This policy outlines the terms for delivery of natural stone products and our return procedures. Please read carefully before placing your order.

1. Delivery Overview

1.1 All deliveries are made to mainland UK addresses only. For deliveries to remote locations, offshore islands, or international destinations, please contact us for a quotation.

1.2 Delivery costs are calculated individually based on:

• Delivery address and distance
• Product dimensions and weight
• Quantity ordered
• Type of delivery required (slab or palletised)

1.3 You will be provided with a delivery cost quotation before confirming your order.

1.4 Delivery timeframes are estimates and depend on product availability and your location. We will confirm expected delivery dates upon order acceptance.

2. Slab Deliveries

2.1 Nature of Our Products. Our natural stone products are supplied primarily as large-format slabs and are intended for professional use by:

• Stone fabricators and processors
• Contractors and builders
• Professional stone masons
• Commercial warehouses and distributors

2.2 Delivery Requirements. Slab deliveries require appropriate unloading equipment and facilities. It is the Customer's responsibility to ensure:

• A forklift or suitable lifting equipment is available on site
• Trained personnel are present to safely unload the delivery
• The delivery location has adequate access for the delivery vehicle
• A safe, flat, and dry unloading area is available

2.3 Delivery Process.

• Slabs will be delivered on a flatbed or curtain-sided vehicle
• The driver is not responsible for unloading
• Unloading is the Customer's responsibility using their own equipment and personnel
• Slabs must be handled with appropriate lifting gear to prevent damage

2.4 Failed Delivery. If our delivery vehicle arrives and suitable unloading equipment or personnel are not available:

• The delivery cannot proceed
• A failed delivery charge will apply
• Rescheduling will incur additional delivery charges

2.5 Risk Transfer. Risk passes to the Customer once slabs are unloaded at the delivery address, or if the Customer refuses or is unable to accept delivery.

3. Palletised Deliveries (Tiles and Cut-to-Size)

3.1 When Palletised Delivery Applies. While our core products are slabs, we also supply custom-cut tiles and made-to-order products in smaller formats. These products may be delivered on pallets when:

• You have ordered custom-cut tiles
• Products have been prepared to specific dimensions
• The order consists of multiple smaller pieces rather than full slabs

3.2 Delivery Process for Palletised Goods.

• Goods are delivered on a pallet secured with stretch wrap
• Standard kerbside delivery applies
• The driver will offload at the nearest accessible point to your property
• Delivery beyond the kerbside is at the driver's discretion and cannot be guaranteed

3.3 Customer Responsibilities.

• You must inspect goods immediately upon delivery
• Any visible damage must be noted on the delivery documentation before signing
• You are responsible for moving palletised goods from the delivery point to storage
• Pallets must be kept flat and fully supported

4. Inspection and Acceptance

4.1 You must inspect all goods immediately upon delivery and before signing the delivery note.

4.2 Check for:

• Correct quantity
• Visible damage
• Obvious defects
• Any discrepancies with your order

4.3 If there are issues, you must:

• Note them clearly on the delivery documentation
• Take photographs of any damage
• Contact us within 48 hours with photographic evidence

4.4 Once you sign the delivery note without noting issues, goods are deemed accepted in good condition.

5. Delivery Charges and Failed Deliveries

5.1 Delivery charges are quoted separately and must be paid before dispatch.

5.2 If delivery is unsuccessful due to:

• Incorrect or incomplete address provided
• No one present to accept delivery
• Lack of unloading equipment (for slabs)
• Inaccessible delivery location
• Refusal of delivery

you will be charged additional delivery fees for each re-attempt.

5.3 Delivery charges are non-refundable once goods have been dispatched.

6. Storage After Delivery

6.1 Immediately after delivery, it is your responsibility to move goods to a suitable storage area that is:

• Indoor or weatherproof
• Dry and frost-free
• Flat and stable (for slabs and pallets)

6.2 Natural stone must be stored:

• Upright for slabs (with proper A-frame support)
• Flat and fully supported for tiles and smaller pieces
• Protected from exposure to frost, excessive moisture, or direct sunlight

6.3 We accept no liability for damage resulting from improper storage after delivery.

7. Returns Policy

7.1 Right to Return. You may return goods within 30 days of delivery, subject to the conditions below.

7.2 Returns Within 7 Working Days. If you notify us in writing within 7 working days of delivery:

• Full refund of the purchase price (excluding delivery charges)
• Goods must be unused, undamaged, and in original condition
• You are responsible for return carriage costs
• No handling charge applies

7.3 Returns Between 8 and 30 Days. If you notify us after 7 working days but within 30 days:

• Refund of 70% of the purchase price
• 30% handling and restocking charge applies
• Goods must be unused, undamaged, and in original condition
• You are responsible for return carriage costs

7.4 No Returns After 30 Days. We do not accept returns more than 30 days after delivery.

7.5 Custom and Made-to-Order Products. Products that have been custom-cut, fabricated to your specifications, or made to order cannot be returned unless they are faulty or do not meet the agreed specification.

7.6 Return Process. To arrange a return:

• Contact us in writing (email) with your order number
• Provide reason for return and photographs if applicable
• Wait for return authorization before sending goods back
• Goods must be properly packaged to prevent damage in transit
• Use a tracked and insured courier service

7.7 Refund Processing. Refunds will be processed within 30 days of receiving and inspecting returned goods. Refunds will be made to the original payment method.

8. Damaged or Defective Goods

8.1 If goods arrive damaged or defective:

• Note the damage on the delivery documentation
• Take clear photographs
• Contact us within 48 hours with evidence

8.2 We reserve the right to inspect goods before authorising a replacement or refund.

8.3 Our options are to:

• Replace the damaged or defective goods at no cost to you
• Provide a full or partial refund
• Arrange collection of faulty goods at our expense

8.4 This does not affect your statutory rights under UK consumer law.

9. Natural Stone Characteristics

9.1 Natural stone products are subject to inherent variations in:

• Colour and shade
• Veining and pattern
• Texture and finish
• Porosity and density

9.2 These variations are natural characteristics and are not considered defects or valid reasons for return.

9.3 We recommend viewing material in person where possible and ordering from the same batch or bundle to minimise variation.

9.4 Samples are representative only. Actual stone may differ due to the natural variability of the material.

10. Contact Us

For delivery enquiries or to arrange a return, please contact:

Important Notes

• This policy should be read in conjunction with our Terms and Conditions
• Nothing in this policy affects your statutory rights as a consumer under UK law
• For full terms, please refer to our Terms and Conditions page

Gemloria Stone Ltd, London