Refund policy

Return and Cancellation Policy:

1. Order Cancellation:
- Customers have the right to cancel their order without facing any cancellation costs at any time before the date of template/fabrication/purchase of materials.
- If a customer wishes to cancel the order after the template/fabrication/purchase of materials has been taken, they will be refunded an amount that justifies the work carried out and materials purchased.
- The refund amount will be reduced by £200, which reflects the cost of preparing the template and administration costs of processing the order.
- If specific materials have been ordered for the customer's order, the cost of these materials will be deducted from the refund amount.
- If worked pieces of stone have been prepared for the order, the processing costs such as labor and use of machinery will be deducted from the refund amount.
- If delivery or fitting has taken place, £400 will be deducted from the refund amount, reflecting the costs incurred.
- If removal or disposal of fitted worktops is required, an additional £400 will be deducted from the refund amount, reflecting the costs incurred.

2. Return of Goods:
- The Customer shall inspect the goods upon delivery and must notify Dream Stone Store in writing within 2 days from the date of delivery of any defects or failure to correspond with their description.
- Dream Stone Store shall be entitled to replace the goods (or the part in question) free of charge or, at their discretion, refund the price of the goods (or a proportionate amount of the price) for valid claims based on defects or failure to match the description.
- Dream Stone Store shall have no further liability to the Customer beyond the replacement or refund of the goods.
- Returns window is within 2 working days, requests beyond 2 working days will NOT be accepted. Please note, the returns window over the Christmas period will be increased to 4 working days.

3. Refunds:
- Refunds for canceled orders or valid claims will be processed within a reasonable time period after deducting the applicable costs as outlined in the cancellation policy.

4. Non-Returnable Items:
- Due to the nature of the products and the customization involved, bespoke one-off pieces and made-to-order pieces cannot be returned or cancelled once production has commenced.

5. Manufacturer Warranties:
- Log Burners and Fireplaces are subject to warranties provided by the respective manufacturers.
- Dream Stone Store supplies these products on behalf of the manufacturers and is not responsible for the warranties or maintenance of Log Burners and Fireplaces.
- Customers are advised to refer to the specific manufacturer's warranty terms and conditions for Log Burners and Fireplaces.

Please note that this Return and Cancellation Policy is based on the information provided in the Terms & Conditions and may need to be reviewed and customised further to align with your specific business practices and legal requirements.