged or defected as a result of your own transporation of the products then The Stone Flooring cannot be held responsible.
- If your product has been damaged or defected as a result of a third party courier delivering it to your address, then The Stone Flooring cannot be held accountable but we will endeavour to follow up on your behalf with the courier service to try and resolve the issue.
- If you have purchased any of our ex-display items from our Ipswich warehouse, these come with the acknowldgement they are ‘sold as seen’ and therefore any damages will have already been pointed out to you at the time of purchase so are non-refundable.
If upon our investigations we decide that liability falls with the Company, then either a full or partial refund will be provided to you for the price of the damaged, defective or non-compliant goods. We will aim to process your refund within 10 working days of receiving the returned items.
Any third-party costs incurred by the customer such as delivery charges or credit card charges are non-refundable and therefore will not be included as part of the refund. Collection costs, refund transaction costs, restocking fees and any other costs incurred to the company during the process of refunding will also be deducted from the entire refund value. If you have any queries or concerns with regards to our refunding process, then please feel free to contact us
