REFUND POLICY

You have the option to cancel and return your order within 14 days of the delivery date. However, please note the following conditions:

  • Returns are accepted for complete, sealable, unopened crates within the 14-day window.
  • Custom orders, made-to-measure products, loose slabs, sale items, and accessories cannot be returned.

Setting Up a Return

To initiate a return, please contact us in writing. You are responsible for covering the costs and arranging the return of the goods. Depending on the circumstances, we may arrange for a collection through our distribution network, with the costs equivalent to regular shipping fees.

If we schedule a collection, we will require pictures of the crates in their original condition to assess their suitability for collection. If the original packaging has been opened or requires improvement, it is your responsibility to repack the items securely for return.

Failure to comply with our returns policy may result in a fee of £50 + VAT per crate to cover associated collection costs.

Return Charges

Upon return, we will inspect the goods for any damage or unreported issues. A restocking fee of £165 per crate will be deducted from any refund owed. This fee includes delivery, pickup, return charges, and restocking costs.

We are happy to provide guidance on alternative options for selling the goods, as this may be more cost-effective for you.

Holding Request: If you requested us to hold your order and 14 days have elapsed from the date of order confirmation, a 10% holding fee will be charged on the total order amount.

Refund Process

Before issuing a refund, we must receive and inspect the returned items. Any damaged products will be deducted from the refund amount.

Upon receipt and inspection, the refund process typically takes 2 to 5 working days to complete. Depending on your bank and payment method, it may take an additional 2–5 days for the refund to reflect in your account.

Refund requests will be processed in order of priority once the products have been received and inspected.

For any further assistance or inquiries regarding our returns policy, please don't hesitate to contact us.