About these Terms and Conditions
When They Apply
These terms and conditions apply to all products being purchased by you. Every time you order from us, our Terms displayed on our website at that time will apply to the contract between us. They govern your contract with us for the sale of products/delivery services and apply to the following websites: www.stonetools.co.uk, www.stonetools.ie, www.stonetools.fr, www.stonetoolsglobal.com.
Legal Entity and Contract
Your contract for the purchase and delivery of our products will be with Stonetools Ltd (Registered in England & Wales Company no. 6111732) head office and registered address is Stonetools Ltd Unit 8 Kingstanding Business Park, Kingstanding Way, Tunbridge Wells, Kent, TN2 3UP, United Kingdom.
Contact Stonetools Ltd
You can contact our office using the details below for any queries relating to these Terms and Conditions.
Telephone: + 44 1892 519290
Email: support@stonetools.co.uk
Your Duty
Please check these Terms and Conditions to ensure you understand the terms which will apply to you when purchasing from Stonetools Ltd.
Warranty
Warranty means an assurance or guarantee that a product does not contain a defect in its manufacture or design. Any warranty does not cover product(s) which are defective or have been damaged as a result of the following:
- Wear or tear from normal use
- Servicing from a not authorised service provider
- The product having been misused or subjected to neglect, improper or inadequate, care or carelessness (such as being dropped), or abnormal usage conditions
- The product having been involved in any accident or attempt at repair, alteration, change or modification
- The product having been used other than in accordance with good practice and manufacturer instructions or recommendations
- The use of non-manufacturer parts or accessories fitted to the product
Some of the products we sell to you come with a manufacturer's guarantee. For details of the applicable terms and conditions, please refer to the manufacturer's guarantee provided with the product.
If you are a consumer, a manufacturer's guarantee is in addition to your legal rights in relation to products that are faulty or not as described.
To submit a warranty claim please email support@stonetools.co.uk
Cancelling, Changing an Order or Returning Products
In order to return any products to Stonetools Ltd, you must follow the procedure set out in the Easy Returns page.
Your Right to Cancel an Order
When you buy online, you have cancellation rights detailed below. If you live within the EU, you are entitled to these rights under the EU Directive on Consumer Rights 83/2011. We offer the same rights to non EU residents.
You may cancel your contract if you so wish, provided you exercise your right no longer than 14 days after the date of the dispatch confirmation, which is when the contract is formed.
This applies to the cancellation of all products contained in the order, if you wish to return products within an order see goodwill returns.
Refunds for Cancelled Orders
We will reimburse to you (by the method used to pay for the original transaction) the cost of the products and delivery, within 14 days of the receipt of the returned order. If you wish to exercise your right of cancellation, you are required to take reasonable care of the products until they are returned to us.
How to Cancel an Order
To cancel an order please obtain a form by emailing support@stonetools.co.uk
Delivery Cost Refund for Cancelled Orders
The delivery charges for your order will not be refunded.
Return Costs Refund for Cancelled Orders
You will be required to bear the cost of the return of your order.
Your Right to Cancel a Made to Order Product
Your right to cancel does not apply to goods made to order. Refunds will be at the discussion of Stonetools Ltd.
Cancelling Damaged, Faulty or Not as Described Orders
You may cancel your contract if the products arrive damaged, are faulty or not as described, in which case we will refund the cost of returning the products. These Terms and Conditions are in addition to any statutory rights and remedies you may have under English law and your country of residence.
If the products are damaged, faulty, or not as described, you may cancel the order and receive a refund, or request a replacement. You have a legal obligation to keep the products in your possession and to take reasonable care of the products while they are in your possession.
Refunds for Damaged, Faulty or Not as Described Products
We will reimburse to you (by the method used to pay for the original transaction) the cost of the products, delivery and return, within 28 days of receipt of the returned products. If the products are faulty, or damaged please see our Easy Returns article. Stonetools Ltd will govern the decision relating defining a product as damaged, faulty or not as described.
Delivery cost refund for Damaged, Faulty or Not as Described Products
The delivery charge for your order will be refunded.
Return costs refund for Damaged, Faulty or Not as Described Products
We will refund any reasonable postage charges you incur to return such products. Please retain the reciept and submit with your return. This refund will be made in the currency used to pay for the original transaction.
Returning Damaged, Faulty or Not as Described Products which were Made to Order.
If a custom product is faulty or damaged please contact customer services for further information and advice.
Goodwill Returns
In addition to your legal rights to cancel your order, we offer a goodwill returns policy. This is when you've changed your mind about keeping a product. You may return it if you meet all of the following conditions to receive a refund:
- It is returned in in its original condition
- It is returned with proof of purchase to Stonetools Ltd's registered address
- Is returned within 28 days of purchase
Goodwill Returns Refunds
We will refund you the (by the method used to pay for the original transaction) cost you paid of the products, within 14 days of receipt of the returned products.
Goodwill Returns Process
We expect products to be returned in their original condition, meaning that you've kept original packaging and labels, and that the product is unused and undamaged.
Goodwill Returns Delivery Cost Refund
The delivery charge for your order will not be refunded. You will be required to bear the cost of the return of your order. You must obtain proof of return.
Goodwill Returns for Made to Order Products
Your right to return products does not apply to products made to order.
Goodwill Returns Monetary Deductions
We may make a deduction from any reimbursement for loss in value of any products supplied, if the loss is the result of unnecessary handling or damage by you.