In the unlikely event that you need to return any of our products or ask for a refund, we offer a smooth process to make the situation as stress-free as possible. Here we explain everything you need to know about how to return damaged or wrongly delivered products, and your right to cancel an order. Our friendly staff is also ready to help online or by phone.
We refund 100% if a wrong order is delivered. The client has the right to refuse a wrong order. It must remain in the truck. We refund 100% less transport costs if a client declines a delivered order, provided it’s not yet offloaded. This doesn’t apply to concrete orders and Asphalt as they are made to order. Refunds take between 3 to 5 days to be processed.
There is an issue with my product. What should I do?
If you think there is any issue with a product, please contact us in the first instance. It becomes more difficult to deal with product issues once the product has been installed. If you feel that there is an issue with the product before installation, yet you go ahead and install the product, you are accepting the goods, and you may have less recourse for a complaint if raising the issue afterwards.
If there has been a mistake with your order, the material arrives to site damaged, is faulty, not fit for purpose, or not as described, the client has the right to refuse a wrong order. It must remain in the truck
Can I return Stone Hub products if I don’t like them or have just changed my mind?
Yes, provided it’s not damaged, and at 60% admin charges deduction. No returns on made-to-order products. As long as the products are returned in the same condition and the original packaging as they were supplied, you will receive a full refund or exchange for the materials. The only exception to this is bespoke or pre-sealed items, and all concrete products that are made to order, which cannot be returned.
If you exercise your right to cancel within 14 days, you will be responsible for returning the material to the Stone Hub depot. We can collect the material ourselves, but this will incur a collection cost. Speak to a member of our team for further information.