Terms & Conditions
Terms & Conditions
MyStoneFloor.com (Quorn Stone) – Terms and Conditions
In these conditions MyStoneFloor (Quorn Stone) is referred to as the Seller. Any customer purchasing goods from the Seller is referred to as the Purchaser.
1. Basis Of The Contract
1.1 Any order received by the Seller from the Purchaser shall be accepted entirely at the discretion of the Seller, and if so accepted, will only be accepted upon these conditions (hereinafter referred to as “the Conditions”).
1.2 Each order which is so accepted shall constitute an individual legally binding contract between the Seller and the Purchaser and such contract is hereinafter referred to in these Conditions as “an Order”.
2. Price Of The Goods
2.1 The price of the goods refers to the current published price list on the Seller’s website or, if different, the priced contained within any promotional pricelist or quotation at the date of acceptance of the order.
2.2 All prices contained within the Seller’s quotation are valid for 30 days only from the date shown on the quotation or until earlier acceptance by the Purchaser.
2.3 All published prices are exclusive of VAT & delivery charges. Delivery charges shall be separately itemised on the Seller’s quotation.
2.4 Seller reserves the right to change the prices of products due to fluctuating exchange rates etc. without prior warning.
3.1 A 50% deposit of the total order value received by the seller, from the purchaser, will secure an order for the purchaser and is non-refundable.
3.2 All orders must be paid in full and funds cleared before goods can be dispatched.
3.3 Bespoke orders must be paid in full before production can begin, at which time, bespoke orders can not be cancelled and are non-refundable.
3.4 Orders secured by the Purchaser via payment in full or deposit are entitled to 4 weeks storage in Sellers warehouse free of charge from the date the order was secured, or, for bespoke orders, the day the goods arrived in the Sellers warehouse after which point the Seller reserves the right to charge a storage fee of £5.00 per crate per week.
3.5 Orders secured by credit card are subject to a 2% service charge on total transaction value and are charged per transaction.
3.6 Orders will not be prepared and packaged nor delivery arranged until payment in full has been received and cleared.
3.7 Seller reserves the right of 7 working days to prepare and dispatch an order and accepts no financial liability for outcomes any delay may cause.
4. Delivery And Collection
4.1 Goods will be delivered by 18 tonne lorry to the address provided by the Purchaser and will be arranged as standard 48/72 hr kerbside deliveries unless stated otherwise.
4.2 Purchaser agrees to have read Sellers delivery information as stated on Sellers website and delivery information sheets. Seller should be notified of any access restrictions so suitable arrangements can be made. If delivery is unsuccessful due to either:-
(i) An inaccurate or incomplete delivery address;
(ii) No-one being present to accept delivery; or
or any other reason that was forewarned and clearly expressed in the Sellers delivery literature, all future delivery attempts and subsequent charges will be the sole responsibility of the Purchaser.
4.3.1 Goods are considered delivered once unloaded to kerbside and signed at which point Seller assumes no responsibility for loss, theft or damage of goods
4.3.2 No responsibility for damage to goods can be accepted once goods have been signed and collected by Purchaser or their representative from our warehouse
4.4 Any noticeable damage to either packaging or goods should be noted on signed delivery sheet and photographic evidence taken to aid any insurance claims and the Purchaser notified within 48 hours
4.5 The seller holds no financial liability for any costs arising due to delayed goods or services nor from the actions of independent transport companies.
4.6 Orders equal to 2m2 or below will incur a handling charge of £40. 4.7 Buyer holds responsibility for any re-delivery charges if they have not paid in full before collection, as agreed with seller.
5. Quality And Description Of Goods
5.1 All natural materials supplied by the Seller are subject to natural and geological variations in markings, colour, texture and composition and all stone samples, photos and descriptions only offer an indication of the natural variation of a stone.
5.2 Please note minor scratches and chips are normal with natural stone. Purchaser accepts up to 5% of any natural stone order, in compliance with the recognised industry standard, may have some breakages or imperfections. These can easily be used for cuttings
5.3 All orders are sourced and sold as first quality material unless otherwise stated.
6. Fitting And Storage Of Goods
6.1 The Seller recommends that the Purchaser employs the services of a professional natural stone fitter to achieve the desired look
6.2 Natural stone can vary from crate to crate and indeed within a crate. It is important to mix the tiles when fitting for an even blend.
6.3 Any returns policy is void as soon as the floor is laid or fitting has been attempted
6.4 The Seller holds no financial liability for any costs incurred by the Purchaser from advice given by the Seller.
6.5 Stone can be brittle before it is laid. If removing tiles from crate, we recommend stacking vertically against the wall protecting both wall and floor with polystyrene/cardboard or something similar to avoid chipping tiles. Always stack face-to-face and back-to-back to avoid unnecessary scratching.
7. Returns Policy
7.1 Where the Purchaser notifies the Seller of any defect, damage or material difference in specification, the Purchaser shall afford the Seller the opportunity to inspect the goods and to replace at the Seller’s cost damaged, defective or non-compliant goods, or to refund to the Purchaser the price of the damaged, defective or non-compliant goods (or a proportionate part thereof).
7.2 Where the Purchaser wishes to return the goods to the Seller, the Seller shall accept return of the goods subject to the following:
7.2.1 In the case of returns due to damages, these should be signed on the delivery sheet and informed within 48 hours with photographic evidence provided. If these conditions are not met, Seller reserves the right to refuse return of the damaged goods.
7.2.2 The Seller will not replace damaged or defected stone representing 5% or less of a total order
7.2.3 Non-damaged returns require notification being given by the Purchaser to the Seller within 7 working days of delivery of the goods (bespoke orders are non-returnable)
7.2.4 All delivery charges and credit card charges are non-refundable. Collection costs, refund transaction costs, restocking fees and any other costs incurred by the Seller will be deducted from the total refund
7.2.5 The goods must be returned in their entirety by the Purchaser to the Seller in the same packaging and condition that they were received by the Purchaser.
7.2.6 Non-damaged returns will incur a 15% restocking fee on the value of the returned goods (minimum £40)
7.2.7 Refunds will be made within 10 working days of receiving the returned goods.
7.3 The Seller reserves the right to refuse to replace goods transported by the Purchaser or anyone acting on behalf of the Purchaser
7.4 If the stone has been fitted or attempted to be fitted, we can no longer accept returns.
7.5 Seller cannot accept part returns due to the non-homogenous nature of the product.
7.6 Any goods purchased ex-display or special offer tiles are sold as seen and the onus is on the Purchaser to satisfy themselves as to the quality at time of purchase. No refunds/exchanges will be available on these goods.
7.7 Seller takes no responsibility for mis-calculation of an order and it is the Purchasers responsibility to ensure the correct amount of stone is ordered including wastage.
7.8 Seller holds no responsibility or financial liability for any third party costs incurred by Purchaser arising due to supply of goods including and not hereby limited to; delayed, damaged, defective or mislabelled goods.
8. Description & Samples
8.1 All descriptions, images (both online & in print) and samples of our goods are for the purpose of giving an approximate representation of the goods only.
8.2 All goods should be checked by the purchaser prior to fitting the goods. Fitting of the goods is considered as acceptance of the material.
8.3 The purchaser acknowledges that within natural stone geological variations will occur in terms of colour, markings, texture, size and between consignments.
8.4 The Purchaser acknowledges that within Porcelain variations will occur between batchs in terms of colour, texture and size.
9.1 How we collect your data
When you order samples from us, place an online order, make an enquiry or order over the phone we have a secure system that stores the details you have given.
9.2 Why we collect your data
We collect your data for sending out samples, giving quotations and advice, delivering goods and providing the best overall customer experience – including sending out newsletters and promotions. When ordering a sample or placing an order online you have the option to opt in or out of our mailing list.
9.3 When we’ll share your data
We never sell or share your data to third parties. We only ever share your data with our trusted transport companies when you place an order with us, so that we can deliver your goods. We will always ask first if we are needed to share any information otherwise.
9.4 As a company, we attain customer data through many different channels such as a visit to our showroom to ordering a sample online. With this in mind, we have full explanations on each potential stage that you are required to provide your contact information and how we store and use your data…
9.5 Requesting a sample
When you request a sample, you are required to provide a delivery address and contact details. This is so we can send out the samples to you. All our free hand samples are sent via Royal Mail. Your contact details when requesting a sample are never shared with third parties except for postage labels with Royal Mail.
We also ask you a few questions such as the approximate m2 needed, how you heard about us and if you would like to receive our newsletter. This information is never shared with third parties and is kept on a database purely for in-house analysis to improve customer experience and to help us understand our audience better.
9.6 Enquiring for information
When you call up, use our online chat or contact form for any enquiries and information, we will request a name, contact number and email. This can also be the case when visiting our showrooms. Often this is so we can provide further information, quotations and give the best customer experience. We will sometimes ask you for a postcode to quote delivery costs. Your data collected from your enquiry is only ever used for follow-up and is never shared with any third parties.
9.7 Placing an order
Whether you place an order using our online shopping cart or over the phone with one of our team. To process the order, we require a few details from you such as name, delivery details, an email and contact number. This data is stored on our secure system and will be used for producing sales orders, an order receipt sent only to the customer, arranging delivery and contacting for any further communication needed.
We only ever share your delivery details, name and contact number with our representative transport company in order for you to receive your goods. We have a few transport companies we work closely with that can be trusted with this information and your confidentiality.