To ensure a seamless purchasing experience, we recommend reviewing our checklist prior to placing your order:
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Selecting the appropriate quantity:
Ensure you order an additional 10%-15% to account for potential damages during transportation and installation, as well as losses incurred from cutting for aesthetic purposes. This will prevent the project from being incomplete due to these factors and avoid any potential regrets later. If you're ordering patio packs and the percentage falls below the entirety of the crate(s), consider ordering individual split crates in 900 x 600 or 600 x 600 sizes and cut them to your desired dimensions.
Purchase an ample quantity to avoid subsequent replenishments.
To reduce the need for future replenishments, it's advisable to buy all your required quantity at once. While our factory endeavors to ensure consistency in color and design across different batches of the same product, there's a slight chance of minor variations between batches. Thus, we urge you to make a sufficient initial purchase to prevent the need for subsequent replenishments, which could potentially involve products from varying batches.
Damages:
Adhering to industry standards, compensation do not cover damages to 0-7% of the total order during transportation. Refunds between 7% and 20% are provided proportionally. Replacement parts will only be dispatched if the overall damage exceeds 20%, with clear images illustrating the extent and scale of the damage.
Split packs require additional handling by the UK warehouse workers, including unpacking and repackaging, which is not as secure as the original packaging from the overseas factory. This increases the likelihood of damage and chipping during transportation. Therefore, we recommend customers purchase full packs. If a customer accepts split packs, it means they agree to assume the associated risks.
During packing, unpacking and transportation, edges or corners of slabs may get chipped. These small damages are not eligible for claims. Such chips do not affect the performance of the slabs and are usually hidden once the patio is finished. The builder and homeowners can easily repair chipped edges.
We will refund the total value of the damaged goods for a successful claim. Please be aware that we typically do not provide free replacements.
Avoid pre-booking construction time:
Delivery is facilitated by a third-party nationwide pallet delivery company. Although the standard delivery time is 3-5 business days, we lack control over every aspect of the third-party process post-dispatch. Consequently, we cannot guarantee timely arrival. While the likelihood of delays is minimal based on our experience, we strongly advise against scheduling contractors based on expected arrival times. We do not accept claims for indirect losses resulting from delays.
Stone cladding:
Due to the inherent nature of external stone cladding, fragments may loosen from the panel during transportation. When installing and fixing the stone cladding panel onto the desired surface, these fragments can be easily reattached and are less prone to breakage. The detachment of fragments from the panel is not considered as 'broken'. Claims for the detachment of stone cladding will not be accepted, as it is considered a characteristic of the these products.
Should you have any lingering questions, we strongly advise a thorough reading Terms and Conditions. By placing your order, we presume that you have attentively reviewed and consented to our terms and conditions.