Returns and Refunds FAQs

In the unlikely event that you need to return any of our products or ask for a refund, we offer a smooth process to make the situation as stress-free as possible. Here we explain everything you need to know about how to return damaged or wrongly delivered products, and your right to cancel an order. Our friendly staff are also ready to help online or by phone.

FAQs — Returns

There is an issue with my product. What should I do?

If you think there is any issue with a product, please contact us in the first instance. It becomes more difficult to deal with product issues once the product has been installed. If you feel that there is an issue with the product prior to installation, yet you go ahead and install the product, you are accepting the goods and you may have less recourse for a complaint if raising the issue afterwards.

If there has been a mistake with your order, the material arrives to site damaged, is faulty, not fit for purpose or not as described you have 30 days from the day of delivery to arrange a return.

If there is an issue with your product then London Stone will collect the material at our own cost.

Can I return London Stone products if I don’t like them or have just changed my mind?

You have the right to cancel up to 14 days from the date of delivery, for orders placed either online or over the phone. As long as the products are returned in the same condition and the original packaging as they were supplied you will receive a full refund or exchange for the materials. The only exception to this is bespoke or pre-sealed items, they cannot be returned.

If you exercise your right to cancel within 14 days, you will be responsible for returning the material to the London Stone depot. We can collect the material ourselves, but this will incur a collection cost. Speak to a member of our team for further information.

We will issue your refund within 14 days of the goods being returned.

Do London Stone charge re-stocking fees?

If you are a retail customer you will not be charged a re-stocking fee for any goods returned within the 14 day period. If you are a trade customer you would incur a re-stocking fee of 20%.