Terms & Conditions

GENERAL

As with all natural stone, there may be slight variations among items that are handmade and casted. Clients can feel confident that their items will all be casted at the same time to promote consistency, but the shades, finish and texture may differ slightly from that of the photos on our website.

All prices are for items that are not weathered patina, antique or mossed.

It is strongly advised that installation should always be done by skilled professionals. We work closely with local stone masons, which enables us to offer our clients an independent professional installation service. Please contact us to obtain further information and contact details.  It’s essential that your items are located on a firm and level area to suit site conditions and loadings. Appropriate fittings and materials to secure all sections must be used at all times. For the siting, sand/cement bedding mortar should be used to ensure that the weight of the item is spread evenly across the base, avoiding any pivoting or twisting strain. Please read our MAINTANANCE AND INSTALLATION page.

Our ornaments do not include any pumps, electrics or fittings. We are happy to advise you on which pumps are suited to our fountains.

All items are made to order upon instruction by the client and bespoke to their specification. When ordering, a minimum 50% deposit of the total order is required to commence the casting process. The outstanding order amount must be settled in full, prior to the collection/delivery of goods. All goods remain the property of Wealden Ornamental Stone until full payment has been received.  Once the casting process has commenced, orders cannot be variated or cancelled. Should the client cancel an order after casting has commenced, the client will indemnify Wealden Ornamental Stone against any loss or damages and forfeit their 50% deposit to cover losses incurred by us including but not limited to labour and material costs.

Goods are not tested or sold as fit for any particular purpose, unless accompanied by a warranty issued by Wealden Ornamental Stone, specifically stating such a purpose.

The client cannot sell or use the goods as our agent.

DELIVERY|COLLECTION

All items are made to order for each individual client’s specifications and therefore in order to allow for adequate curing time, delivery of items will typically range from 4 – 8 weeks (depending on the size of the item) from the date that the deposit has been received from the client. 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.

Delivery can be arranged at an additional cost to the client. Alternatively, by prior appointment, the client or their appointed representative may collect the item(s) in person. Pallet delivery is charged at £55* + VAT. *As we are using a 3rd party delivery company for pallet delivery, prices are subject to change and can only be confirmed when a quote has been requested.

Most of our items are pallet delivery only due to weight and size. The driver uses a pump-up pallet truck to pull the pallet into the boundary of your property. Delivery does not include siting or installation of the products, which is the sole responsibility of the client. The driver cannot take the items off the pallets or site them where desired. The restrictions of a pump-up pallet truck are: it cannot be pulled along soft ground, this includes shingle/gravel; it cannot be pulled up steps or stairs or up steep drives. If access is restricted, delivery will be kerbside only.

Where the client has opted for our delivery option, goods will be examined by us before leaving our premises. Upon delivery, all goods must be examined and their condition approved by the client (or his/her representative) before the goods are offloaded. A delivery inspection and acceptance form must be completed and signed by the client, or the client’s appointed representative. Wealden Ornamental Stone will not be held liable for any damage caused to goods by handling by the client (or his/her representative) after collection, including damage during handling, incorrect fixing, or storage on the client’s premises or sites. Please read our RETURNS POLICY before placing your order with us.

Alternatively, items may be collected by the client or appointed representative from our workshop, by prior appointment. All goods must be examined and their condition approved by the client (or his/her appointed representative) before leaving Wealden Ornamental Stone premises. A collection inspection and acceptance form must be completed and signed by the client or the client’s appointed representative. Wealden Ornamental Stone will not be held liable for any damage caused to goods by handling by the client (or his/her representative) after collection including damage during transit, incorrect fixing or storage on the client’s premises or sites.

These are very heavy items, hence lifting could cause injury. Never lift an item on your own that is more than you can physically and safely lift. Take extra care when handling each item as rolling the edges or leaning the edge of item and placing them down hard could cause damage. We cannot accept responsibility for cracking or breakage if these instructions are ignored.

If the client fails to give delivery/collection instructions within 14 days of it being notified the items are ready for delivery/collection, Wealden Ornamental Stone shall (without prejudice to any other rights or remedies available to it) be entitled but not bound to store the items and any available premises at the client’s expense. As Wealden Ornamental Stone would have to lease additional premises in these instances, storage will be charged at 20% of the total order value per month.

If we are not able to make a delivery due to the client or the client’s appointed representative is not being available to receive delivery, the items will be returned to our workshop and the client would have to make alternative arrangements for collection at their own cost.  Any deliveries that could not be successfully dropped, through no fault of the delivery company, will incur a minimum charge of £70 payable by the client.  As Wealden Ornamental Stone would have to lease additional space in these instances, storage will be charged at 20% of the total order value per month until the order has been collected by the client.   

Should the client refuse the delivery of goods after delivery arrangements have been agreed in writing and dispatched, we will be entitled to charge the client for all packaging, unpacking, loading, unloading and transportation costs incurred.

RETURNS

GENERAL

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.mademade