DISCLAIMER:

Please note as our products are natural, small pitting within the material is inherent as well as slight colour variations from batch to batch. Also, due to photographic lighting sources, the colour of the actual product may vary slightly from the image.

DELIVERY POLICY:

1. Pisa Stone provides nation-wide delivery service. At Pisa Stone's manufactory in Manchester, we carefully pack all of our stone related-products before being shrink wrapped to ensure they arrive to our customers in perfect condition.
2. We have a contract with a reliable pallet company to transport goods (Pallet Scale) from our factory directly to your site. You can arrange an approximate day that you would like delivery.
3. On the day of delivery, the delivery team may call you one hour before they are due to arrive. All goods must be checked by the customer upon receipt (this is imperative) as we will take no responsibility for damaged goods once they have been signed for.
4. The delivery vehicles are fitted with a tail lift and will lower the pallets down to roadside level. Please ensure you have a suitable area with sufficient space for the vehicle to unload your delivery. If access is restricted, delivery will be kerbside only.
5. Delivery does not include fitting or installation of the products, which is the sole responsibility of the client.
6. It is the Customer's responsibility to ensure access to the collection and delivery addresses and inform the Company of any potential access issues.
7. Upon delivery the Goods will be off loaded and moved to the curb side location not more than 3 metres from the delivery vehicle.
8. The Company shall not be liable to move the Goods further than the front door of any premises, and shall not be liable to enter any premises, or carry the Goods up any stairs.
9. In the event that an attempt has been made at delivery or collection and the location is unattended, the driver will wait for a period during which the driver will attempt to contact the Customer on the number provided.
10. The driver will wait an average of 15 minutes before classifying the delivery or collection as failed. There will be additional charges for each failed delivery or collection.

RECEIVING YOUR DELIVERY | Damaged Items & Delivery Claims (24-Hour Notice)::

1. We ask that you check your delivery pallet thoroughly, looking for any signs of damage, such as tears or rips in the packaging.
2. In the unlikely event that you do find a damaged item on the pallet, make a note of the item on the delivery signing sheet and get in touch with us so we can arrange a replacement.
3. Notice of Damage and Claims Procedure:
   Pisa Stone requires that any loss, shortages, or physical damage to goods delivered must be formally reported in writing within twenty-four (24) hours of receipt. Failure to notify Pisa Stone within this strict 24-hour timeframe will render any subsequent claim invalid and nullify entitlement to a replacement or repair. Prompt notification is essential to enable Pisa Stone to properly inspect, verify, and determine the cause of liability with independent courier and freight services.
4. Delivery time is typically 5-10 working days for our stonework orders (UK mainland only) and for bespoke orders (TBC), although we will always endeavour to meet your specific delivery requirements. Alternatively, by prior arrangement, items may be collected from our Manchester manufactory.

DELIVERY INSPECTION & RETURN POLICY:

• Damaged Goods / Shortages: All items must be inspected upon delivery. Any physical damage or missing items must be reported in writing within 24 hours of receipt to remain valid for a replacement or repair.
• Standard Returns: Unused standard items may be returned within 14 days of receipt. Returns are subject to a 45% restocking fee plus delivery costs (restocking fee waived if returned items total less than 5% of the purchase price).

RETURN POLICY | Standard Returns & Cancellations (14-Day Notice):

1. We inspect every order before dispatch to ensure it reaches our customers in perfect condition. However, in case there are any issues before or during transit, we ask that you inspect your goods fully before you sign off on the delivery.

2. For valid reasons, orders may be returned to us and refunded if they are damaged before you sign for them, or if they are different to what you ordered. In all other cases, you will be responsible for the arrangement and cost of returning the items to us.

3. Returns for refund will only be accepted if you notify us within 14 days of receiving your order for only unused standard items, with a re-stocking charge of 45% of the purchase price plus the delivery cost unless returned goods are less than 5% of the purchase price.

4. No particular/custom order (bespoke order) can be returned under any circumstance.

5. We always recommend that you do not book a builder or any other workman until the goods have been delivered and inspected. Pisa stone will not under any circumstances entertain any financial demands from the customer for late delivery.

6. We supply natural stone products. colours and pattern variation are common features of most natural stone-related products. Also, some of our natural stone products could have stippled surfaces (rough stone surfaces) due to the fact of natural stone products' nature.

7. Please ensure you are happy and aware of these various features of natural stone products before you submit your order. Submitting your order means that you have accepted the conditions of our natural stone products in their present state so no refunds or replacements will be offered.

8. If you notice any damaged items in your delivery, please make a note of this on the delivery signing sheet and contact us as soon as possible so we can arrange a replacement. For insurance purposes, we need to have photographs of the damaged items and packaging as they were when delivered to your site.

9. Pisa Stone requires that any loss, shortages, or physical damage to goods delivered must be formally reported in writing within twenty-four (24) hours of receipt. Failure to notify Pisa Stone within this strict 24-hour timeframe will render any subsequent claim invalid and nullify entitlement to a replacement or repair. Prompt notification is essential to enable Pisa Stone to properly inspect, verify, and determine the cause of liability with independent courier and freight services.

10. Standard Returns & Cancellations (14-Day Notice):

    • You may return undamaged, unused items by notifying us in writing within 14 days of receipt.

    • A 45% restocking fee and return delivery charge will apply to standard returns.

    • Fee Exemption: The 45% restocking fee is waived if the returned item value is less than 5% of the total order purchase price (delivery fees remain applicable).