RETURNS POLICY

 

Returns Policy

Last Updated: January 23, 2026

We take great care throughout the production and delivery of your order. From time to time some issues may occur. Should this be the case please contact us immediately so that we can help to resolve the issue. For efficiency please provide your order number and any other information necessary to assist us in resolving the matter promptly. For ways in which you can contact us please visit our contact us.

FAULTY OR DAMAGED ITEMS

In the unlikely event of an item arriving faulty, please contact us before unloading any of the items via email and we will be happy to arrange for a replacement or refund.

CANCELLATIONS & CHANGES PRIOR TO DISPATCH

The customer has the right to cancel any order. However, any cancellation must be made prior to us dispatching your order. If you need to cancel your order then you must do this at least 24 hours before your dispatch date.

All cancellations can be made by email to: info@erthstone.com Monday – Thursday 9.00am – 5.00pm and Friday 9:00am - 4:00pm.

CANCELLATIONS & CHANGES FOLLOWING DISPATCH

If an order is cancelled on route, you will incur a transport charge per pallet. The transport costs will be a minimum of £130.

If an incorrect delivery address is entered at the time of order then there may be additional charges for the re-direction depending on where the delivery zone is.

Erth Stone do not accept liability for any late deliveries for factors outside of our control, such as traffic delays, weather and vehicle breakdowns.

If there is any issue with your delivery upon arrival please contact us by phone or email before unloading any of the items. Customers may return the goods at their own expense within 7 working days from the day following the date of delivery. The cost for returning your order will be £130 per pallet. The condition of the item(s) must be in the same condition as they were on arrival, however, if this is not the case a refund may not be given.

FAILED DELIVERIES

Charges will be incurred if you have unsuitable access and the delivery was not able to be carried out. If the delivery cannot take place due to the delivery criteria then a minimum of £130 will be incurred.

Factors for unsuitable deliveries include the following:

• Raised curbs

• Blocked access by cars

• Deliveries being on a hill as this means we would not be able to unload your order.

7 DAY RETURN POLICY

To be eligible for a return, your item must be in the same condition that you received it, not broken or unused and on the pallet it was delivered on. You’ll also need your order number for proof of purchase. When returning your order you will be charged £130 per pallet, along with any applicable zone / delivery charges.

To start a return, you can contact us at info@erthstone.com. If your return is accepted, we will arrange a collection date with you for our pallet courier to collect your order. Items that are sent back to us without first requesting a return will not be accepted.

If anything is incorrect or problematic when your order arrives, please contact us before unloading any items. We will not be held responsible for delays caused by circumstances beyond our control, including weather conditions and vehicle breakdowns.

You can always contact us for any return question at info@erthstone.com.

EXCHANGES

We do offer exchanges. The fastest way to ensure you receive the item that you want is to return the item you have, using the information in our 7 day return policy section above. Once the return is accepted, make a separate purchase for the new item via our website or via email.

Please note when exchanging your order you will be charged £130 per pallet to return your item and a re-delivery fee may apply for delivering your new order on your postcode zone. depending on your postcode.

REFUNDS

We will notify you once we’ve received and inspected your return, then we will let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 3–5 business days.

Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@erthstone.com.