Refund and Returns Policy
In the unlikely event that you need to return an order or request a refund, we aim to make the process as straightforward as possible.
Below is everything you need to know about returning damaged or incorrect stone and your right to cancel an order.
Our team is always happy to help by phone or email.
If There Is an Issue With Your Product
If you believe there is an issue with your stone, please contact us before taking any further action.
It is much harder to resolve an issue once the stone has been laid. Laying stone that you believe is faulty will be treated as acceptance of the product.
If there has been a mistake with your order, or the stone arrives damaged, faulty, not fit for purpose or not as described, you have 30 days from the date of delivery to arrange a return.
Where the issue is with the product, we will arrange collection at our own cost.
If You Change Your Mind
If you are a consumer and placed your order online or by phone, you have the right to cancel your order within 14 days of delivery.
To qualify for a refund or exchange, the stone must be unused, in the same condition in which it was received and in its original packaging.
Bespoke, cut-to-order and pre-sealed items cannot be returned unless they are faulty, damaged or not as described.
If you cancel within the 14-day period, you are responsible for returning the stone to us.
We can arrange collection on your behalf, but a collection charge will apply.
We will issue your refund within 14 days of receiving the returned goods.
Restocking Fees
Retail customers are not charged a restocking fee for eligible goods returned within the 14-day cancellation period.
Trade customers returning goods for reasons other than a fault are subject to a 20% restocking fee.
How to Arrange a Return
Please contact us using the Unique Projects contact details below and provide your order details and, where relevant, photographs of the product and packaging.
[Telephone number]
[Email address]
[Postal address]
We will review the information and talk you through the next steps.
This page explains our returns policy in plain language. It does not affect your statutory rights as a consumer.
[Please have the final wording reviewed by a solicitor before publishing.]
Returns FAQs
There Is an Issue With My Product. What Should I Do?
Please contact us before laying the stone.
If the stone is damaged, faulty, not fit for purpose or not as described, you have 30 days from delivery to arrange a return.
Where the issue is with the product, we will arrange collection at our own cost.
Can I Return Stone if I Have Changed My Mind?
Yes, provided you are a consumer and contact us within 14 days of delivery.
The stone must be unused, in the same condition in which it was received and in its original packaging.
Bespoke, cut-to-order and pre-sealed items cannot be returned unless they are faulty, damaged or not as described.
You will be responsible for the cost of returning the stone.
Do You Charge Restocking Fees?
Retail customers are not charged a restocking fee for eligible goods returned within the 14-day cancellation period.
Trade customers returning goods for reasons other than a fault are subject to a 20% restocking fee.