Hydrolock Light Grey

Welcome to Aurora Stone! Please read through our shipping terms and conditions carefully:

Geographic Limitation:

* Our website is designed for customers in England, Scotland, and Wales. We do not currently offer sales to customers located overseas through this website. For inquiries regarding international orders, please reach out to us for further assistance.

Delivery Procedures:

• * Our delivery partners will provide you with an estimated delivery day for your order. Typical delivery hours are between 8:00 am and 6:00 pm.
• * Please note that delivery times provided are approximate and serve as guidelines. The company will not entertain financial claims due to late or incorrect deliveries under any circumstances.
• * We strongly advise against scheduling any tiling or related work until you have received and inspected your goods.
• * Tiles are typically shrink-wrapped on a pallet and delivered to the ground level edge of your property.
• * Someone must be available to accept and sign for the goods upon delivery. Failure to do so may result in additional re-delivery charges.
• * Our delivery partners and company staff are unable to transport goods into properties due to insurance and health and safety regulations.
• * If delivery is beyond the nearest hard road, all risk regarding the condition of the goods upon delivery is transferred to the customer.

Delivery Liability:

• * While we aim for accurate and timely delivery, we cannot guarantee a 100% success rate on the confirmed delivery day due to various carrier factors.
• * Once goods have left our premises for delivery, the risk for their condition shifts to the customer.
• * Delivery confirmation to the site or nearest hard road, as established by a signed delivery note, is considered conclusive evidence of delivery compliance.

Customer Responsibilities:

• * Customers must ensure arrangements are in place to accept delivery within the specified delivery times. Failure to do so may result in additional costs.
• * Requests for postponement of delivery are subject to the company's discretion, and any associated costs will be borne by the customer.
• * Prices displayed on our website are in pounds sterling and include applicable excise duties and VAT, unless otherwise stated. Delivery charges are not included and are outlined separately on our website.

Faulty Goods and Damages:

• * Customers must inspect all goods upon receipt. Any issues such as damage, shortages, or incorrect products must be reported within 48 hours (two working days).
• * We may repair, replace, or refund defective goods if notified within 48 hours of receipt and if the damage was not caused by the customer.
• * Claims for faulty goods resulting from misuse, neglect, incorrect installation, or normal wear and tear will not be covered.

Claims and Returns:

Claims Procedure:

• * Any visible damage or issues with goods upon delivery must be reported via email to hello@aurora-stone.co.uk within 48 hours.
• * After 5 days from delivery, the customer is deemed to have accepted the goods in good condition, unless otherwise stated.
• * Claims regarding shortages or conditions not apparent on visual inspection must also be communicated within 48 hours.

Liability and Refunds:

• * The liability of the company for defective goods is limited to the contract value of the goods in question.
• * No claims can be made for defective goods once they have been installed or fixed.
• * The company does not guarantee that the sale or use of goods will not infringe on intellectual property rights.
• * Certain breakages may occur with marble, slate, and stone products and should be considered when placing orders.

Cancelled Orders:

• * Orders can be cancelled before our transport company collects goods from our warehouse. However, cancellation may incur transportation return charges based on weight and postcode.
• * This policy does not affect your legal rights.

Returns and Refunds for Resalable Goods:

• * Customers are entitled to a refund for distance selling within 14 days of receiving goods, provided they inform us within this timeframe and return the goods within another 14 days.
• * Returns are typically not accepted unless expressly stated by the company. If accepted, a handling fee may be levied.
• * To initiate a return, please contact us via email within 14 calendar days of receiving the order.
• * Customers are responsible for return shipping costs, and original delivery charges are non-refundable.
• * Goods must be returned within 28 days of delivery, in their original packaging and undamaged for resale.
• * Refunds will only be processed once goods have been inspected and deemed suitable for resale. Address for Returns:
  aurora-stone.co.uk
  First Tiles Distribution
  Canon Street
  Bury
  BL9 6ED

Additional Notes:

• * Refunds may take up to 30 days to appear on your card, depending on your card provider.
• * The company reserves the right to refuse acceptance of returns.

Thank you for choosing Aurora Stone. Should you have any further questions or require assistance, please don't hesitate to contact us at hello@aurora-stone.co.uk.