Refund policy

Cancellations

The customer has the right to cancel any standard or non-sale order. However, any cancellation must be made prior to dispatch, this means if the product is ordered before 12 midday this must be cancelled by 2pm on the same day and have email confirmation. If ordered after 12 midday, cancellation must be made before 12 midday the following day and have email confirmation.

Cancellations should be made in writing via email. All cancellations must be sent to Customer Services - info@britanniastone.co.uk. Please ensure you include your full name, order number and delivery postcode.

Cancellations are only approved when you receive email confirmation from us of the cancellation, in order to receive a full refund.

If your order has already been dispatched, you will incur a return delivery charge of £80.00 per pallet. This will be deducted from any refund due, along with the original delivery charge and restocking charge of 10%.

Returns

Items must be returned within 14 days of receiving your order. Items must be returned unused and in the same condition in which they were received, including all the original packaging and full complete order.

A 10% restocking & handling charge of the value of goods applies to all products. This charge will be deducted from the total refund.

Part orders are strictly non-refundable.

Custom orders and sale items are strictly non-refundable.

Return Haulage

To return your product, the return shipping can be arranged by you or by us. If you arrange your own return shipping, goods should be sent to: Britannia Stone, Clifton Works, Hillfoot Road, S3 8AA. 

Approval of the return should be granted by Britannia Stone before returning goods.

If Britannia Stone are arranging the return shipping, the relevant information needs to be emailed to: info@britanniastone.co.uk.

Before return shipping can be booked, the goods need to be in their original packaging, placed on a four-way pallet, and secured. A photo of this needs to be provided to Britannia Stone via email.

Where returns are not due to damage or defect, then you will be responsible for paying the delivery haulage costs and return haulage costs. Where we arrange return shipping, these are charged at £80 (including VAT) per pallet for standard delivery and £100 (including VAT) per pallet for express delivery. All haulage costs incurred will be deducted from the total refund due.

We don’t guarantee that we will receive your returned item.

Refunds

Once your return is received and inspected, we will email you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Allow 14 days for the refund to be processed from receipt of returned goods.

Items on Sale

Only regular-priced items may be refunded. Unfortunately, sale items cannot be refunded.

Bespoke Items

Bespoke and/or made to order items are non-refundable in all circumstances.

Exchanges

We only replace items if they are defective or damaged over the 10% wastage allowance stated in our terms & conditions. If you need to exchange it for the same item, email us at info@britanniastone.co.uk and send your item to Britannia Stone, Clifton Works, Hillfoot Road, Sheffield, S3 8AA, United Kingdom.

Deposits

All deposits paid are strictly non-refundable.