Refund Policy
Returns – Should you not be happy with your purchase
We make every effort to describe and display every product as realistically as possible. We also understand that sometimes items you receive are not quite as you expected. Therefore we are proud to offer you 14 days to change your mind on any of your purchases from this website. Your 14 days starts from the day you received the delivery.
Conditions for the return of items
All items must be in the same condition in which they were received, where applicable seals should not have been broken. Items must be returned with all the original packaging and it is the customer’s responsibility to ensure packages are appropriately protected for transit and safely returned to our depo. Customer must bare the cost of the return shipping. We will deduct credit/debit card commission (3%) incurred plus a 10% of the amount originally paid, for RE-STOCKING charges. We do not accept returns of extra or leftover materials.
How to return items
Contact us on info@stonesrusuk.co.uk or call us on 07867813146 for further instructions.
Refunds
Once your order has been received by our warehouse and checked we will process your refund. Please note this can take upto 3 to 5 days to process.
Faulty / Damaged Items
If your order arrives with any signs of damage please sign for it as DAMAGED and take pictures of any signs of damage and email them to info@stonesrusuk.co.uk stating your order number within 24 Hours (or next business day).
If there are breakages within the crates please notify us within 3 days of receipt. Email pictures to info@stonesrusuk.co.uk stating your order number. We will be happy to issue a refund for any damage or breakage over 5% of the total quantity supplied. However, we are unable to offer replacement for goods damaged with less than 10% of the order value (excluding VAT).
Exchanges
In the unlikely event that you are unhappy with your order or you have changed your mind our team can arrange an exchange for you. Contact our friendly customer service team who will discuss all the options available. Please note that any extra delivery cost incurred during exchange of a product will be born by the customer.