Terms & Conditions

“Us, our, we” means Starel Stones®

Exchanges (if applicable) 

We only replace items if they are defective or damaged. Please email on enquiries@starelstones.co.uk.

All items purchased are carefully checked pre shipping, any orders delivered damaged or partially missing are considered to be transit damaged/lost.
If item/s arrived damaged/missing we need to be notified within 24 hours after arrival otherwise transit damages and/or missing items can not be processed with the insurance company therefore are non refundable/exchangeable. If an order/pallet is open during inspection of the goods It is customers responsibility to ensure damaged/defective product (if applicable) is packaged same way as it arrived, to ensure the safe journey back to our warehouse.

Important note: in an event of a damage/ lost item driver must be informed on delivery for delivery to be marked on POD (proof of delivery) that item is missing/damaged. I

Late or missing refunds (if applicable) 

If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at enquiries@starelstones.co.uk

Sales / Promotions

  • Sale codes / coupon codes can be only applied one at a time.
  • Promotion / Discount codes are not applicable to discounted items / items on sale or custom clearance products.
  • Promotion / Discount codes are valid only until day specified on the promotion.
  • Promotion / Discount codes are not applicable to orders placed before or after sale starts / ends.

Only regular priced items may be refunded, sale or items that are on stock clearance cannot be canceled.  Starel Stones reserves right to cancel sale orders (items purchased while being on sale). Refunds are processed to the original payment method.


This clause only applies if your order has not been shipped out of our warehouse yet. You can find out the progress of the order by contacting us. To cancel you must let us know in writing that you wish to cancel. enquiries@starelstones.co.uk

  • Order can be cancelled only if it is still in our warehouse/hasn’t been shipped.
  • You may cancel only full price, in stock item orders. Items on stock clearance, pre-order, can not be cancelled.
  • All cancellation are subject to 35% cancellation & restocking fee.

Starel Stones reserves right to cancel and refund undelivered orders.

Refunds (if applicable) 

If you are approved for a cancellation and refund, your refund will be processed within 30 days, and a credit will automatically be applied to your original method of payment. 


All main orders over 1m2 are often shipped via 3rd party curbside pallet delivery services for which we are not responsible so we cannot guarantee exact delivery times. That is why we strongly advise that you do not book a tiler, plumber or tradespeople before your order arrives and we recommend you receive and check items from us before making any arrangements.

3rd party delivery companies will only deliver to the nearest accessible point with an electric pump truck/pallet truck. Please note pump trucks/pallet trucks can only go on the solid ground/surface.

You must make us aware of any access restrictions or difficulties for a large lorry and you must ensure a responsible person is at the Delivery Address at the time of Delivery to supervise the offload and sign for the goods.

In an event of a failed delivery or customer not being able to accept the delivery, re-delivery charges may apply of up to 90% of the original shipping cast.


Pre-orders are custom made products or products that are shipped from our abroad factory specifically for the order, pre-orders are non-refundable. Depending on the product ordered pre-order lead time will vary. Usually pre-orders are delivered within 4-8 weeks of order. It should be noted that 1-3 week delays are possible due to the unpredictable circumstances. 

We strongly advise that you do not book a tiler, plumber or tradespeople before your order arrives and we recommend you receive and check items from us before making any arrangements. Starel Stones is not liable for tradesman charges due to the early bookings.