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Cancellation & Returns

Cancellation


Customers placing an order through our website have the right to cancel their order for any reason, from the moment it is placed until 14 days after the goods are collected or delivered. This is known as the cancellation period. You must notify us in writing that you wish to cancel the order. You can download a cancellation form by clicking here.

For full details of how to cancel and return an order on this basis, please see our terms and conditions.

The cancellation period only applies to orders placed exclusively by means of distance communication (e.g. online, by telephone or by email) where no face-to-face contact between the buyer and seller has taken place. If you placed your order during or subsequent to a visit to our showroom, or where we have visited your property to provide a quotation, please refer to the different terms and conditions agreed when you placed your order.


Returns & Refunds


If you wish to cancel your order during the 14 day cancellation period and have already received the goods, you will be responsible for the cost and method of returning the goods. We strongly recommend that the original packaging is retained and used, as it will be difficult to return the product in good condition without it.

We will provide details of where to return the goods to. We recommend that a tracked and insured courier service is used, as the goods remain in your possession until they are received by us or our supplier.

Once the returned goods have been received in good condition, you will be entitled to a full refund including the cost of the original delivery (but not the cost of returning the goods).

We may make a deduction from the refund if the goods have been diminished in value as a result of unnecessary handling (e.g. if a product has been used, installed, damaged or modified while it was in the customer's possession).

Due to the fragile and sometimes semi-bespoke nature of natural stone tiles, we do not accept any returns after the statutory cancellation period has ended.


Damage In Transit


Any damage to the tiles must be reported to us as soon as possible, and no later than 48 hours after the goods have been received.

Tiles with minor damage (e.g. chips along one edge) should be set aside and used, where possible, for cuts. Tiles with more significant damage (e.g. multiple breakages) should be returned to, or left in, the crate, as our supplier may wish to collect the damaged tiles.

All claims for damage must be reported to us in writing. The quickest way to do this is by email to info@ivettandreed.co.uk. Any supporting evidence (e.g. photos of the damage) will help us process the claim more efficiently with our supplier and the courier.

Once the damage claim has been processed, we will notify the customer with a delivery date for any replacement tiles which may be required. The lead time to deliver the replacement tiles may be a similar length of time, or longer, to the original order. Where possible we will try to ensure that replacement tiles are supplied from the same batch as the original order, but this cannot be guaranteed.