Damages and Returns
At Melton Stone we want you to love your tiles, if not we accept returns upto 7 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 7 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.
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.
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 to your property.
All refunds will be subject to a 25% restocking fee.
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.
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.
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.
