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Terms and Conditions


The Home of Stone

Natural Stone Online Ltd - Terms and Conditions

In these conditions Natural Stone Online Ltd is referred to as the Seller. Any customer purchasing goods from the Seller is referred to as the Purchaser.


1.1 Any order received by the Seller from the Purchaser shall be accepted entirely at the discretion of the Seller, and if so accepted, will only be accepted upon these conditions (hereinafter referred to as “the Conditions”).

1.2 Each order which is so accepted shall constitute an individual legally binding contract between the Seller and the Purchaser and such contract is hereinafter referred to in these Conditions as “an Order”..


2.1 The price of the goods shall be that contained within the Seller’s current published price list on its website or, if different, the price contained within the quotation at the date of acceptance of the Order.

2.2 All prices contained within the Seller’s quotation are valid for 30 days only from the date shown on the quotation or until earlier acceptance by the Purchaser.

2.3 All published prices on the website are inclusive of VAT, however the cost of delivery is not included in the price. Delivery charges shall be separately itemised on the Seller’s quotation.


3.1 For ‘supply only’ orders, payment of the purchase price in full is required at the time of acceptance of the Order by the Seller unless a deposit amount has been agreed with the Seller.

3.2 All goods must be paid for in full before leaving the Sellers Warehouse


4.1 The goods will be delivered to the delivery address provided by the Purchaser. If delivery is unsuccessful due to either:-

(i) An inaccurate or incomplete delivery address; (ii) No-one being present to accept delivery; or (iii) Inaccessibility;

then, once another delivery date is arranged, the Purchaser will be charged additional delivery charges for each attempted re-delivery.

4.2 Delivery of the goods is deemed to have taken place when the goods have been offloaded at the nearest accessible point to the delivery address, which in many cases will be the property kerbside. Delivery any closer to the property will be at the driver’s discretions.

4.3 Risk of damage to or loss of the goods shall pass to the Purchaser upon delivery.

4.4 All deliveries are subcontracted to national pallet networks which involves central hubs, and independent local depots all over the country. Therefore it is important that we are informed, at the time of your order, of any restrictions that may cause any problems for the delivery lorry that is usually large. Thus, please try to ensure that any cars or other obstacles that may be present are removed before delivery. You may be charged for redelivery if you have not told us of any possible restrictions. The other restrictions you must let us know about are: parking restrictions & congestion charges, narrow lanes & roads, slopes, height restrictions & weak bridges.

The delivery driver cannot help with moving the products inside the delivery site, the load will be dropped at the nearest convenient point to the site, which could be the roadside. Anything you can do to help ensure the order can be dropped closer to your place would be appreciated. You (or somebody else on your behalf) must be there to receive the delivery, otherwise your delivery will not be off-loaded and you will be charged extra for redelivery. Please make sure that when the delivery has been made all products are checked and if there are any damages, that the drivers delivery note or electronic POD system is signed as damaged.

We will not accept any discrepancies if delivery note is signed UNCHECKED. If you have asked someone else to receive the delivery on your behalf, they must be thoroughly informed of these conditions.

Economy vs. Next Day Delivery

Any orders on next day service will be delivered on the following working day of dispatch. Orders must be received and paid in full before 11am for the Next Day service. Orders on economy service will be delivered within 3-5 working days of dispatch. Please note under normal circumstances the haulage companies cannot specify any day for economy service deliveries, therefore your order could be delivered on the 2nd or the 4th working day. If you are not at the address of delivery when delivery is made, you will be charged for redelivery. Most nationwide deliveries are between the hours of 9 am to 6 pm.


All natural goods supplied by the Seller are subject to natural and geological variations in markings, colour, texture, cracks and veins, which are beyond the control of the Seller.

Due the nature, manufacturing and hand tooled finish of natural stone products, a tolerance of up to +/-3mm in calibration is to be expected on our products unless otherwise stated.


Immediately after delivery and examination by the Purchaser of the goods, the Purchasers shall be responsible for moving the goods to a suitable indoor dry and frost- free area of storage. The Seller accepts no liability for goods improperly stored or handled.


The Seller recommends that the Purchaser employ only the services of a qualified and experienced Tiler in the storage, handling, laying and sealing of all natural stone floor tiles. The Seller also recommends that the Purchaser use a good quality flexible adhesive and grout. Natural stone tiles need to be sealed using a good quality and recognised brand sealant.


8.1 Where the Purchaser notifies the Seller of any defect, damage or material difference in specification, the Purchaser shall afford the Seller the opportunity to inspect the goods and to replace at the Seller’s cost damaged, defective or

non- compliant goods, or to refund to the Purchaser the price of the damaged, defective or non-compliant goods (or a proportionate part thereof).

8.2 Where the Purchaser wishes to return the goods to the Seller, the Seller shall accept return of the goods subject to the following:

8.2.1 Notification being given by the Purchaser to the Seller within 14 days of delivery of the goods; 8.2.2 The goods being returned by the Purchaser to the Seller in the same condition that they were received by the Purchaser;

8.2.3 Should the Seller accept the wish of the Purchaser to return the goods after the initial 14 working day period, payment by the Purchaser to the Seller of a Handling Charge of 15% of the price of the goods applies;

8.2.4 Payment by the Purchaser of the costs of carriage of the goods from the Purchaser to the Seller. 8.2.5 Refunds will be made within 30 days of receiving notification that the Purchaser wishes to return the goods to the Seller.

8.3 The purchaser cannot cancel if the Goods are bespoke or made specifically for them.

8.4 The purchaser must check the delivery carefully as once the tiles have been installed, laid or altered, the order has been accepted and cannot be cancelled or changed.

8.5 The Seller shall accept no liability in respect of any defect or damage arising from fair wear and tear, wilful damage, negligence, abnormal working conditions, defective or poor installation, mis-use or alteration or repairs of the goods (unless undertaken by the Seller).

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.

Privacy Policy

This privacy policy sets out how Natural Stone Online Ltd uses and protects any information that you give Natural Stone Online Ltd when you use this website.

Natural Stone Online Ltd is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

Natural Stone Online Ltd may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 1st May 2016.

What we collect

We may collect the following information:

Name, contact information including email address
demographic information such as postcode, preferences and interests other information relevant to customer surveys and/or offers

What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

Internal record keeping.
We may use the information to improve our products and services.

We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.

From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.


We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

The website uses server-side Session cookies to store information; this allows the website to identify the user to remember certain actions when navigating around our website, such as adding items into the shopping basket. These actions are stored on the server and not on the end user’s computer/device.

We use Google Analytics to monitor our website visitors, which identify which pages are being used. This helps us analyse data about web page traffic and improve our website

in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system. For more information on Google Analytics please click here

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way

gives us access to your computer or any information about you, other than the data you choose to share with us.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

For more information regarding Cookies please visit the website here

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Your Consent

By using our website, you consent to our privacy and cookies policy.

Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following ways:

if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a

copy of the information held on you please write to Natural Stone Online Ltd, Unit 6 Victor Court, Elvington, York, YO41 4EN.

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.


Contact Details:

Telephone: 01904 607 675


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

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