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 support@stonecera.co.uk 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: support@stonecera.co.uk
Phone: +44 7467648124
Address: 21 high street, Harrow on the hill, middlesex, England, HA13HT
