Returns & Refunds Policy
At Stone Cut, every worktop is carefully measured, fabricated and prepared specifically for each customer’s project. Because our quartz, granite and other stone worktops are bespoke and made to individual measurements, they cannot normally be returned or refunded simply because a customer changes their mind once fabrication has begun.
Damage During Fabrication or Delivery
We take full responsibility for your stone while it is being fabricated, handled and transported by Stone Cut or by a delivery service arranged by us.
If your worktop is broken, defective or seriously damaged by Stone Cut during fabrication or delivery, we will assess the issue and arrange an appropriate remedy at no additional cost to you.
Depending on the circumstances, this may include a repair, replacement, partial refund or full refund.
Any visible damage discovered at the time of delivery should be reported to Stone Cut as soon as possible. We may request photographs or other information so that we can assess the issue promptly.
Bespoke and Made-to-Measure Worktops
Most Stone Cut worktops are manufactured specifically for an individual customer using agreed measurements, cut-outs, edge profiles and other project specifications.
Because these products are made to order, we are normally unable to accept returns or provide refunds because of:
- A change of mind
- A change in kitchen design
- A change in colour or material preference
- Incorrect measurements or information supplied by the customer or another third party
- Changes made to cabinets, appliances or layouts after templating
- Other circumstances for which Stone Cut is not responsible
Once fabrication has started, cancellation or return may no longer be possible.
Returns for Defective or Damaged Products
Stone Cut accepts returns or refund requests where a product is defective or has been damaged as a result of fabrication, handling, delivery or installation carried out by Stone Cut.
We do not accept returns for change of mind or product preference.
If you believe your worktop is defective or has been damaged by Stone Cut, please contact us as soon as possible so that we can assess the issue.
Depending on the nature of the problem, the appropriate remedy may include:
- Repair
- Replacement
- Partial refund
- Full refund
The appropriate solution will depend on the circumstances and the nature of the defect or damage.
Exchanges
We do not offer exchanges for change of mind, colour preference, material preference or other customer-requested changes after an order has been fabricated.
Where a product is defective or has been damaged by Stone Cut, we may provide a replacement where this is the most appropriate remedy.
A replacement provided because of a defect or damage caused by Stone Cut is not treated as a standard product exchange.
Refund Requests After Installation
Customers should inspect their worktops following installation and notify Stone Cut of any issue as soon as possible.
Requests for a refund under Stone Cut’s Returns & Refunds Policy must be made within 7 days of installation.
When contacting us, please provide:
- Your name
- Order or project details
- Installation date
- A description of the issue
- Clear photographs or videos where possible
Where the issue results from damage or a defect caused by Stone Cut during fabrication, transportation or installation, we will review the circumstances and determine the appropriate remedy.
A full refund will not normally be provided for problems that occur after installation where the damage was not caused by Stone Cut.
Damage After Installation
Once installation has been completed, Stone Cut will not normally be responsible for damage caused by circumstances outside our control.
Examples include:
- Accidental impact
- Dropping heavy objects onto the worktop
- Standing or sitting on the worktop
- Excessive weight
- Structural or cabinet movement
- Movement of floors or walls
- Alterations carried out by another contractor
- Subsequent building work
- Plumbing leaks
- Incorrect cleaning products or chemicals
- Improper maintenance
- Heat damage or thermal shock
- Misuse or accidental damage
Where damage occurs after installation and was not caused by Stone Cut, a full refund will not normally be available.
Natural Characteristics of Stone
Natural and engineered stone products can contain variations in colour, pattern, veining, texture and appearance.
Samples, website photographs and showroom displays are intended to provide an indication of the material, but they may not exactly represent the appearance of an individual slab.
Natural stone may contain features such as mineral markings, fissures, colour variation and changes in pattern.
Engineered quartz and other manufactured materials may also vary slightly between production batches.
Reasonable variations that are characteristic of the selected material are not normally considered defects.
Reporting a Problem
If you believe your worktop has been damaged, supplied incorrectly, fabricated incorrectly or installed incorrectly, please contact Stone Cut as soon as possible.
Please provide:
- Your name
- Order or project details
- Installation date
- A description of the issue
- Clear photographs or videos showing the problem
Please do not arrange repairs, alterations or removal of the worktop by another contractor before giving Stone Cut a reasonable opportunity to inspect or assess the issue.
We will review each case individually and advise you of the available options.
Refund Processing
Where a refund is approved, Stone Cut will confirm the amount and method of refund with the customer.
Refunds will normally be made using the original payment method where reasonably possible.
Processing times may vary depending on the payment provider or bank.
Where only part of an order is affected, Stone Cut may offer a partial refund rather than a full refund where appropriate.
Your Statutory Rights
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or replace your statutory rights under applicable UK consumer law.
Where goods supplied by Stone Cut are faulty, not as described or not of satisfactory quality, or where installation services have not been carried out with the legally required level of care and skill, you may have rights to an appropriate remedy under UK consumer law.
The 7-day reporting period stated in this policy applies to Stone Cut’s commercial refund process and does not remove or limit any statutory rights you may have.
