Goods delivered from Royale Stones

We always take great measures to make sure you like our products. However, we understand that sometimes things may not work out how you expect them to, so we offer an easy process to exercise cancellations and returns for your order. Please check the below points to know more about the process. Kindly note that this policy is as per the consumer laws for these products. To know more or request any cancellation, returns, exchanges, or damages requests, please contact our customer service team at - sales@royalestones.co.uk

Cancellations

We work in a fast-paced environment and usually ship your order on the same day it is ordered or within 12-24 hours of the order. If you wish to cancel your order instantly, you should let us know within the first 4 hours of placing your order. If you do this, we can cancel the order and process a refund to you in full. However, once the order has been dispatched, if you wish to cancel, miss, or refuse the delivery, a flat rate of £98/pallet will be charged for returning the goods to us and will be deducted from the refund amount owed.

Returns

As per the Consumer Contracts Regulations 2014, a customer is allowed to cancel and return the order if they simply change their mind. Customers would not need to inform us of the reason for canceling and just directly request cancellation within their rights. Any returns as per the below points will incur a collection and restocking fee accordingly. This is subject to the following conditions, so to ensure a smooth process, please follow these guidelines:

• Customers have the right to cancel from the moment they place their order and up to 14 days after receiving the goods. No cancellation or return request will be accepted after this period. After the first notification of return, the customer then has a further 14 days to return the goods to us in pristine condition.
• If an order has already been dispatched from our warehouse and you request to cancel it, then a flat rate of £98/pallet will be levied as per the cancellations clause.
• To proceed with the return, the product must be unused, in pristine condition, and should be returned in its original packaging. We will only accept returns of full pallets that are in the same condition as when they were delivered. There are exemptions to online returns which include tailor-made/personalized goods.
• Please note that we cannot accept returns of part pallets or items that have been tampered with, such as being removed from their original packaging. Unfortunately, perishable items cannot be returned due to health and safety regulations.
• Leftovers or items that fall outside of full order cancellation will not be considered for returns due to continual low prices and rapid stock turnover
• Before confirming the return of your items, we may request a photograph showing the condition of the product. This helps us ensure that the items are in a resalable condition and good for return.
• Customers will be responsible for arranging the transport and insurance of the goods being returned. Any damaged goods received will be liable to deductions from the refund amount owed to the customer.
• If the customer is sending the goods back to us by using their courier, a restocking fee of £30/pallet will be levied.
• All returns must be sent to our main distribution warehouse. Please contact our customer service team for the return address and any additional instructions.
• If the customer requests us to arrange the collection of the items, a flat rate of £98 per pallet will be levied. In this scenario, the customer will still be responsible if any damaged goods are received at our end.
• Once we receive the returned goods at our main distribution warehouse, they will be inspected by the warehouse team to ensure they are in resalable condition. After confirmation, refunds will be processed within 5 working days. If any delivery fee was paid on the original order, it will be deducted from the refund amount

Exchanges

There are very slight chances of you not liking our products, but on the off chance, we can offer you an exchange with any other products if you like. This is subject to the following conditions:

• Only full orders will be accepted for exchange requests. Products that have been opened, used, or tampered with, will not be considered for exchange.
• The customer will be responsible for arranging the transport & insurance of the goods being returned. As these are fragile items, any damaged goods received at our end will be liable to deductions from the refund amount owed to the customer.
• All returns must be sent to our main distribution warehouse. Please contact our customer service team for the return address and any additional instructions.
• If the customer requests us to arrange the collection of tiles, a flat rate of £98 per pallet will be levied. In this scenario, the customer will still be responsible if any damaged goods are received at our end.
• Once we receive the returned goods at our main distribution warehouse, they will be inspected by the warehouse team to ensure they are in resalable condition. After confirmation, we can proceed with the swap request. We will adjust the amount paid with the swapped order after deductions (if any).
• If the exchanged order amount is below £400, there will be a redelivery fee levied to deliver the goods to you. Alternatively, you can choose to pick it up from the warehouse as well.

Damages

We operate with high standards and pack the products as securely as possible. Although breakages are rare, sometimes they can happen during transit, therefore please allow 3-5% of breakage to be on the safe side.

• We suggest having someone available to take the delivery. If you see any visible damage at the time of delivery, please notify the driver & sign it as damaged. Take enough pictures of the pallet & product for future reference.
• You will then have 72 hours to check the whole delivery thoroughly and report to us the exact number of damaged tiles along with the images for verification.
• We strongly suggest checking all the tiles and reporting the damages within the timeframe (72 hours) to claim free replacements or refunds. Only one damage claim will be accepted per order.
• We recommend that you open all products, and check exactly how many individual slabs are broken, and take plenty of digital images of the breakages for verification.
• Damages need to be reported via email only and need to be sent to our team at sales@royalestones.co.uk Until this email is received, the damages report will not be considered.
• Please do not fit any damaged goods, as this indicates you have accepted the goods and we will be unable to replace or refund the damaged items which have been installed.
• Please keep all damaged items as we may need to arrange collection of damaged slabs for inspection and to get a claim from insurers.

Faulty Items

Under the Consumer Rights Act 2015, a customer has the right to return goods that are proven to be faulty and get a full refund without any deductions. This right is limited to 30 days from the date of delivery.