What is your Returns Policy ?

PLEASE CHOOSE CAREFULLY. We do not normally give refunds if you simply change your mind or make a wrong selection. You can choose between a refund, exchange or credit where goods are faulty, wrongly described, or different from a sample shown to you or are not fit for purpose.

BEFORE PURCHASING FROM US, PLEASE ASSURE YOURSELF BY PURCHASING/VIEWING SAMPLES AS TO THE COLOURS AND TEXTURES AS ACTUAL PRODUCTS MAY VARY FROM WHAT YOU SEE ON YOUR COMPUTER MONITOR.

All tiles can be exchanged within 5 days of delivery. Return shipping to Surfacestone (UK) Limited is to be arranged and paid for by the customer and there is a 25% re stocking fee on any exchange.

Please choose carefully as refunds cannot be given after an order has been placed for change of mind. To assist customers in the decision-making process, we encourage you to utilize our samples service so you know exactly what you are getting prior to placing your order.

If for some reason the goods in your order are damaged, incorrect or faulty, Surfacestone will arrange return shipping and replacement of the affected goods. Surfacestone will aim to rectify any returns on orders delivered incorrectly within 7 days of notification wherever possible but will not accept any liability for delay beyond its control.

Customers must inform us directly within 24hrs if any of their goods have been damaged during delivery. Please document any damage or issues with photos (ideally still in original packaging) to help identify the cause so we can continue to make our service better in the future. We cannot accept damaged merchandise that was not inspected by the customer on the original delivery. If a customer signs for a delivery clear and does not note any damage, no return will be issued.

No returns will be accepted for any part that has been installed. If a part that is returned is found to have been installed, no refund will be issued.

No parts that are damaged in shipment may be returned for credit or exchange. We are not responsible for lost or damaged shipments.

No returns can be accepted for parts which we do not stock that we special order for you. Once your order is placed, it cannot be cancelled. This is the policy of our distributor and we have no control over it. We will let you know in advance if the item must be special ordered.

 

What if I order too many tiles?

Unfortunately we do not accept the return of surplus tiles; however we do recommend that you order approximately 10% extra for wastage due to cutting. We would suggest only 5% on mosaics.

In the event that we are unable to immediately fulfil an order that has been placed, we will offer you two options. We will inform you of when the goods will be available and either fulfil the order at that time with your consent or alternatively we will provide a full refund immediately.