Terms & Conditions
Welcome to The Stone Flooring’s Terms of Business. We hope that our terms help to provide you with the guidance you need. If at any point of reviewing these terms you have questions or need to speak with us, then please contact us
DEFINITIONS & INTERPRETATION
To ensure our terms are as clear as possible, we’ve provided the below terminology breakdown.
- Antique Simulating an aged stone with ‘wear and tear’ by applying an acid wash to the stone to distress the surface. The surface is then brushed to make it smooth and slightly restore the colour.
- "Company" means The Stone Flooring, a trading name of Strata Stones Limited
- "Customer" means the person, firm, company or group from whom an Order is received and accepted by the Company. In other words, you!
- "Contract" means a binding agreement between the Company and the Customer for the sale of Products by the Company
- "Delivery" means delivery of your Products to your specified address upon Order completion
- “Invoice” means a list of Products or Services provided by the Company, with a statement of the sum due for these for the Customer to pay; a bill.
- "Product" means any goods (or any part(s) of them) supplied to the Customer by the Company
- “Quote” means the cost estimate which is provided to the Customer during their initial Order enquiries
- "Order" means any order made by the Customer for the purchase of Products from the Company
- "Price" is exactly as it suggests, the monetary value of the Products to be paid by the Customer
- "Specification" means the identifiable criteria / type of Product provided by the Company to the Customer in accordance to the Order request
We are The Stone Flooring, a trading name of Strata Stones Ltd., a company established in 2005 in the UK by Stone Age Pvt. Ltd., India’s leading producer and exporter of ethically sourced natural stones. Our registered company number is 05219395. Our registered company office is The Stone Flooring, 75 Park Lane, Croydon, Surrey, CR9 1XS. Our operations office, yard and warehouse & dispay centre is at Raeburn Road South, Ipswich, Suffolk, IP3 0ET. Our VAT number is GB 848244114. In Our Terms of Business, we may use ‘The Stone Flooring’, ‘we’, ‘us’ or ‘our’.
In the following breakdown for the purpose of these Terms of Business we will be referred to as the Company and any visitor or purchaser from the website will be referred to as the Customer.
PLACING AN ORDER
Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each stage of the order process.
After you place an order, we will send you an e-mail to confirm that we have received it (Order Acknowledgement). However, this does not mean that your order has been accepted by us. Any order placed by the Customer through The Stone Flooring website and received by the Company needs to be accepted at the discretion of the Company in accordance to a series of condition criteria before the order can be processed. We reserve the right to reject any order for any reason.
Each accepted order will form a binding contract between the Company and the Customer. This is to ensure that both parties are protected at all times.
All orders are subject to stock availability. If we are unable to supply any of the products that you have ordered we will inform you as soon as possible and in order to help also give you the options of any alternative products.
It is important that you check the measurements of your order carefully as we take no responsibility for miscalculation of an order. It is the Customer’s responsibility to make sure the right amount of stone is ordered at the time of placing the order.
For all orders placed by the Customer, The Stone Flooring withholds a minimum order policy of 5 m2. Any orders below this will incur a £55/- handling charge for the Customer to pay in addition to the agreed total for the product stated on the The Stone Flooring’s website.
Please note, we are not able to process orders or schedule deliveries on weekends or UK Bank Holidays.
The Company are entitled to invoice the Customer for the Price of the Products they wish to purchase (and any other sums due in respect of the Order) on, or at any time of order placed / on or at any time after delivery has has be made. The Customer will pay the invoice in full. You can pay for products in full our website or telephone by debit, credit card or by PayPal. We accept the following cards: Visa and Mastercard credit cards and Maestro, Delta and Visa Electron debit cards. On some occassions, a 50% deposit (including delivery charges) can be accepted from your payment card (or PayPal account where relevant) at the time of placing your order for any orders that have a longer lead time. Balance will have to be paid before delivery have to be arranged. To discuss this please reach out to to experienced customer services team.
As part of our terms, bespoke orders must be paid for in full prior to production commencing. Bespoke orders are non-refundable and once payment is received, the orders cannot be amended or cancelled.
The Price will be as specified in the Contract or otherwise agreed in writing between the Company and Customer. If no such agreement has been made, then the price will refer to the monetary values stated in the current price listed at the date of acceptance of the order.
We take care to ensure that the prices of products on our website are always correct. However, on some occasions it is possible that, despite our best efforts, some of them may have not been revised in line with frequent changes in purchase price. We normally verify product prices following receipt of an order and if we discover an error in the price of the products you have ordered then we will contact you immidietely.
The price of all products includes VAT (where applicable) but does not include delivery charges.
We reserve the right to change the prices of our products at any time, and without prior warning, due to fluctuating exchange rates and increasing business costs.
All prices provided within The Stone Flooring’s quotation or correspondence are valid for 15 days from the date shown on the quotation or document or email. We may withdraw or amend any quotation at any time prior to the acceptance of the order.
Being the only natural stone company in the UK to control our entire supply chain, our customers can reassured that all of our products are of the highest standard and have been sustainably sourced from quarries that are fully compliant with ethical trading regulations.
It is important to note that natural stone is subject to naturally occurring variations in their appearance, therefore, the Customer must acknowledge that any images on The Stone Flooring website are not an accurate representation of the product you will receive. It is likely that any products or samples that you order will have subtle differences in colour, texture and composition to what we advertise online. Minor scratches and chips are also normal with natural stone, and add to their character. Size represented in pictures might not be showing the actual size and therefore consideration should be made only to actual size details give in product descriptions before placing any orders.
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:
- Our details Address – The Stone Flooring, Raeburn Road South, Ipswich, Suffolk, IP3 0ET
- Email - [email protected]
- Contact – 01473 937085
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.
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
if the Goods are found by the Customer not to conform to the Specification and notice of such non-conformance is given to the Company and the Goods are accepted as not conforming to the Specification by the Company having been given a reasonable opportunity to examine the Goods after receiving notice of the non-conformity from the Customer, the Company will, at its option, replace the non-conforming Goods free of charge or refund the Price (pro-rata) paid by the Customer for the non-conforming Goods, the Company shall have no further liability to the Customer or any third party n respect of any claims, losses, liabilities, expenses or damages arising from any non-conformities in such Goods.
We withhold the right and sole discretion to accept or reject any order cancellations made to an order after the order has already been accepted. We will not accept the cancellation of an order for bespoke Products which are to be specially made for your individual requests, nor will any allowance be made in respect of returning bespoke products. Please see our returns section for more information.
Due to the unique nature of natural stone, it is essential that you book a professional fitter or experienced trades persons to install your products to ensure a high-quality finish. Please ensure that before your stone is fitted, that you have fully checked the order to ensure there is no damage or defects. Once fitted, your order is non-refundable.
OWNERSHIP AND RISK
All responsibilities of risk (including loss, deterioration of, or damage) to the Products shall pass to the customer upon delivery or collection once signed for.
Unless otherwise agreed in writing between the Company and the Customer, ownership of the Products will remain with the Company and will not pass to the Customer until the Price (and all other sums relating to the Order) has been paid in full by the Customer.
Until the ownership of the Products is transferred to the Customer, the Customer must ensure that the Products remain readily identifiable as the Company's property. Therefore we ask that you do not destroy, deface or obscure any identifying mark or packaging on the Products. The Products must be kept in a satisfactory condition to ensure they remain insured on the Company's behalf for their full price against all risks to the reasonable satisfaction of the Company. On request the Customer may need to produce the policy of insurance to the Company.
If we are prevented from, or delayed in, carrying out our part of the Contract by any circumstances or conditions beyond our control then we shall reserve the right to suspend performance of the Contract until the circumstances or conditions are no longer present.
Conditions beyond our control include, without limitation, any war, national emergency, act of terrorism, industrial dispute, lockout, strike or other labour dispute (whether or not relating to either party's workforce), riot, civil commotion, malicious damage, fire, explosion, storm, flood, drought, epidemic or pandemic, Act of God, accident, failure of production equipment, any restraint or delay affecting carriers or inability to obtain supplies of adequate or suitable materials, any statute, rule, byelaw, order, regulation or requisition made or issued by any government department, local or other duly constituted authority.
We reserve the rights to make changes to these Terms at any time. All changes posted our website will take effect immediately. You should therefore read the Terms each time you place an order with us to ensure complete satisfaction.
These terms were last updated on 1 st July 2020.
If these Terms are translated for any purpose, the English language version will be the controller and will prevail in the unlikely event of inconsistency of Terms.
No amendment or variation of these Terms or any Order that you place with us is effective unless it is in writing and signed by or on behalf of each of the Company and the Customer.
The Company and the Customer each enters into the Contract for its own benefit and not for the benefit of any third party. However, the Company may assign, transfer or otherwise delegate the Contract (or any of its rights or obligations under the Contract) to a third party. The Customer will not be entitled to assign, transfer or otherwise delegate the Contract or any (of its rights or obligations under the Contract) to any third party without the prior written approval of the Company. Our Customers can be rest assured that no third party will have the right to enforce or change the terms of the agreed Contract under the Rights of Third Parties Act 1999.
On the opening of a credit account or the commencement of trading (whichever comes first), all The Stone Flooring Limited account holders accept in advance the Company’s Terms and the conditions of sale.
These Terms and any Contract between ourselves and our customers will be governed by and construed in accordance with the laws of England, Scotland, Ireland and Wales. Disputes will be exclusively subject to the jurisdiction of these Courts.
If you have any questions, concerns or simply would like to speak with us, then please contact us here.