Return and Refund Policy

At Top Stone Centre, we hope you are delighted with your purchase. Please read the following Return and Refund Policy carefully before purchasing, collecting, or accepting delivery of any goods supplied by Top Stone Centre. By purchasing from Top Stone Centre, the Customer acknowledges and accepts the terms outlined below.

Refund Process

• Approved refunds will be processed within 3–5 working days from confirmation.
• Refunds will be issued using the original payment method.
• The time taken for funds to appear in your account may vary depending on your bank or payment provider.

Goods Inspection and Acceptance

All slabs and materials supplied by Top Stone Centre must be thoroughly inspected at the time of collection or delivery prior to fabrication, cutting, processing, or installation.

Inspection responsibility rests with the Customer, fabricator, installer, or any person accepting the Goods on the Customer’s behalf.

By accepting delivery or signing the delivery note, the Customer and/or fabricator confirms that the full slab has been inspected and accepted in satisfactory condition, including with regard to visible appearance, colour, veining, finish, dimensions, thickness tolerances, and any visible defects or transport damage.

Any concerns or claims regarding the slab must be raised prior to cutting, fabrication, processing, or installation.

Once the slab has been cut, fabricated, modified, processed, or installed, the material shall be deemed fully accepted and no claims, returns, refunds, replacements, or compensation will be accepted from the Customer, fabricator, installer, end user, or any third party in relation to:

• natural characteristics of the stone,
• visible or internal fissures,
• thickness tolerances,
• colour or veining variation,
• fabrication breakages,
• suitability for purpose,
• or features revealed during or after fabrication and installation.

Viewing Slabs Before Purchase

We strongly encourage Customers to view slabs in person before purchase, particularly for natural stone products such as Marble, Granite, or Quartzite.

Natural stone may contain unique veining, resin-filled areas, fissures, colour variation, shading differences, textures, and natural movement that may differ from sample images, photographs, or small samples.

Natural Characteristics and Limitations

Natural stone products inherently contain features and variations that are not considered defects. These include, but are not limited to:

• Resin-filled cracks or fissures
• Hairline cracks not visible on the surface
• Pitting, micro-fissures, or natural openings
• Colour variation, veining, and pattern differences
• Variations in slab thickness within standard industry tolerances (including nominal 20mm or 30mm slabs varying by approximately ±1–2mm)
• Surface movement or natural changes over time

These characteristics are part of the natural formation and processing of the material and do not qualify as valid reasons for rejection, return, refund, replacement, compensation, or claim.

Natural stone slab thicknesses are nominal dimensions only. Minor variations in thickness are standard within the natural stone industry and must be taken into account during fabrication and installation by the Customer, fabricator, or installer.

Unsatisfactory Condition (Valid Grounds for Rejection)

This section applies only to full slabs or materials supplied by Top Stone Centre at the time of collection or delivery, prior to any cutting, fabrication, processing, or installation.

Goods may only be rejected at the point of delivery or collection where there are clearly visible and significant defects or transport damage affecting the full slab, including:

• Visible cracks or major breakages
• Significant structural damage caused during transport
• Severe surface damage materially affecting usability
• Incorrect material supplied compared to the confirmed order

The Customer, fabricator, installer, or person accepting the Goods on the Customer’s behalf must inspect the slab before acceptance and before signing the delivery note.

If such issues are identified, delivery must be refused immediately and Top Stone Centre must be notified at the time of delivery or collection in order for any replacement or refund request to be considered.

Once the slab has been accepted, signed for, cut, fabricated, processed, or installed, the Goods shall be deemed accepted in full and no rejection, return, refund, or claim will be accepted in relation to the supplied slab.

Invalid Grounds for Rejection

The Customer may not reject the Goods based on:

• Natural stone characteristics outlined in this policy
• Resin-filled cracks or internal fissures
• Variations in colour, pattern, veining, shading, or texture
• Minor surface imperfections consistent with natural materials
• Thickness tolerances within accepted industry standards
• Natural features, internal fissures, thickness tolerances, or characteristics that become apparent during fabrication, cutting, or installation

Natural Stone and Kitchen Worktop Considerations

Natural stone products such as Marble, Granite, and Quartzite are porous materials and may absorb water, stain, etch, or change appearance over time due to contact with acidic substances, liquids, heat, environmental conditions, or improper maintenance.

Performance may vary depending on the stone type, finish, application, and environment of use.

Top Stone Centre does not accept returns or provide refunds for issues relating to:

• Water absorption
• Staining or etching
• Discolouration
• Surface wear
• Chipping during fabrication or installation
• Natural deterioration or ageing over time

These are recognised characteristics and risks associated with natural stone products.

Top Stone Centre does not provide warranties or guarantees regarding:

• Durability or longevity
• Performance under specific conditions
• Suitability for a particular purpose or application
• Resistance to staining, etching, scratching, or heat

Top Stone Centre does not provide advice, recommendations, or assurances regarding:

• The choice of finish (including polished, honed, leathered, or other finishes)
• The suitability of a particular stone or finish for a specific application
• Expected performance under particular conditions or environments

All decisions regarding material selection, finish, fabrication, installation, and application are made solely at the Customer’s discretion and risk.

Top Stone Centre does not independently test stone materials. All products are sold based on their commercially recognised classification and industry description. While the material type (for example Marble, Granite, or Quartzite) will remain accurate, Top Stone Centre reserves the right to change or market the commercial name of the material for business or competitive purposes without prior notice.

Customers are strongly advised to:

• Inspect and approve materials prior to purchase
• Apply appropriate sealing treatments where necessary
• Use suitable cleaning and maintenance products
• Obtain independent professional advice regarding suitability, installation, and maintenance where required

By purchasing from Top Stone Centre, the Customer acknowledges and accepts the natural characteristics, limitations, tolerances, and risks associated with natural stone products.

Change of Mind

Returns or refunds are not accepted where the Customer changes their mind after accepting the Goods.

Once the Goods have been inspected, accepted, and the delivery note signed, all sales are final.

Order Cancellation and Delivery Charges

If an order is cancelled on the scheduled day of delivery, an administration fee of £120 will apply.

If cancellation occurs after the delivery vehicle has arrived at the Customer’s address, the Customer will be liable for:

• The £120 administration fee; and
• The full delivery charge

This applies even where the Customer refuses the Goods due to a change of mind prior to signing the delivery note.

Contact Us

For any queries or concerns regarding your order, please contact:

📧 info@topstonecentre.co.uk