Refund Policy

 

1. Natural Stone Characteristics

All stone supplied by Riven Stone Ltd is a natural product. Variation in colour, texture, thickness, surface finish and markings is inherent and expected.

Minor variations in dimensions (for example 598mm instead of a nominal 600mm) are also normal due to the natural material and traditional processing methods. These natural variations do not constitute a fault or defect and are not grounds for return or refund.

2. Pre-Loading Inspection

Every load of stone is carefully checked by us before loading. A walk-around video of the loaded vehicle is taken as a record of the condition of the stone at the point it leaves our yard.

Any damage that occurs after this point is the responsibility of the courier / transport company.

3. Inspection on Delivery or Collection

It is the customer’s responsibility to inspect all goods thoroughly upon delivery or collection.

Any damage, shortages, incorrect quantities or other issues must be reported to us in writing (with clear photographs) within 48 hours of receipt.

After this period the goods will be deemed accepted in full and no claims will be considered.

4. Returns Policy

•  Stone that has been laid, cut, drilled, or otherwise used cannot be returned.

•  Unopened and unused stone may only be returned at our sole discretion within 14 days of delivery/collection.

•  Any approved return will be subject to a restocking fee of up to 30% of the order value.

•  The customer is responsible for all return transport costs and must ensure the stone is adequately protected during return transit.

•  We reserve the right to refuse any return that is not in the same condition as when it left our yard.

5. Custom & Made-to-Order Stone

Any stone that has been cut, sized, or prepared to the customer’s specific requirements is non-returnable and non-refundable unless it is proven to be faulty or not as described.

6. Faulty or Incorrect Goods

If goods are genuinely faulty or significantly not as described, please contact us within 48 hours of receipt with supporting photographs.

We will, at our discretion and in accordance with the Consumer Rights Act 2015, offer a repair, replacement or refund.

Our liability is limited to the value of the goods supplied.

7. Delivery

Risk in the goods passes to the customer upon delivery or collection. We are not responsible for damage that occurs after the stone has left our yard (as recorded in the pre-loading video).

8. Contact

All claims or queries must be submitted in writing to us as soon as possible. Verbal claims will not be accepted.

9. Governing Law

These terms are governed by the laws of England and Wales.

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By placing an order with Riven Stone Ltd you confirm that you have read, understood and agree to this policy.