Damages and Returns
At Melton Stone we want you to love your tiles, if not we accept returns upto 7 Days.
Please note we can only accept returns on your full order quantity.
Accessories Returns
We can accept Returns on Accessories such as Grout and Slurry Primer within 7 days of purchase with receipt asuming that they are in the same sellable condition. If the box seal has been broken or the bag is damp / ripped we cannot accept this.
We Can not issue a Refund On
- Part orders or leftover tiles
- Unboxed or damaged tiles
- Custom Cut Fireplace Hearths
Porcelain Batch Codes
Porcelain is manufactured in batches and therefore the colour and texture may vary from batch to batch. We will always send the same batch code for any order however we cannot guarantee you will receive the same batch code again on your following order unless we have been contacted beforehand.
How To Return Your Order
We can only accept unopened returns in the same packaging as you have received them in, including shrink wrapping and pallet straps.
All returns must be arranged by the customer.
All refunds will be subject to the deduction of the delivery cost of your order.
All refunds will be subject to a 25% restocking fee.
Damages
At Melton Stone we pride ourselves on our professionalism and operate to extremely high standards, however on occasion goods can get damaged in transit.
All orders leave our warehouse facilities in perfect condition after checking by the line manager and supervisor these goods are photographed prior to loading on the delivery vehicle.
If you see or suspect damage of any description, then please do the following within 48 hours of receiving your order.
When ordering your goods it is important to allow 10% extra for cuts, waste and breakages, 10% of breakages is usually acceptable. In the Stone Industry, the first 10% of damages are not covered for any replacement, it is industry standard that is not uncommon for a small nominal 10% or less of the goods to incur the occasional chip or damage within the transportation of your goods.
We will Issue you a refund of the damaged goods after the 10% for a sucessful claim. Please note we do not offer free replacements.
- Take an Image of ALL Damaged Tiles from a top down Birds eye view, see example photo below.
- Mark Damaged on the delivery with signature.
- Complete our Damages Form Below
- Please see Example photo below, any photo not sent like this will not be accepted.
