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Refund & Returns Policy


Return of Goods & Refund Policy

Return by Customer: The Purchaser shall be entitled to return to the Seller any goods delivered under any order and/or contract, at their own cost, within 28 days of receiving the goods provided that such goods are returned in the same condition as at delivery and are not damaged, broken, fractured, cut or scratched in any way.

Cost of Return: The Purchaser shall return the goods to the Seller at its own risk and expense to Natural Stone Online, Unit 6 Victor Court, Elvington, York, YO41 4EN or such other address as notified to the customer by the supplier.

Rejection of Returns: The Seller shall be entitled to reject any goods returned if it considers in its reasonable opinion that such goods are damaged, broken, cut or scratched in any way.


If you receive damaged or wrongly selected wall or floor tiles you will need to inform Natural Stone Online within 48 hours from receipt of delivery. The POD (Proof of Delivery – “drivers paperwork”) must be signed with one word “DAMAGED” and also photographic evidence will be required. We will endeavour to send replacement tiles as soon as possible.

Extras / Spare

We will refund any unopened boxes within 28 days from the date of receipt of return. Unfortunately, we cannot accept returns on any perishable items, for example, on adhesives and grouts. The customer will be responsible for organising and the cost of the return of the goods to our main distribution warehouse. The refund will be processed within 28 days following our receipt of the return.

Change of mind

The customer will have the right to return all unperishable goods if they are not happy with their selection. The Purchaser must give notification to Natural Stone Online in writing to within 14 days of receipt of the goods of the purchasers intent to return the goods. The goods must be returned in the original packaging to our main distribution warehouse and the customer will be responsible for the cost and arranging transport and insurance of goods. The return of the goods must be done within 28 days of the purchaser receiving the goods. Refunds will be processed within 28 days following receipt of the return by the seller.

Special orders / Offers

Items that have been specially ordered, bespoke made or specifically end-of- line clearance or sale items cannot be returned for a refund.

Discretion is always applied to the above.

10% damages

Due to the very nature of natural stone tiles it recommended that 10% of the net area in extra material is ordered to cover breakages, cuts and wastage. In light of this Natural Stone Online reserve the right to not refund up to 10% of damaged goods and ask that these tiles are used for the cuts in your project. It is at the sellers discretion to waiver this clause.

Contact Details:

Telephone: 01904 607 675


Address:  Unit 6, Victor Court, Hunter Drive, Airfield Industrial Estate, Elvington, York, YO41 4EN

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