Returns, Faulty Goods & Cancellations

1. Policy Overview

This policy explains how cancellations, faulty-goods claims, remedies and refunds are handled for orders placed with DLA Stone Ltd. Every product offered for online purchase is made to the customer's selected specifications, including dimensions, stone and surface finish.

Nothing in this policy limits your statutory consumer rights.

2. Personalised Product Returns

DLA Stone products are manufactured using specifications selected and approved by the customer, including:

Size
Stone variation
Polished or honed surface finish

These products are made to the customer's specifications and are clearly personalised. Once production begins, an order cannot be cancelled, returned or exchanged because the customer has changed their mind. Before production begins, we ask the customer to review and approve the final specifications.

This personalised-product policy does not affect your rights where the product is:

Faulty
Damaged
Incorrect
Materially different from its description
Outside the agreed dimensional tolerance
Not manufactured according to the approved specification

3. Change-of-Mind Returns and Exchanges

We do not accept change-of-mind returns or exchanges for products made to the customer's selected dimensions, stone, finish or other approved specifications. This restriction does not apply where a legal right cannot be excluded and does not affect remedies for faulty, damaged, incorrect or non-conforming goods.

We do not operate a general product-exchange programme. Where a valid product issue exists, replacement may be one of the remedies offered depending on the circumstances and applicable law.

4. Cancelling an Order

Contact DLA Stone immediately if you wish to cancel an order.

If production has not begun and customer-specific materials have not been ordered, allocated, cut or committed, we may agree to cancel the order. Cancellation is not guaranteed. Any permitted deduction must reflect costs actually and reasonably incurred and comply with applicable law.

Once production has begun or customer-specific materials have been committed, a personalised order cannot normally be cancelled because of a change of mind. We will notify you when your order enters production.

This does not affect your statutory rights if the product is faulty, damaged, incorrect or does not conform to the approved specification.

5. Damaged, Faulty or Incorrect Orders

Please inspect the packaging and item as soon as reasonably possible after delivery. If you notice visible damage, contact DLA Stone within 48 hours where possible. Prompt reporting helps us investigate the issue with the carrier and insurer. Reporting after 48 hours does not automatically remove your statutory rights.

If damage becomes apparent only after unpacking, contact us promptly after discovering it.

Natural Stone and Defects

Natural stone varies in:

Colour
Veining
Pattern
Texture
Pores
Mineral markings
Fossil content
Shade and surface character

These natural characteristics make every piece unique and are not normally considered defects. Website photographs, samples and slab photographs are representative — lighting, screens, cutting position and finishing can affect appearance.

Natural variation does not excuse:

Transit damage
Structural cracks
Poor workmanship
Incorrect dimensions
The wrong stone or finish
A material departure from the approved specification

Remedies

If a product is faulty, damaged, incorrect or does not conform to the approved specification, contact us so that we can investigate and provide an appropriate remedy in accordance with applicable law. Depending on the circumstances, the remedy may include:

Repair
Replacement
Price reduction
Refund
Another solution agreed with you

We will not automatically charge the customer return freight for a valid faulty, damaged or incorrect-goods claim.

6. How to Report Delivery Damage

Please provide:

Your name
Order number
Delivery date
Photographs of every side of the packaging
A photograph of the shipping label
Photographs of the complete product
Close-up photographs and video of the issue
A written description
Any comments entered on the delivery record

Please retain the product, crate, pallet and all packaging until we confirm the next step. Do not attempt repairs or dispose of the packaging before contacting us unless this is necessary for safety.

Submit a damage report → or email info@dlastone.com.

7. Return Shipping for Heavy Products

Do not send natural-stone furniture using an ordinary parcel service. A return may require:

A specialist furniture or freight carrier
Insurance
The original crate or equivalent protective packaging
Palletisation
Professional handling

Contact us before arranging transportation. Our requirement to coordinate a return does not remove your statutory rights.

We do not publish a general return address. Once your return is agreed, we will confirm the correct return address and any carrier arrangements for your specific order.

Do not return a product to our registered office — it is not equipped to receive returns unless we have expressly authorised that address for your order.

8. Refund Method and Timing

Approved refunds will be made to the original payment method unless otherwise agreed or legally required. Refund timing will follow applicable law. Where legally permitted, we may wait until the returned product is received or acceptable evidence of return is provided.

Where a refund or other remedy is legally due, any applicable outbound delivery amount and lawful deduction will be handled in accordance with consumer law. We do not impose an automatic restocking fee.

9. Trade / Business Orders

Orders placed wholly or mainly for business purposes are governed by the applicable quotation and Trade Terms. Consumer cancellation rights do not generally apply to genuine business-to-business orders. This does not remove any express contractual rights provided in the relevant quotation or Trade Terms.

10. How to Contact DLA Stone

To request a cancellation, return, or report a problem:

DLA Stone Ltd
Email: info@dlastone.com
Telephone/WhatsApp: +44 7448 111997

Please include your order number in all communications.