Terms & Conditions
These terms set out the whole agreement between you and us for the sale of goods. Please read and understand these terms and check that you agree to these terms and your order is complete and accurate before you commit yourself to the agreement. By accessing this website and placing an order (via quote, invoice, on our website or in store) You will be bound by these terms once a contract comes into existence. There cannot be a variation or change to anything in this Agreement unless it is agreed in writing and signed by both parties.
1. Definitions
“You” means the customer thats has placed the order.
“Agreement” means the agreement by which you agree to purchase and we agree to sell the Goods.
“We” and “Us” means Starel Stones (www.starelstones.co.uk)
“Goods” means the goods which we agree to provide to you on these terms.
“Delivery address” means the address at which we agree to deliver the goods.
“Price of goods / price” means price of the goods shown on a quote/invoice or website.
“Working Day” means any day except Saturday, Sunday and bank or public holidays.
“Pre-order” orders that are manufactured and shipped from abroad to order.
“Special orders” or “Custom orders” bespoke items manufactured to customers specifications.
“Website” www.starelstones.co.uk
2. Orders
2.1 You order and agree to buy, and we agree to sell, the goods at the price, subject to these terms and conditions.
2.2 Products which are not standard and are therefore specifically ordered for you or fabricated for you must be paid for in full before the order/fabrication will be processed and cannot be cancelled after the order/fabrication process has started.
2.3 It is customers responsibility to check that all the details relating to your order (items, quantities, pricing, address details, contact details and suitability) are correct and to provide us with all relevant information relating to the environment in which the goods are intended to be used and for their delivery.
2.4 It is important that you check your measurements carefully. An order should always include an additional 10-15% to allow for wastage to cover cutting, imperfections, as could be expected with the type of stone and finish ordered, and breakage. If you do not order enough, subsequent goods (as they are a naturally occurring product) may not be exactly the same as the original goods due to the batch variations.
2.5 While we can provide estimates of quantities of goods, this will be based on the measurements which you have supplied. It is customer’s responsibility to provide accurate measurements to ensure that the correct quantities of goods are ordered. You should therefore seek professional advice as variations in surfaces, angles, wasted amount may affect the quantities required. We will not be responsible for any shortfalls or surpluses.
2.6 As we have not conducted a survey or inspection of the installation site, we make no warranty regarding the suitability of the goods for that location or any other specific environment.
2.7 We are not liable for circumstances beyond our reasonable control, including but not limited to supply shortages, natural disasters, and delays or restrictions affecting suppliers, transportation, or logistics. If such issues arise, we will make every effort to notify you as soon as possible.
3. Transit, Delivery & Collections
3.1 The cost of shipping/delivery is in addition to the price and subject to VAT.
3.1 Sample Deliveries: are sent via 3rd party curriers that will communicate via email & text notifying you of the delivery day and time. They may leave your sample package in a safe place if you have specified it during your order or afterwards via email to us.
3.2 Orders are delivered via 3rd party curbside pallet delivery firms for which we are not responsible, so we cannot guarantee delivery time, 3rd party companies operate on vehicles of their choice, this includes articulated lorries (44 tonnes).
3.3 You must make us aware of any access restrictions or difficulties for a large lorry and you must ensure a responsible person is at the Delivery Address at the time of delivery to supervise the offload and sign for the goods.
3.4 We cannot guarantee exact delivery times slots, if you require special assistance or a time-slot delivery please contact us.
3.5 We strongly advise that you do not book a tiler, plumber or tradespeople before your order arrives and we recommend you receive and check items from us before making any arrangements.
3.6 3rd party curbside delivery companies will only deliver to the nearest accessible point with an electric pump truck/pallet truck. Please note pump trucks/pallet trucks can only go on the solid ground/surface.
3.7 We strongly advise you not to leave goods outside after the delivery to avoid water damage and theft. Starel Stones cannot be held liable for loss or damage of product after the delivery.
3.8 In an event of a failed delivery or customer not being able to accept the delivery or access restriction at the delivery address, re-delivery charges may apply of up to 90% of the original shipping cast.
3.9 In an event of a damaged delivery, POD (proof of delivery sheet) needs to be signed on delivery as damaged.
3.10 Pre-order Shipping: Pre-orders are made to order products or products that are shipped from our abroad factory specifically for the order, pre-orders are non-refundable. Typically pre-orders are delivered within 6-12 weeks of order. It should be noted that 1-3 week delays are possible due to the unpredictable circumstances outside of our control, such as, unforeseen shipping delays. Starel reserves the right to cancel pre-orders.
3.11 Return items (if prior agreed with our team) must be sent back to the Fareham warehouse (Starel, 7 & 8 Standard Way, Fareham, Hampshire, PO16 8XB, UK), items sent to any other location may be refused, lost or destroyed.
3.12 Any indication given by us as to the date for delivery of goods, is given as an estimate only. Starel Stones shall have no liability for late delivery.
3.13 We may refuse to deliver the goods if we believe it would be unsafe, unlawful or unreasonably difficult to do so, or the premises (or access to them) are unsuitable for the delivery vehicles.
3.14 If we are unable to deliver the goods as a result of you not complying with your obligations under these terms, the goods will be returned by the delivery company back to our warehouse and you will be responsible for any re-delivery or storage charges.
3.15 If you order includes mixture of in-stock and pre-order items, delivery shall be made when all items come into stock. If you require separate deliveries or stock and pre-ordered items, please make us aware of this prior to placing your order, or place two separate orders with two shipping charges.
3.16 We take care to ensure that all of our goods leave us in perfect condition. If there is any damage to the Goods, please make a note of the damage on the delivery note (POD) and inform us on the delivery day via email (enquiries@starelstones.co.uk). Failing to do so may result in your claim being denied by the insurance company.
3.17 You are required to inspect the goods upon delivery or collection, to confirm they are of the correct type, in satisfactory condition, undamaged, and in the correct quantity. If any issues arise, you must notify us on collection or within 48 hours of delivery, to request a correction, replacement, or refund of all or part of the purchase price, at our discretion. This shall be your sole remedy. In cases of damaged or unsatisfactory goods, we reserve the right to request documentary evidence, such as photographs or videos, to support your claim. Failure to notify us within this period, or if the goods have been installed, will be considered acceptance of the goods, and we will have no further liability to you. The above constitutes your exclusive rights and remedies regarding the goods, and all other terms, conditions, and warranties, whether express or implied, relating to the quality or fitness for purpose of the Goods, are excluded to the fullest extent permitted by law.
4. Slab Orders & Deliveries
4.1 It is the customer’s responsibility to ensure that the material purchased is suitable for the intended use and meets the desired condition and color specifications. While we make every effort to display color-accurate images on our website, it remains the customer’s responsibility to visit our Slab Gallery (Bay 2 Merlin Quay Hazel Rd, Woolston, Southampton SO19 7GB) in person to inspect the material prior to delivery.
4.2 Slab delivery will not occur until the full payment has been received and the funds have cleared the account.
4.3 In an event of a failed delivery or customer/fabricator not being able to accept the delivery or access restriction at the delivery address, re-delivery charges may apply of up to 100% of the original shipping cast.
4.4 Slab deliveries are made on a flat-bed vehicles equipped with A frame/s. If you require special slab delivery with a crane (HIAB) you need to make us aware when placing your order.
4.5 Starel Stones liability and responsibility shall terminate upon the entry of our (or nominated 3rd party) delivery vehicle/s onto the customer’s property. Any damage caused during the loading or unloading of the vehicle shall be the customer’s responsibility.
4.6 If you are wishing to visit slab gallery to inspect multiple slabs, please make prior arrangements with our team to ensure relevant personal is available on site for handling.
4.7 Please be advised that any imperfections, damages, or missing slabs must be reported at the time of delivery and noted on the proof of delivery document, indicating that the item is damaged or missing. Any reports of damage or missing items made after delivery will not be accepted or processed.
4.8 No returns are accepted after the delivery has taken place.
4.9 We strongly encourage all customers to visit our Slab Gallery to inspect the material prior to shipping. In the event of a rejected delivery, the delivery fee shall be non-refundable.
5. Cancellations & Refunds
This clause only applies if goods are regular price (non sale items), your order has not been shipped out of our warehouse and/or goods are stock items. You can find out the progress of the order by contacting us. To cancel you must let us know in writing that you wish to cancel. enquiries@starelstones.co.uk
5.1 Only full price items may be eligible for refunds.
5.2 All cancellations and refunds are subject to 35% restocking, handling and transaction fee.
5.3 You cannot cancel if the goods are made specifically for you (Pre-orders, custom orders, customized vanity unit orders), or you have installed, laid, opened or used them.
5.4 If your order is agreed for a return and refund or exchange for goods which have already left our premises, you will be liable for the cost of returning the Goods to our Fareham warehouse.
5.5 You are responsible for exercising a duty of care during the cancellation period to ensure that the goods are returned to us in the same condition in which they were delivered. We reserve the right to impose charges for any damage resulting from a failure to fulfill this duty of care.
5.6 Starel Stones reserves right to cancel and refund orders.
5.7 If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us on enquiries@starelstones.co.uk
6. Fixing & Installation
Any advice given by our staff relating to fixing products and installation is given in good faith but should be used as a general guide only as we have not conducted a survey of the site of installation of the goods and cannot therefore be sure that our advice is suitable. It is customer’s responsibility to purchase the correct fixing, sealing and grouting product for the environment in which (and specifically the surface upon which) the goods will be installed. We recommend that you take advice from a professional fitter, tiler or installer.
7. Website Content
7.1 All images, photographs, text, and other content on the Website are the property of the Starel Stones and may not be reproduced in any form. You are prohibited from copying, reproducing, republishing, uploading, posting, transmitting, or distributing any content from our website without the prior written consent. All trademarks, service marks, and trade names displayed on the Website are also the property of Starel Stones. Any infringement of copyrights or trademarks on this Website may result in legal action.
7.2 From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).