We want every Starel order to arrive correctly and in good condition. Because natural stone is heavy, batch-sensitive and often ordered for specific projects, returns must be handled carefully.
Please read this policy before placing an order and contact us if you are unsure whether a product is suitable for your project.
Please inspect all goods as soon as they are delivered or collected. Check the product, quantity, finish and condition before installation, cutting or use.
If your order is damaged, incorrect or incomplete, contact us as soon as possible and within 48 hours of delivery. Please include your order number, photographs, videos where helpful, and a description of the issue.
Goods that have been installed, cut, fixed, sealed, altered or used may not be eligible for return unless there is a confirmed fault that could not reasonably have been identified before use.
Stock items may be eligible for cancellation or return where permitted by law and where the goods are unused, unopened where applicable, complete, in original packaging and suitable for resale.
Products made, cut, fabricated, customised, pre-ordered or specially ordered to your requirements may not be eligible for cancellation or return once production, sourcing or fabrication has started.
This may include custom tile production, cut-to-size stone, fabricated vanity tops, splashbacks, bath surrounds, kitchen tops, customised vanity units and other made-to-order stone products.
Pre-order items are produced or sourced specifically for the order and are usually not held in immediate stock. These are generally non-refundable once confirmed, except where required by law or where the product is faulty.
Slabs are natural, unique and often purchased for specific projects. We strongly recommend visiting the Southampton Slab Gallery to inspect slabs in person before purchase or dispatch.
Returns may not be accepted once slab delivery has taken place, unless there is a confirmed issue reported at delivery and accepted by Starel.
Marble and natural stone vary in colour, tone, veining, surface movement, markings and texture. These variations are part of the material and are not usually considered faults.
Samples, photographs and showroom displays should be treated as a guide only. Batch variation should be expected, particularly across separate orders.
If a return is approved, goods must be returned to the address confirmed by our team. Do not send goods to any Starel location without written approval, as they may be refused.
Bank details must match the original bank details you have used to pay.
All fields are mandatory.
For international payments, we need the IBAN and SWIFT. If domestic, only standard bank details are required.
Note: starelstones.co.uk terms and conditions apply to their full extent. Your return/refund request will be processed within 14 days, and the refund will be processed within 30 days of confirmation. Filling out this form does NOT guarantee a refund. Your request will be reviewed by a relevant team member and an email confirmation sent confirming or requesting more information about your request.
Approved refunds will be processed after the returned goods have been received and inspected, unless otherwise required by law.
Refunds will usually be made to the original payment method. Where an alternative refund method is required, additional checks may be needed.
Stock tiles may be eligible for return where permitted by law and where they are unused, complete and suitable for resale. Bespoke, pre-order or custom items may not be returnable once confirmed or produced.
Some orders may be eligible for return, depending on the product type, order status and condition of the goods. Bespoke, custom, pre-order, fabricated or made-to-order items may not be returnable once sourcing, production or fabrication has begun, except where required by law.
Approved cancellations, returns and refunds may be subject to a 35% restocking, handling and transaction fee. Please contact us before sending any goods back, as returns must be agreed with our team in advance.
Note the damage on the delivery paperwork, take photographs and contact Starel as soon as possible, ideally on the delivery day and within 48 hours.
Backorder products are available to order, but are not currently held for immediate dispatch.
These items usually have a lead time of 6–12 weeks. Minimum order quantities may also apply on selected products.
Once your order is placed, we will reserve your item and keep you updated on availability. If you are working to a specific deadline, please contact us before ordering.
Learn more about backorders and delivery terms by reading our Delivery Policy, or Contact Us before ordering if you need more help.
