Return & Refund Policy

Returns & Refunds Policy

Last Updated: 1st of May 2025

We want you to be completely satisfied with your purchase. If for any reason you're not happy with your order, you may return it in line with the policy outlined below.

1. Your Right to Cancel (UK Customers)

If you’re a consumer based in the UK, you have the legal right to cancel your order within 14 days of receiving your goods, under the Consumer Contracts Regulations 2013.

The 14-day cancellation period begins the day after your order is delivered.

You must notify us by email or in writing within this period if you wish to cancel.

You then have 14 days to return the goods at your own cost.

 

2. Return Eligibility

To be eligible for a return or refund:

Items must be unused, in their original packaging, and in a resalable condition ( packaging dry, unopened, tear free)

Goods must be returned within 28 days of delivery.

We cannot accept returns of part-used pallets or products that have been installed or damaged after delivery.

 

3. Damaged or Faulty Items

Please inspect all deliveries on arrival.

If any items arrive damaged or are missing, you must report it to the delivery driver immediately and mark it on the delivery note.

Then, contact us within 24 hours and provide photos of the damage.

We will offer either a replacement or a refund depending on the situation.

 

4. Return Costs

Unless your order is faulty or incorrect, return costs are your responsibility.

For palletised goods, we can arrange collection via our courier, and the cost will be deducted from your refund.

Return charges typically mirroring delivery cost + VAT per pallet, depending on your location.

 

5. Restocking Fee

A 5% restocking fee applies to returned stone cladding, brick slips, or other heavy and bespoke materials, unless the goods are faulty.

6. Refunds

Refunds will be issued within 7 working days of receiving and inspecting your return.

Refunds will be made to the original payment method.

Any original outbound delivery charges and return shipping or collection fees will be deducted unless the goods were faulty.

 

7. How to Start a Return

To start a return, please email us at [sales@stonewalldecor.com] with the following details:

Your full name and order number

Which item(s) you wish to return

Reason for the return

Photos, if you're reporting damage or faults

We’ll confirm your request and provide return instructions.

 

8. Customer Collections

If you chose “Customer Pickup” at checkout, you can return the items in person by appointment, or we can arrange a collection for a fee. The same conditions apply as above.

9. Contact Us

If you have any questions or would like to discuss a return, please contact our customer service team:

Email:                            paul.grochalski@homemate-shop.co.uk

Phone:                            01482 839883

Returns Address:         P&A Home Mate Ltd. 

  4 Harpings Road 

  Hull, HU5 4JF