Return Policy

Returns

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Partial/leftover returns are not accepted. Due to the variations in colour, shade and tone which occurs with natural stone, cement, porcelain and other wall decor materials we do not accept partial returns. It should be noted that any leftover tiles/slabs are worth keeping as they will be from the same batch as your original order and can be used later if any damage occur after the tiles have been installed.

All items purchased are carefully checked pre shipping, any items that have been delivered damaged are considered to be Transit Damages.
If item/s arrived damaged we need to be notified within 14 days after arrival otherwise transit damages can not be processed with the insurance company therefore are non refundable/exchangeable.

Refunds (if applicable) 

Once your return is received and inspected, we will send you an email 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 within 30 days, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

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 [email protected]

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 returned.  STAREL stones reserves right to cancel sale orders (items purchased with the promotion / discount codes).

Exchanges (if applicable) 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email on [email protected] and send your item to: Fareham PO168XB 7 Standard Way Hampshire United Kingdom

Shipping 

To return your product, you will have to arrange a pallet delivery service.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

If you are shipping an item over £90, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

We strongly advise that you do not book a tiler, plumper or tradespeople before your order arrives and we recommend you receive and check items from us before making any arrangements.

Pre-orders

As pre-orders are custom made products or products that are shipped from our abroad factory specifically for the order, they are non-refundable. Depending on the product ordered pre-order lead time will very, usually pre-orders delivered within 6-8 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, plumper 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.

If you would like to have an update on your pre-order please contact us on [email protected]