Damages and Returns
At Melton Stone we want you to love your tiles, if not we accept returns upto 14 Days.
Please note we can only accept returns on your full order quantity.
Accessories Returns
We can accept Returns on Accessories such as Grout and Slurry Primer within 14 days of purchase with receipt asuming that they are in the same sellable condition. If the box seal has been broken or the bag is damp / ripped we cannot accept this. (7 days for instore purchases)
We Can not issue a Refund On
- Part orders or leftover tiles
- Unboxed or damaged tiles
- Custom Cut Fireplace Hearths
- Discontinued Ranges
- End of line Bundle products.
All clearance products are sold as final, please carefully read all product descriptions
How To Return Your Order
We can only accept unopened returns in the same packaging as you have received them in, including shrink wrapping and pallet straps.
All returns must be arranged by the customer.
All refunds will be subject to the deduction of the delivery cost we have paid to the haulier to deliver to your property (please contact us if you want to know the exact costs)
Important – Third-Party Forwarding & Northern Ireland Deliveries
If goods are delivered by Melton Stone to a UK mainland address and are then transported onwards by a customer-appointed haulier or forwarding company to Northern Ireland or any other destination, Melton Stone cannot accept liability for any damages, shortages, or losses occurring during the onward transit. Any claims must be made directly against the third-party transport provider used.
At Melton Stone, we aim to keep delivery costs as affordable as possible for our customers. To achieve this, we subsidise the cost of delivering your order, meaning the delivery charge you pay at checkout only covers a portion of the actual haulage cost. The remaining cost is absorbed by Melton Stone and factored into our product pricing.
Due to the size and weight of our products, returns require specialist pallet haulage. Costs vary depending on collection postcode, number of pallets, weight, haulage availability and applicable surcharges. The estimated maximum cost of returning palletised goods is £60+ Vat per pallet, although a precise quotation can be provided on request.
Please be aware that if you choose to return or cancel your order after dispatch, the actual delivery cost incurred by Melton Stone will be deducted from your refund, rather than just the subsidised delivery charge originally paid at checkout.
This is because the full cost of transporting your goods has already been incurred, regardless of whether delivery was advertised as free or offered at a reduced rate.
Return costs for palletised goods
Due to the size and weight of our paving products, returns require specialist pallet haulage.
Where a customer is responsible for return costs under applicable consumer legislation, the customer is responsible for the direct cost of returning the goods. Return haulage costs vary according to the delivery postcode, number of pallets and collection requirements.
Where the cost of returning an order cannot reasonably be calculated in advance, we will explain how the cost is calculated and provide an appropriate estimate before the customer commits to the return.
Please contact us before arranging a return so that the applicable collection requirements and estimated costs can be confirmed.
Nothing in this policy limits any statutory rights relating to cancellation, faulty goods or goods that do not conform to their description.
Order Cancellations
If you wish to cancel your order before the goods are due to be delivered please get in touch as soon as possible. If you cancel the order on the same day no restocking fee will be deducted from your refund.
If you cancel your order after the first working day a 20% restocking fee will be deducted from the refund.
If you cancel your order after despatch a 20% restocking fee will be deducted from your order along with the deduction of the delivery cost to your property.
Storage
Melton Stone are happy to store the goods FREE of charge for upto 30 days. Storage charges will only apply if the order is cancelled after the 30 day day holding period.
If an order is cancelled after 30 days from ordering 30% of the total invoice will be be deducted from the refund for picking and packing the goods to store them.
If we are storing goods for you and the price decrease and you wish to cancel, holding charges will also be deducted from the refund.
Damages
At Melton Stone, we pride ourselves on maintaining the highest standards of quality and professionalism. While every order is carefully checked by both a line manager and supervisor before leaving our warehouse—and photographed prior to loading—occasional damage in transit can occur.
If you notice or suspect any damage, you must report it within 48 hours of receiving your order and follow the steps outlined below.
Industry Standards & Allowances
When placing your order, it is important to allow an additional 10% to cover cuts, waste, and potential breakages. Within the stone industry, up to 10% damage is considered acceptable and is not eligible for replacement or refund. Minor chips or damage can occasionally occur during transportation and are considered standard.
Due to the nature of installation, slabs will need to be cut to fit around features such as drains and corners. This process will naturally result in some wastage. We strongly recommend ordering an extra 10% to account for this, as well as any on-site handling or laying issues.
Minor chips, particularly to edges or corners, may occur during transit or unpacking. These do not affect the performance of the slab and are typically concealed once the patio is installed and grouted. As such, these cannot be claimed for. Damage to cardboard packaging for porcelain paving will not affect the performance of the slab in anyway please discard packaging and clean the slabs thoroughly
Important Notes
- We cannot accept claims for orders that have been collected by, or arranged through, a third party.
- For approved claims, a refund will be issued for damages exceeding the initial 10% allowance.
- We do not provide replacement tiles.< However, if you prefer replacements instead of a refund and are willing to cover haulage costs, please contact us.
How to Report Damage
To submit a claim, please ensure you complete all of the following steps:
- Take a clear top-down (bird’s eye view) photograph of all damaged tiles (see example provided).
- Mark the delivery as “damaged” when signing for it.
- Complete our Damages Form
- Ensure all photos match the required format—images not provided in this way may not be accepted.
