Order Amendments & Cancellations:

The customer has the right to change or cancel any order, however all amendments must be made before goods are despatched. We dispatch goods as soon as possible after orders are placed to ensure that we uphold the delivery dates stated and provide the best service possible.
If an order is placed before 12pm (midday), this must be changed or cancelled by 2pm on the same day. If an order is placed after 12pm, any changes or cancellation must be made before 2pm the following day. Refunds will be made in full providing that this criteria is met and the order is cancelled before the goods leave our yard.
All changes and cancellations should be directed to our Customer Services team and made so we have a written record of your request. Please send to: sales@stoneandgardendirect.com and ensure you include your full name, order number and delivery postcode in the email.
Please note that changes to orders are not guaranteed as this will rely whether the criteria above have been and whether we have the stock available to reflect any changes being requested.

Re-delivery Attempts:

Where a delivery cannot be made on the requested date due to access issues or other unforeseen circumstances, we will attempt a re-delivery at your request for a minimum charge of £36 per pallet. If you have any queries relating to this or any other issue please call us on 01302 275500.

Returns:

If an order is placed and then cancelled after products have already been despatched, then a refund will be given less the cost to return. Returned loads, if cancelled on route, will incur a return delivery charge of £60 + any zonal charges per pallet, which will be deducted from any refund due. The same charge applies if the driver is asked to re-route goods to an alternative delivery point after the point of dispatch. Re-routing is not a guaranteed service and may result in a later delivery date being issued.
Customers may return goods after the delivery has been made, but this will be at their own expense. Returns must be made within 7 working days from the date following the day of delivery. Goods must be returned in their original packaging and in the same condition to ensure they are fit for resale. Please return to:

Stone and Garden Direct Head Office

Holme Wood Lane
Armthorpe
Doncaster
DN3 3EH
Alternatively, we can arrange to collect goods for return on your behalf. This would carry a minimum charge of £60 per pallet plus any zonal charges. If this is an option you wish to pursue, please contact our Customer Services team via the email address above, or on: 01302 275500.

Reporting Issues:

All goods should be inspected upon delivery and any damages, missing items, quality issues or other product queries reported on the paperwork. Failure to do so will result in Stone & Garden Direct not being able to support any potential claim. If you do have an issue, please call us immediately on 01302 275500. Our team will ask that photographs are supplied to support any claim, which must be received no later than 7 days after the delivery is made.
This does not affect your statutory rights.