We regret that returns and exchanges are not accepted as all items are handmade to order to each individual client’s specifications. All items are inspected by us before leaving our premises and a photo and video record will be provided to the client for approval of the items prior to shipping. In addition, all items must be inspected by the client or their appointed representative upon delivery/collection. A delivery/collection inspection and acceptance form must be completed and signed by the client or the client’s appointed representative.
receiving a delivery – please read before opening your pallet
Ensure to sign for the goods as “unchecked” on delivery.
We take great care and pride in our products and do our best to ensure the goods arrive to you in the condition they were sent. All items that are delivered by us through our 3rd party delivery company are insured during transit.
During transit the items on the pallet may have moved. As a result during unpacking take extra care as items may fall. You might need additional help due to the weight and size of some items. Never roll goods off the pallet, never place items down hard and always use two or more people if needed to help. We want you to enjoy your items so please take care when moving as this will reduce the risk of the item being damage and injuries from happening.
Before removing the packaging, inspect the pallet carefully to identify areas that may indicate transit damage. For example, is the load on the pallet leaning on one side or are there visible indications of damage to the packaging that could indicate damage to the items itself? Please take photographic evidence when inspecting the pallet and items. If it is evident that the items are damaged, please DO NOT accept the delivery.
You must notify us in writing within 24hrs if damage occurred during transit. Please follow the guidelines as outlined above so that we are able to replace the damaged item / items. Failure to follow these steps and guidelines could result in the insurance being invalid and prevent the replacement of the damaged items. We will then provide you with a Claim Form to complete and return, again this must be done within a further 5 working days. Once received an investigation will be carried out. Depending on the nature of the claim, the time it takes to advise you of the outcome will vary. We will always deal with these matters as quickly and efficiently as
Lifting some items could cause injury so always check the weight before lifting and get help where needed. Never lift an item that is more then you can physically lift.
Never roll goods off the pallet, never place items down hard, and always use two or more people if needed. We want you to enjoy your product, so take time when moving your item. This will reduce the risk of the item being damaged and injuries happening.
Photos in our website only give a representation of the colour, every attempt will be made to ensure as close as a resemblance as possible but due to working with natural stone shades and tones may differ slightly.