These Terms and Conditions ("Terms") govern your purchase of natural stone, marble, and related products from Gemloria Stone ("we," "us," or "our"). By placing an order, you ("the Customer") agree to be bound by these Terms.

1. Acceptance of Orders

1.1 All orders are subject to acceptance by Gemloria Stone at our sole discretion. We reserve the right to refuse or cancel any order for any reason.

1.2 Once accepted, each order constitutes a legally binding contract between Gemloria Stone and the Customer.

1.3 Order confirmation will be sent to the email address provided by the Customer.

2. Pricing and Payment

2.1 All prices are quoted in British Pounds Sterling (£) and include VAT at the prevailing rate unless otherwise stated.

2.2 Delivery and installation charges (if applicable) are quoted separately and will be clearly itemised.

2.3 Quotations are valid for 30 days from the date of issue. Prices may be subject to change after this period.

2.4 Payment in full is required at the time of order confirmation unless alternative payment terms have been agreed in writing.

2.5 We accept payment by credit card, debit card, bank transfer, or other methods as specified during checkout.

3. Delivery

3.1 Delivery will be made to the address specified by the Customer at the time of order.

3.2 Delivery dates provided are estimates only. While we strive to meet all delivery schedules, we cannot be held liable for delays beyond our reasonable control.

3.3 Standard delivery is kerbside. The driver will offload goods at the nearest accessible point to your property. Delivery beyond the kerbside is at the driver's discretion and cannot be guaranteed.

3.4 If delivery is unsuccessful due to:

• Incorrect or incomplete address provided
• No one available to accept delivery
• Inaccessible delivery location
• Refusal of delivery

additional charges will apply for rearranged delivery.

3.5 It is the Customer's responsibility to inspect goods immediately upon delivery and before signing any delivery note. Any visible damage or discrepancies must be noted on the delivery documentation.

3.6 Risk of loss or damage passes to the Customer upon delivery.

4. Natural Stone Characteristics

4.1 All natural stone, marble, granite, limestone, and related materials are products of nature and subject to inherent variations.

4.2 Variations in colour, veining, texture, pattern, porosity, and mineral deposits are natural characteristics and not defects.

4.3 Natural fissures, pitting, and minor surface irregularities are typical of natural stone and do not constitute grounds for rejection or return.

4.4 Samples provided are representative only. Actual stone may vary from samples due to the natural variability of the material.

4.5 We recommend viewing material in person wherever possible and ordering from the same batch to minimise variation.

5. Storage and Handling

5.1 Upon delivery, it is the Customer's responsibility to move goods to a suitable indoor, dry, and frost-free storage area.

5.2 Natural stone must be stored flat and fully supported to prevent breakage or warping.

5.3 Gemloria Stone accepts no liability for damage resulting from improper storage or handling after delivery.

6. Installation

6.1 We strongly recommend that all natural stone products be installed by a qualified and experienced stone mason or tiler.

6.2 Use of appropriate adhesives, grouts, and sealants suitable for natural stone is essential. We can advise on suitable products upon request.

6.3 Natural stone should be sealed before and after installation using a high-quality, stone-appropriate sealant.

6.4 Gemloria Stone is not responsible for installation errors, damage during installation, or the use of unsuitable materials.

7. Returns and Refunds

7.1 If you wish to return goods, you must notify us in writing within 7 working days of delivery.

7.2 Goods must be returned in their original condition, unused, and in original packaging where applicable.

7.3 Returns made within 7 working days:

• Full refund of the purchase price (excluding delivery charges)
• Customer is responsible for return carriage costs

7.4 Returns made after 7 working days but within 30 days:

• Refund of 70% of the purchase price (30% handling charge applies)
• Customer is responsible for return carriage costs

7.5 Returns will not be accepted after 30 days from delivery.

7.6 Custom-cut, bespoke, or made-to-order items cannot be returned unless faulty.

7.7 Refunds will be processed within 30 days of receipt and inspection of returned goods.

8. Defective Goods and Warranties

8.1 If goods are delivered damaged or defective, you must notify us within 48 hours of delivery with photographic evidence.

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

8.3 Our liability is limited to:

• Replacement of defective goods, or
• Refund of the purchase price (or proportionate part) of defective goods

8.4 We do not accept liability for:

• Normal wear and tear
• Damage from misuse, negligence, or improper installation
• Damage from use of unsuitable cleaning products or sealants
• Damage from exposure to extreme conditions (frost, excessive heat, acidic substances)
• Alterations or repairs carried out by third parties
• Natural characteristics described in Section 4

9. Limitation of Liability

9.1 To the fullest extent permitted by law, our total liability arising from or in connection with any order shall not exceed the purchase price paid for the goods.

9.2 We are not liable for any indirect, consequential, or special losses, including but not limited to loss of profits, business interruption, or project delays.

9.3 Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by law.

10. Intellectual Property

10.1 All images, designs, text, and other content on our website and marketing materials are the property of Gemloria Stone or our licensors.

10.2 You may not reproduce, distribute, or use any content without our prior written permission.

11. Data Protection

11.1 We process personal data in accordance with the UK General Data Protection Regulation (GDPR) and Data Protection Act 2018.

11.2 For full details, please refer to our Privacy Policy.

12. Governing Law

12.1 These Terms are governed by the laws of England and Wales.

12.2 Any disputes arising from these Terms or your order shall be subject to the exclusive jurisdiction of the courts of England and Wales.

13. Changes to These Terms

13.1 We reserve the right to amend these Terms at any time. Changes will be posted on our website with the updated date.

13.2 Your continued use of our services after changes are posted constitutes acceptance of the updated Terms.

14. Contact Us

If you have any questions about these Terms, please contact us:

Consumer Rights

Nothing in these Terms affects your statutory rights as a consumer under UK law. For more information about your consumer rights, visit the Citizens Advice Bureau at www.citizensadvice.org.uk.

Gemloria Stone Ltd, London