Returns & Refunds Policy
At Love Stone, we take great care to ensure that all our stone paving and landscaping products meet the highest standards of quality and are delivered in excellent condition. We understand, however, that sometimes you may need to return an item or request a refund. This page outlines our returns and refunds policy to help you understand your options and what to do in the unlikely event there is a problem with your order.
Returns Process
If you would like to return a product, please contact us within 14 days of delivery to discuss your return. Returns must be agreed in advance with our team. We will advise you on the most appropriate way to return the goods and confirm any applicable collection or restocking charges.
All returned items must be in their original condition, unused, and in the same packaging in which they were supplied. Unfortunately, we cannot accept returns of split paving packs or materials that have been cut, used, or altered in any way.
Restocking Charges
Returned goods, excluding faulty or products delivered in error by Love Stone, are subject to a restocking charge of 25% of the value of the returned goods.
Damaged or Faulty Goods
We take great care in packing and delivering your order, but in the rare event that your goods arrive damaged or faulty, please notify us within 48 hours of delivery and please include photographs of the damaged goods in situ on the pallet or in the packaging as they were delivered. This will help us to assess and resolve the issue as quickly as possible.
Once the reported issue has been investigated and assessed, we will arrange for a replacement, credit, or refund, depending on the nature of the problem and your preference.
Refunds
Approved refunds will be processed within 14 days of the returned goods being received and inspected. Refunds will be made using the same payment method used for the original purchase, unless otherwise agreed.
Please note that any delivery or collection charges are non-refundable unless the goods were delivered in error or found to be faulty.
Non-Returnable Items
Certain products, such as made-to-order or bespoke items, and specially ordered items cannot be returned or refunded unless they are defective. This will be clearly stated at the time of ordering.
Contact Us
If you have any questions about returns, replacements, or refunds, please don’t hesitate to get in touch with our team:
Love Stone
The Peacocks Garden Centre
Farnham Road
Ewshot
Farnham
Surrey
GU10 5BB
01252 705979