Cancellations And Refund Policy

At StoneCera, we understand that occasional changes may be required after placing an order. Due to the nature of our products, which are often heavy, custom-packed, or sourced to order, we have outlined the following policy regarding cancellations and refunds.

Order Cancellation

Before Dispatch:

• Customers may cancel an order within 24 hours of order confirmation without any cancellation charges, provided the order has not been processed or dispatched.
• After 24 hours, or once processing has begun, cancellation requests may be subject to a restocking or handling fee, depending on the order type and product status.

After Dispatch:

• Orders that have already been dispatched or delivered cannot be cancelled. We encourage customers to contact us as early as possible for any changes or concerns.

To request a cancellation, please email [email protected] with your order number and reason for cancellation.

Eligible Refunds Will Apply In the Following Cases:

• Incorrect Product Delivered: If you receive a product that does not match the confirmed order, we will offer a replacement or full refund upon verification.
• Damaged or Defective Goods: If the goods arrive broken or damaged, and this is reported to us within 24 to 48 hours of delivery, with supporting photographic evidence.
• Product Not Available: In rare cases where we are unable to supply a confirmed product due to stock unavailability or sourcing issues, we will issue a full refund or propose an alternative.

Refunds Will Not Be Issued For:

• Customer errors in product selection, size, or quantity occur once the order is processed
• Cancellation requests received after dispatch
• Minor variations in colour, veining, or texture, which are natural characteristics of stone products
• Goods damaged after delivery due to incorrect handling or storage

Refund Process and Timelines

• Approved refunds will be processed via the original payment method within 7–10 business days.
• You will receive a confirmation once the refund has been initiated.
• Any delivery or handling fees are non-refundable, except in cases where the refund is due to our error.

Contact Us

If you have any questions or concerns regarding cancellations, returns, or refunds, please contact us below:

StoneCera – Customer Support Team 
Email: [email protected]
Phone: +44 7467648124
Address: 21 high street, Harrow on the hill, middlesex, England, HA13HT