Refund policy

Returns, Refunds & Cancellation Policy

1. Made-to-Order Products

All STONEVIA products are manufactured to order and tailored specifically to each customer’s requirements.

Under the Consumer Contracts Regulations 2013, bespoke and made-to-order goods are exempt from the standard 14-day cancellation and return rights.

By placing an order, you acknowledge and agree that:

  • Your order is custom-made, and
  • No cancellation, return, or refund is permitted once production has commenced

2. Production & Lead Times

  • All orders are subject to a production lead time of up to 12 weeks from order confirmation
  • Lead times are estimates and may vary depending on production demand and material availability
  • Delays do not constitute grounds for cancellation or refund

3. Returns & Refunds (Manufacturing Faults Only)

We operate a strict policy whereby refunds, replacements, or remedial action are only offered in cases of verified manufacturing defects.

To qualify:

  • You must notify us in writing within 48 hours of delivery
  • The product must remain unused, uninstalled, and in its original condition
  • You must provide clear photographic evidence of the issue

4. Inspection & Verification

STONEVIA reserves the right to:

  • Request additional evidence, including images or videos
  • Conduct a site inspection or request return of goods for assessment

No refund, replacement, or liability will be accepted until:

  • The product has been formally inspected, and
  • The issue has been confirmed as a manufacturing defect

5. Limitation of Liability

STONEVIA shall not be liable for:

  • Incorrect measurements, specifications, or orders supplied by the customer
  • Installation errors or failure to follow installation guidance
  • Damage occurring after delivery
  • Natural variations in colour, texture, veining, or finish inherent in natural stone

Such characteristics are not considered defects under UK law.

6. Damaged or Faulty Goods in Transit

If goods are received damaged:

  • You must notify us within 24–48 hours of delivery
  • Provide photographic evidence of both the product and packaging

Failure to report within this timeframe may invalidate any claim.

7. Remedies

Where a valid manufacturing defect is confirmed, we reserve the right to:

  • Repair the product, or
  • Replace the product, or
  • Offer a partial or full refund where appropriate

This is in line with your statutory rights under the Consumer Rights Act 2015.

8. Commercial (B2B) Orders

For business-to-business transactions:

  • All sales are considered final unless otherwise agreed in writing
  • No returns or refunds will be accepted except at our sole discretion

9. Contact

All claims must be submitted in writing with supporting evidence:

  • Email: [Insert Email Address]
  • Include: Order number, delivery date, and full details of the issue