Welcome to The Stone and Tile Company

Our Returns Policy

We hope you are fully satisfied with your product(s) however in the unlikely event that the product(s) is unsuitable or that you are not fully satisfied please follow the returns procedure.

Customer Returns: 

Under the Consumer Protection (Distance Selling) Regulations 2000 you have a right to cancel your purchase. However, to exercise this right you must notify us in writing, (email or letter) within 7 (seven) working days from the day after you receive your goods.

No right of cancellation, refund or return exists under the Consumer Protection (Distance Selling) Regulations 2000 once you have used, unless the product is defective and you are returning it for this reason.

We ask that you take reasonable care when handling the Goods and return the Goods to us unopened, unused and in their original packaging. Goods can only be returned without packaging if they are defective.

On the back of your delivery note or on another piece of paper, (if you no longer have your delivery note), include your order number and the reason for the return.

If you are returning your product because it is defective, please state the defect or defects.

Repackage the product in its original packaging, including any accessories, brochures, manuals, guarantees or warranties that came with the product. Unfortunately we will be unable to issue a refund where the product is in an incomplete state.

If the original packaging surrounding the product has been damaged or destroyed we will only issue a refund if the product is being returned due to a defect. If the original packaging of a defective product has been damaged or destroyed you should ensure that the returned product is adequately packed for shipment back to us.

Excess Product:

Due to the batch variation which is inherent to natural stone and porcelain, we operate a selected returns policy where product is over ordered. Acceptance of return of goods is at our discretion.

It should be noted that any surplus tiles are worth keeping as they will be from the same batch as your original material and can be utilised should any damage occur after the tiles have been installed.

Should you wish to return any excess product, please contact us to discuss in advance of making any arrangements.

Cost of Return:

You are responsible for paying any postage or shipping costs incurred when returning the product. If you are unable to organise the return we may make arrangements to have the product collected from you - the cost of this collection will be passed on to you.

We also reserve the right to charge a 25% restocking fee for any goods deemed ordered in error or deemed unsuitable by the customer.

Refunds will not include the initial delivery cost as this charge still applies.

We will not issue refunds for any items lost or stolen in transit to us.

Where a return is lost or stolen in transit to us, you should claim compensation from the company that shipped the return.

Please return the Goods to The Stone & Tile Company Ltd, Unit E&F, Regs Way, Bardon Hill, Coalville, Leicestershire LE67 1FL. We can arrange to collect the Goods on a date agreed between you and us: or ask for you to return the Goods to us at your expense. If Goods our collected by The Stone & Tile Company, we reserve the right to deduct the cost of collection from your refunded amount. We also reserve the right to charge a 25% restocking fee for any goods deemed ‘ordered in error’ or deemed unsuitable by the customer.

If the goods are found by us to be defective, and we have asked you to return the goods to us at your cost we will reimburse you for third party delivery costs involved in the return. Please note that we will not refund any courier, overnight or express element of any delivery or postage charge, including Royal Mail Special Delivery

In the unlikely event that the Goods do not conform to these Terms, please let us know as soon as possible by contacting Customer Services on 01530 811118.

Subject to the above, we will refund the purchase price of a returned product within thirty days of receiving written notification of your intention to return the product.