Returns & Cancellations Policy

1. Order Cancellations

(1.1) Cancelling Before Dispatch

• If you notify us of a cancellation before your order has left our facility, you will receive a full refund with no penalties or deductions.
• Because orders are processed rapidly, you must notify us immediately via email or phone within the first few hours of placing your order.

(1.2) Cancelling After Dispatch

• Once an order has been dispatched from our warehouse, it cannot be stopped in transit without incurring freight costs.
• If you choose to cancel, miss, or refuse delivery after dispatch, a flat return shipping fee of £98 per pallet will be deducted from your final refund to cover the transport costs of returning heavy goods back to our warehouse.
• Delivery fee, express or timed delivery surcharges, split fee, or any extra charges will be non-refundable. The return fee will be deducted from the product amount.

2. Standard Returns (14-Day Cooling-Off Period)

Under the Consumer Contracts Regulations, you have the right to cancel and request a return for your order within 14 calendar days following the date of delivery.

(2.1) The 14 + 14 Return Timeline

• Notification Window: You must notify us of your intent to return the goods within 14 calendar days of delivery. Requests submitted after 14 days will be declined.
• Return Delivery Window: Once you have notified us, you have a further 14 calendar days to ensure the goods are returned back to our warehouse facility.
  
  

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3. Eligibility & Exclusions

Because we specialize in heavy, fragile building materials, all returns must strictly comply with the following eligibility criteria:

(3.1) Eligible Returns:

• Return requested within 14 days of delivery.
• Full Orders / Full Pallets Only: We only accept returns of complete, full-pallet orders.
• Goods must be completely unused, undamaged, in pristine condition, and sealed inside their original packaging.

(3.2) Exclusions (Non-Returnable Items):

• Partial Returns & Leftovers: We do not accept returns for leftover tiles, loose items, or partial orders.
• Missing Packaging: Items that have been unpacked, opened, or have had their original packaging disposed of.
• Bespoke / Custom Orders: Products specifically made, cut, or altered to custom customer specifications.
• Perishable Building Materials: Unsealed liquids, grouts, adhesives, sealants, or chemicals.
• Installed Goods: Products that have already been laid, cut, glued, or installed. Installation constitutes full acceptance of the product.

4. Return Shipping Fees & Deductions

Because these are heavy freight items, return shipping costs are the customer's responsibility unless the product is defective.

Return Options	Applicable Fees & Details
Royale Stones Collection Service	£98 per lift / pallet: Deducted directly from your final product refund for complete convenience.
Customer-Arranged Self Return	£30 restocking fee per lift / pallet: Covers warehouse offloading, safety inspection, and administrative processing.

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5. Step-by-Step Return Process

(5.1) Option A: Collection Arranged by Royale Stones (£98 / lift)

• Submit Request: Email aftersales@royalestones.co.uk with your order number and clear photographic proof showing that the goods are securely stacked, strapped, and packed on their original pallet(s).
• Collection Booking: Once approved, we will schedule a freight courier to collect the pallet(s) within 2 to 3 business days.
• Transit: Transit back to our central hub typically takes 3 to 4 business days.
  
  

(5.2) Option B: Self-Arranged Return (£30 restocking fee / lift)

• Submit Request: You must email aftersales@royalestones.co.uk prior to dispatching goods to receive return authorization and drop-off instructions.
• Delivery Location: Goods must be delivered strictly to our central warehouse facility in Lincoln (exact depot address will be provided upon authorization). Drop-offs at physical showrooms are not accepted.
• Transport Security: You are fully responsible for the goods until they arrive at our warehouse. We strongly recommend using an insured pallet freight service.

6. Refunds & Exchanges

(6.1) Refund Processing

• Once your return arrives at our Lincoln warehouse, our team will inspect the goods to verify condition, packaging, and quantities.
• Refunds will be processed after deducting any applicable collection fees (£98/pallet) or restocking fees (£30/pallet).
• Website Purchases: Refunded directly to the original payment source (card, PayPal, etc.).
• In-Store Showroom Purchases: Card or cash payments made in person at a showroom require a visit back to the showroom to process the refund on the card terminal.
• Bank Transfers: Refunded securely via BACS transfer back to the originating bank account.
  
  

7. Legal Liabilities & Statutory Rights

(7.1) Statutory Rights & Terms Agreement

By agreeing to our terms and conditions at checkout, this policy becomes contractually enforceable. However, nothing within these terms waives, excludes, or restricts your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

(7.2) Transport Cost Liability for Heavy Goods

Due to the heavy, bulky, and fragile nature of tiles, paving, and stone products, return freight involves specialist palletized logistics. Under UK consumer law, the liability and expense for return transport rest entirely with the customer, except where goods are proven to be defective or incorrectly supplied as detailed below.

(7.3) Chargeable Returns 

Return transport charges will be covered by the customer in the following circumstances:

• Change of Mind & Order Errors: Orders cancelled or returned due to personal preference, disliking the color/style, ordering by mistake, or no longer requiring the materials.
• Standard 14-Day Returns: Goods returned in perfect, original, resalable condition under the standard 14-day statutory cooling-off period.
• Partial Damage / Under 50% Breakage on Delivery: Tiles and paving materials carry inherent transit risks. If under 50% of your total delivery arrives damaged, our legal liability under the Consumer Rights Act 2015 is fulfilled by providing free replacement units or a refund for the broken items. If you refuse free replacements and elect to return the entire remaining, undamaged order, this is classified as a voluntary full return, and return freight fees (£98/pallet) will apply.
• Subjective "Satisfactory Quality" Claims: Quality expectations vary between individuals. Where products meet British and European manufacturing standards (BS EN 14411) and commercial quality controls, subjective dissatisfaction does not constitute a fault under law. Return transport costs remain chargeable to the customer.
• Natural Variations & Industry Tolerances: Natural stone and manufactured tiles exhibit inherent shade variations, veining, texture, pattern, finish, tonal differences, and dimensional tolerances. Batch variations are standard characteristics that do not render the product defective or misdescribed, and return fees will apply.

(7.4) Conditions for Free / Non-Chargeable Returns

Free return transportation (where Royale Stones covers or waives all collection and handling fees) applies strictly under the following statutory conditions:

• Proven Manufacturing Defects: Where a product is independently proven to possess an inherent manufacturing fault or failure that makes it unfit for its intended purpose.
• Clarification on Fragile Goods: Transit breakage, handling damage, or chips caused during unloading do not constitute manufacturing defects and are handled under our damaged goods protocol.
• Material Misdescription / Non-Conformity: Where the delivered item is proven to materially differ from the product description, technical specifications, or advertised specifications provided at the time of purchase.
• Major Delivery Damage (Over 50% Consignment Damage): Where over 50% of the overall shipment arrives damaged upon delivery, you may reject the order as a major non-conformity. We will arrange a full return, collection, or replacement at no additional cost to you.
  

(7.5) Requests Submitted After 14 Days

Any request for return, refund, or exchange submitted after the 14-day statutory notification window has passed is strictly subject to company discretion. Any accepted late returns will be subject to applicable restocking fees, handling costs, and two way freight charges.

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We strive to ensure a seamless and transparent experience for our customers, respecting regulatory guidelines and prioritising your satisfaction. For any inquiries or assistance regarding cancellations, returns, or damages, please don't hesitate to reach out to our dedicated customer service team at aftersales@royalestones.co.uk