Refund policy
Returns & Refund Policy
Made-to-Order and Bespoke Cast Stone
Many Pier & Coping products are manufactured to order. Certain products may also be manufactured to a customer's individual measurements, dimensions, specifications or other bespoke requirements.
Where goods are made to your specifications or are clearly personalised, cancellation and change-of-mind return rights may not apply once an order has been accepted, in accordance with applicable UK consumer law.
For this reason, customers ordering bespoke or customised products should carefully check all measurements, dimensions, colours, profiles, quantities and other specifications before placing an order.
Standard Products
Where a product is selected entirely from our standard range of sizes, colours and specifications and is not customised or personalised, your statutory cancellation rights for online purchases may still apply.
Nothing in this policy affects your statutory rights.
Changes and Cancellations
If you need to change or cancel an order, please contact us as soon as possible. Where manufacture has not yet commenced, we will try to accommodate reasonable requests.
For bespoke or customised goods, once manufacture has commenced we may be unable to accept changes or cancellations.
Faulty, Damaged or Incorrect Goods
If an item arrives damaged, is faulty, has been supplied incorrectly or is materially different from what you ordered, please contact us as soon as reasonably possible with your order details and photographs of the issue.
Where applicable, we will provide the remedy required under UK consumer law, which may include repair, replacement or refund.
Please inspect your order promptly following delivery and notify us of any visible transit damage as soon as possible. This does not affect your statutory rights.
Natural Colour and Finish
Cast stone is a manufactured mineral product and variations in colour, tone, texture and surface appearance may occur between individual pieces and between samples, photographs and finished products.
Website images and colour samples are therefore intended as a guide. Reasonable natural or manufacturing variation in appearance will not, by itself, mean that a product is faulty.
Measurements and Customer-Supplied Specifications
For bespoke orders, customers are responsible for ensuring that measurements, dimensions and specifications supplied to us are correct.
Where goods have been manufactured correctly in accordance with measurements or specifications supplied or approved by the customer, we cannot accept responsibility because those measurements or specifications subsequently prove unsuitable.
This does not affect your rights where we have manufactured or supplied goods incorrectly.
Return Costs
Where a customer exercises a statutory right to return eligible non-faulty goods, the customer may be responsible for the direct cost of returning those goods where permitted by law.
Cast stone products can be extremely heavy and may require specialist or pallet transport. Customers should therefore contact us before arranging any return.
Your Statutory Rights
Nothing in this Returns & Refund Policy is intended to exclude, restrict or limit any rights that cannot legally be excluded under UK consumer law.