Cancellation and Refund Policy

This policy explains how cancellation refunds are assessed for made-to-measure stone projects. It should be read with our Terms and Conditions of Sale. It does not limit your statutory rights where goods or workmanship are faulty.

Before templating or materials are ordered

Tell us as soon as possible if you wish to cancel. Where no service has been supplied and no project-specific cost has been incurred, sums due back will be refunded. If a chargeable visit or other agreed service has already taken place, its reasonable cost may be deducted.

After templating

If professional templating has been completed and you do not proceed, the standard £150 call-out and templating charge remains payable. Any balance due back will be refunded after that deduction and any other evidenced project-specific cost permitted by law.

After materials are ordered

Where stone or another material has been ordered specifically for your project, we may deduct the supplier cost where it cannot reasonably be cancelled or returned. We will identify the deduction rather than applying an automatic blanket forfeiture.

After cutting or fabrication begins

Stone cut or fabricated to your measurements is bespoke and may have no resale value. A cancellation refund will therefore take account of materials and work already completed, subject to applicable consumer law.

Faulty goods or workmanship

Cancellation deductions do not remove your rights when goods are not as described, of satisfactory quality or fit for an agreed purpose, or when services have not been performed with reasonable care and skill. Contact us promptly so we can inspect and offer the appropriate repair, repeat performance, replacement, price reduction or refund required by law.

How refunds are paid

Once the amount is agreed, we will process the refund without undue delay, normally to the original payment method. Bank processing times are outside our control. We will confirm the amount and any deductions in writing.

How to request cancellation or a refund

Email info@ktstone.co.uk, call 07519 632347, or write to the address above. Include your name, project address, quotation or enquiry reference and the reason for your request.