We hope you are happy with your purchase from Hereford Stone but if you’re not completely satisfied, here’s how we can help:
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
It is your responsibility to arrange for the item to be delivered back to us for return, regardless of where you live in the UK or overseas. If you are unable to arrange delivery yourself, we can do that for you at a cost. The cost of collecting items from you will vary depending on where you reside, so please contact us for an accurate quote if you require our help with collection. This does not apply to exchanges, for which you can see below.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted:
- Any item that was customised per your instructions prior to collection or delivery. In this case we can only refund the cost of the materials, not the cost of labour.
- Any item not in its original condition, that is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a 7 days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at website[@]herefordstone.co.uk.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at website[@]herefordstone.co.uk and send your item to: Unit 1D, Thorn Business Park, Hereford, HR2 6JT. If you are unable to send your item back to us or have requested an exchange via delivery, we can arrange for the item to be collected either prior to or at the same time as providing the replacement.
Exchanges that are done remotely (via delivery from us to you) and are a result of preference (you’d prefer another colour, for example) rather than through our own error (e.g. it was shipped with incorrect modifications that differ from your original instructions as supplied via email) will be charged at our standard delivery rate, which varies depending on your location. Please contact us for an up to date quote if cost is an issue.
To return your product, you should send your product to: Hereford Stone, Unit 1D, Thorn Business Park, Hereford, HR2 6JT. The item must be labelled with your original purchase invoice number.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable and non-deductable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Contact us at website[@]herefordstone.co.uk for questions related to refunds and returns.