Returns, Refunds & Cancellation Policy
Last updated: October 14, 2026
Please review the applicable quotation and order terms before confirming an order or requesting a return, refund or cancellation.
1. Scope and Applicability
This Returns, Refunds & Cancellation Policy describes the general process for requesting a cancellation, return, replacement or refund for products supplied by Flat Stone Designs. The specific terms in the accepted quotation, order confirmation, invoice, warranty or separate written agreement apply to each order and may supplement this policy, subject to applicable law.
2. Before Confirming an Order
Please review the product specifications, dimensions, finish, quantity, intended application, delivery destination, pricing and other details in your written quotation and order documents before confirming an order. If anything is unclear, contact us before making payment or authorising production.
3. Order Cancellation Requests
If you need to cancel an order, contact us as soon as possible at info@flatstonedesigns.com and include your order or quotation reference and the reason for the request.
A cancellation request is not effective until we confirm it in writing. Whether an order can be cancelled, and whether any amounts can be refunded, depends on the order status, any materials already procured, production or customisation already undertaken, shipping arrangements and the agreed order terms. Any applicable cancellation charges or deductions must be assessed under the applicable written terms and applicable law.
Custom-made, cut-to-size, specially prepared or already dispatched products may have limited cancellation options where permitted by law and the relevant order agreement.
A cancellation request is not effective until we confirm it in writing. Whether an order can be cancelled, and whether any amounts can be refunded, depends on the order status, any materials already procured, production or customisation already undertaken, shipping arrangements and the agreed order terms. Any applicable cancellation charges or deductions must be assessed under the applicable written terms and applicable law.
Custom-made, cut-to-size, specially prepared or already dispatched products may have limited cancellation options where permitted by law and the relevant order agreement.
4. Return Eligibility
Please contact us before sending any product back. Returns must be authorised in writing and follow the return instructions we provide.
Return eligibility depends on the condition of the goods, the reason for the request, the stage of the order, the applicable quotation or order terms and any mandatory legal rights. Products that have been installed, cut, altered, damaged after delivery or specially prepared for a particular order may not be eligible for return where permitted by applicable law and the agreed terms.
Do not dispatch a return until you have received our written instructions, including the return destination and packaging requirements.
Return eligibility depends on the condition of the goods, the reason for the request, the stage of the order, the applicable quotation or order terms and any mandatory legal rights. Products that have been installed, cut, altered, damaged after delivery or specially prepared for a particular order may not be eligible for return where permitted by applicable law and the agreed terms.
Do not dispatch a return until you have received our written instructions, including the return destination and packaging requirements.
5. Damaged, Missing or Incorrect Goods
If a shipment arrives visibly damaged, appears to be missing items, or does not match the confirmed order, please notify us promptly at info@flatstonedesigns.com. Include your order reference, a description of the issue, photographs of the goods and packaging, and any notes made on the delivery receipt.
Please retain the packaging and affected goods while the issue is reviewed. We will assess the information and coordinate any appropriate next steps under the applicable order terms and law. This process does not remove rights or remedies that cannot legally be excluded.
Please retain the packaging and affected goods while the issue is reviewed. We will assess the information and coordinate any appropriate next steps under the applicable order terms and law. This process does not remove rights or remedies that cannot legally be excluded.
6. Refunds and Processing
If a refund is approved, the amount, method and timing will be confirmed in writing. Where practical and legally permitted, refunds will be made using the original payment method; an alternative method may be agreed if necessary. The time for funds to appear may depend on the payment provider or bank.
Any deduction, restocking charge, cancellation charge, freight cost or other amount withheld must be supported by the applicable order terms and applicable law. We do not promise a fixed refund processing period in this general policy; the timing for a particular case will be communicated when the refund is approved.
Any deduction, restocking charge, cancellation charge, freight cost or other amount withheld must be supported by the applicable order terms and applicable law. We do not promise a fixed refund processing period in this general policy; the timing for a particular case will be communicated when the refund is approved.
7. Shipping Costs and Return Transport
Responsibility for original shipping costs, return freight, insurance, packaging, handling and related charges depends on the reason for the return and the applicable order terms. The relevant written order documents or our written return authorisation will confirm the arrangements. Do not send goods back using collect-on-delivery or other chargeable arrangements unless we have agreed to them in writing.
8. Samples and Special Orders
Sample requests, made-to-order products, customised products and products cut or prepared to project-specific requirements may be subject to different cancellation or return conditions. Those conditions should be confirmed in the quotation or written order confirmation before the order is accepted. Any restrictions remain subject to mandatory legal rights.
9. No Waiver of Legal Rights
Nothing in this policy is intended to exclude, restrict or override any right, remedy or protection that cannot legally be excluded or limited. If any part of this policy conflicts with applicable law, that part will apply only to the extent permitted by law.
10. Contact Us
To request a cancellation, return, replacement or refund, contact us:
Email: info@flatstonedesigns.com
Website: https://flatstonedesigns.com
Please include your order or quotation reference so we can review the request efficiently.
Email: info@flatstonedesigns.com
Website: https://flatstonedesigns.com
Please include your order or quotation reference so we can review the request efficiently.