Legal
Return and refund policy
How we handle short, damaged or incorrect deliveries, cancellations and refunds on natural stone orders.
Report issues at delivery
Check the product, size band and quantity against your order confirmation before the vehicle leaves your site, and photograph anything that looks wrong. Report shortages, wrong products or transit damage to us immediately on WhatsApp or by phone. Issues raised while the consignment and vehicle are still on site are far easier to resolve.
Natural variation is not a defect
Pebbles are natural stone. Colour, shape, surface pattern and grading vary within a batch and between batches, and wet stone always looks darker than dry stone. Variation of this kind is a characteristic of the material and is not treated as a defect. If exact consistency matters for your project, order the full quantity in one batch and tell us so before we despatch.
What we will put right
Where the fault is ours, we will resolve it. This covers:
- A different product or size band from the one confirmed in your order.
- A short quantity against the confirmed order.
- Damage clearly caused in transit, reported with photographs at delivery.
Change of mind and over-ordering
Return freight on stone is substantial and usually costs more than the surplus material is worth, so surplus is not something we encourage you to plan for. If you have over-ordered, contact us before arranging anything — we will tell you honestly whether a return is workable for your order and who would bear the freight. The better route is to confirm quantities with us using the quantity calculator before you order.
Cancellations
You can cancel before the material is loaded for despatch at no cost. Once a vehicle has been loaded or despatched, freight has already been committed, so cancellation is handled case by case and any transport cost already incurred is payable. Tell us as early as possible and we will keep the cost to you as low as we can.
Refunds
Where a resolution is agreed, we tell you which route applies to your order — replacement material, a credit against a future order, or a refund. Refunds are made back to the account or method used for the original payment, and we confirm the processing timeline with you in writing when the resolution is agreed.
How to raise a claim
Contact us at +91 63772 07567 or on WhatsApp with your order details, delivery date and clear photographs of the issue. We will respond with the next step.