Returns & Refunds
Last updated: November 2026
In short: if you're a consumer buying online, you can cancel within 14 days of receiving your goods, or ask to exchange them. Please contact us before returning anything. Return transport is at your cost, typically about £100 a pallet, unless the goods are faulty, damaged or incorrectly supplied. We refund within 14 days of getting the goods back, or of your proof that you've sent them, if that comes first.
We want you to be happy with your order. Natural stone is a unique material, so please read this policy carefully before ordering and inspect all goods as soon as they arrive.
This policy applies to purchases made through Inside Out Stone and does not affect your statutory rights.
Cancelling or returning an order
If you are a consumer purchasing online, you may cancel your order within 14 days of receiving the goods, without giving a reason, subject to the exclusions set out below.
To cancel an order, please email help@insideoutstone.co.uk within the 14-day cancellation period, quoting your name and order number.
Once you have notified us that you wish to cancel, the goods must be returned to us within a further 14 days.
Please do not return goods without contacting us first. Natural stone is heavy and normally requires palletised transport, so we will provide the appropriate return address and instructions.
Exchanges
If you'd rather have a different stone, size or quantity, contact us within the same 14 days. We treat a change-of-mind exchange as a return and a new order: the return costs below apply, and we'll refund or charge any difference in price. The goods you send back need to be in the condition described under "Condition of returned goods".
This is separate from your rights when goods are faulty, damaged or incorrectly supplied. For those, see "Faulty or incorrect goods": you don't need to arrange an exchange, and we cover reasonable return costs.
Return costs
Unless the goods are faulty, damaged or incorrectly supplied, the cost of returning the goods is the customer's responsibility.
Natural stone products generally cannot be returned using ordinary parcel services and may require specialist pallet transport. Return transport costs can therefore be significant. As a guide, collecting a returned pallet typically costs around £100. One pallet holds about 20 m² of 30 mm stone, or about 30 m² of 20 mm stone.
We may be able to arrange collection on your behalf. Any collection cost will be confirmed with you before collection is arranged and may be deducted from your refund where permitted by law.
You are also free to arrange suitable return transport yourself, provided the goods are adequately protected, securely palletised and returned to the address we provide.
Condition of returned goods
Returned goods should be kept in their original condition and, wherever reasonably possible, in their original packaging or palletised format.
You are responsible for taking reasonable care of the goods while they are in your possession and while arranging their return.
We may reduce a refund to reflect any reduction in value caused by handling beyond what is reasonably necessary to establish the nature and characteristics of the goods.
Goods that have been installed, fixed, cut, drilled, sealed, treated, altered or otherwise used cannot normally be returned unless they are faulty or were incorrectly supplied.
Refunds
Once returned goods have been received and inspected, we will process any refund due.
If you cancel your whole order, we will refund the price paid together with the cost of our standard delivery service. If you selected an enhanced or more expensive delivery service, we are not required to refund the additional cost above our standard delivery charge.
If you return only part of an order, we will refund the price of the goods you return. Delivery is charged once per order and still covered the goods you kept, so the delivery charge is not refunded. If the goods you keep come to less than £900, we won't charge you delivery for them afterwards.
Refunds will be made using the original payment method within 14 days of the day we receive the goods back, or, if earlier, the day you give us evidence that you have sent them back.
We may withhold the refund until we have received the goods back or you have provided evidence that they have been returned, whichever occurs first.
Natural stone: colour, marking and variation
Natural stone is a naturally occurring material. Variation is an inherent characteristic of the product rather than a defect.
Colour, shade, veining, fossil content, surface texture, pattern, markings and dimensions may vary between individual pieces and between samples, photographs and the material supplied.
Some stones may naturally contain fissures, pits, surface variation, filled areas, mineral deposits or other geological characteristics.
Images and samples are intended to provide a reasonable indication of the material but cannot represent every piece that will be supplied.
For this reason, natural variation within the normal characteristics of the particular stone is not considered a fault.
We strongly recommend opening and reviewing material from several crates or pallets before installation and mixing pieces during laying to achieve a balanced overall appearance.
Check before installation
Please check that the material supplied is the correct product, quantity and general appearance before installation begins.
Do not install material if you believe it is incorrect, damaged or defective. Contact us first so that we can investigate.
Installation, cutting, sealing or other alteration of the material will generally be treated as acceptance of its visible appearance and characteristics, except where a defect could not reasonably have been identified beforehand or where your statutory rights provide otherwise.
We cannot accept claims for avoidable installation or removal costs arising from an issue that was clearly visible before the material was installed.
Damaged deliveries
Natural stone is heavy and can occasionally suffer damage in transit.
Please inspect the delivery as carefully as reasonably possible when it arrives. If there is visible damage to the pallet, crate or goods, please note this on the delivery documentation where possible and take photographs.
Please report transit damage to help@insideoutstone.co.uk as soon as possible, preferably within 48 hours of delivery, and include:
your order number;
photographs of the damaged material;
photographs of the pallet or packaging; and
details of the quantity affected.
Reporting damage promptly helps us investigate the issue with the carrier. A failure to report within 48 hours does not remove any statutory rights you may have.
Please retain the damaged goods and packaging until we have advised you what to do with them.
Faulty or incorrect goods
If goods are faulty, not as described or different from what you ordered, please contact us at help@insideoutstone.co.uk as soon as possible.
We may ask for photographs or other reasonable information so that we can assess the issue.
Where goods do not conform to your statutory rights, we will provide the appropriate remedy in accordance with applicable consumer law. This may include replacement, refund or another remedy depending on the circumstances.
Where we are responsible for supplying faulty or incorrect goods, we will also be responsible for reasonable return or collection costs where required by law.
Bespoke products
The statutory right to cancel does not apply to goods that are made to your specifications or clearly personalised, such as stone cut to sizes you have asked for. Where an item is being supplied on this basis, we will make this clear before the order is completed.
Standard products from our range are not excluded just because we have ordered them in for you.
This does not affect your rights where bespoke goods are faulty or not as described.
Samples
Samples are intended to demonstrate the general character of a natural material only. Because natural stone varies, the material subsequently supplied will not necessarily be identical in colour, shade, pattern, veining or texture to a sample.
Ordering the correct quantity
Please check your measurements carefully and allow an appropriate quantity for cuts, wastage, breakages and future repairs.
Natural stone is produced in batches and subsequent orders may differ in colour, shade, finish or appearance. We cannot guarantee that material ordered at a later date will match an earlier batch.
Surplus material remaining after installation can only be returned where the normal cancellation and return rights described above apply.
Business customers
If you are purchasing wholly or mainly for purposes relating to your trade, business, craft or profession, statutory consumer cancellation rights do not apply.
Returns from business customers are subject to our applicable Terms and Conditions of Sale and must be agreed with us in advance.
Contact us
To request a return, report a problem or ask a question about this policy, please contact:
Inside Out Stone
Email: help@insideoutstone.co.uk
Phone: 01271 267840
Address: The Old Kiln, Pilton Causeway, Barnstaple, Devon, EX32 7AA
Please include your order number wherever possible.
Nothing in this Returns & Refunds Policy excludes or limits any rights that cannot lawfully be excluded or limited under UK consumer law.