TERMS AND CONDITIONS
Stone & Earth – Terms and Conditions Rev 07.2025
Upon accepting the quote, in turn you are accepting all terms and conditions set out by Stone & Earth.
Quote and Sale
1. The quote is valid for one calendar month. Once deposit is paid your price will be held for up to 6 months at which point, regardless of deposit placed, may be affected by changes to costs of raw materials. These additional charges may be added to the balance due.
2. Our quotation is based on the initial meetings, discussions and our interpretation of the information provided. All quotes are subject to change on the final site survey/template where final decisions will be confirmed. No changes are permitted after completion of final site survey/template unless agreed by the designer/management, these may result in additional costs or increased timescales on the delivery of the original sale.
3. Following a sale, any changes on products may result in restocking charges, and in some instances, the full cost in materials may be chargeable if suppliers will not accept the return.
4. Due to changes in VAT and CIS procedures as of 1st March 2021, you are obliged to inform Stone & Earth whether you are VAT registered, CIS registered AND not an end user. If you do not inform us, we will assume normal VAT rules apply.
5. The number of deliveries is, as per charged, on the quote. Please see your salesperson for further information.
Payment
6. A deposit of 50% of the total cost is required on the day of placing the order. The deposit payment is non-refundable after 2 weeks from payment date. If the order is changed or cancelled, you may be liable for any further costs incurred by Stone and Earth. Additional costs incurred will be in relation to time of cancellation versus delivery dates agreed. The remaining balance of 50% is required minimum 2 working days prior to delivery of goods. Late payment will result in delay of your delivery.
7. Where projects involve preparation works, a separate invoice will be produced. 50% deposit is required to book the contractors. 50% of the remaining balance is due no later than 2 days prior to day one of removal work proceeding.
8. Ownership of goods will not pass to the customer until payment has been made in full.
Payment Methods
9. Preferred payment methods are bank transfer, credit card, debit card. American Express is not accepted.
10. Payment details: Stone & Earth – Bank: HSBC, Account No: 93891461, Sort Code: 40-47-17
All payments need to be made minimum 2 working days before installation.
Please use reference on front page of quotation – Example SE1234 Smith
11. Finance Orders: Finance holiday period starts on date of first delivery/date of templating. Stone and Earth will request payment from finance supplier on day of delivery. Customer then has 24hrs to confirm to finance supplier that delivery was made. Missing/Damaged items do not provide justification to delay, however Stone and Earth will honour to rectify any issues at earliest possibility. See instore or website for further information.
12. Stone and Earth Ltd are authorized and regulated by the financial conduct authority. We are a credit broker, not a lender – credit is subject to status and affordability and is provided by Mitsubishi HC Capital UK PLC trading as Novuna.
13. For finance applications, please ensure to read and sign the additional finance terms and conditions.
Timescales
14. We aim to complete your installation as per the given schedule. Please note, schedules are only created to give customers an understanding of when we hope to complete. Unforeseen circumstances may result in delays to the proposed schedule. Ongoing installations will always take priority over new installations.
Warranties
15. All appliances carry their own manufacturer warranty and must be registered by the end user.
16. Installation has a 12-month warranty covering kitchen/bathroom/bedroom installations. This does not cover customers own supplied products. After 3 months, any service issues such as electrical/ gas works / plumbing related (including radiators) are to be investigated at time of issue by Stone and Earth, due to the complexity of tracking the true source of the issue. Upon report it will be determined if warranty claim is valid. Stone and Earths decision is final.
17. No warranty is given on any work that is not paid direct through Stone and Earth. For example: If a customer chooses to commission the services of one of Stone and Earths sub-contractors and pay them directly for private work.
18. Stone and Earth have the right to reject any warranty claim should there be clear misuse of the kitchen products.
19. Bathroom products carry their own manufactures warranty – See your designer for more information.
Installation
20. The installer will take photographs of the ongoing and completed installation to provide an accurate record.
21. Stone and Earth may also use the photographs on future advertising/social media to promote the brand. The customer is welcome to decline this should they not wish for their products to be shown publicly.
22. The customer is required to be present for installation to inspect the product, workmanship and complete the Customer Experience Form.
23. Advertising boards may be placed outside of customers houses during/after installations.
24. For quotes including building works, this is based on a standard expected house construction, meaning that the installer can only quote on what is visible. Assumption will be based on standard timber stud work, one layer of plasterboard and one layer of tiling. Any construction that deviates from the norm may be chargeable subject to additional works required.
25. We pride ourselves in providing a professional service and we take care to minimise the disruption caused during installation. However, there will be some dust created and would therefore ask customers to keep doors closed in adjoining areas.
26. Skips – Stone and Earth can NOT be held responsible for any driveway damage caused by skips. We will always aim to lay plywood, timber or sheeting below skips where possible to best protect the driveway. However, rain can cause rust and dirt to spread onto the driveway which is sometimes unavoidable and can stain. Likewise, the weight of the skip lorry on the driveway can cause movement. All driveway issues incurred will be direct between customer and skip supplier with no responsibility of involvement from Stone and Earth. Our advice is for customer to ask for skip to be placed on road and accept the charge for additional permit required to do so.
27. For Health and Safety purposes we require our installers be afforded the time and space to install the products free from interruptions and other tradesman.
Complaints
28. In the unlikely event the customer is not content with the service or product provided they should report this to the project manager at the time of installation who will in turn liaise with the manager at Stone & Earth to seek a satisfactory resolution.
29. Any worktop installation concerns or complaints must be raised the following working day at the latest or Stone & Earth will not accept any responsibility.
Worktops:
30. Stone and Earth require around 2-3 weeks’ notice to book in a template subject to time of year and workload.
31. We aim to fit your chosen worktop within 5-12 working days of the templating taking place (excluding weekends/bank holidays) unless otherwise agreed.
32. Two visits are included in the quotation, unless otherwise specified, one for the templating and one for the installation. Any additional visits or aborted visits resulting from the templating pre-requirements not being met will result in additional charges. Please note, time slots can only be estimated due to unpredictability’s.
33. It is essential that the customer is present at the time of templating to discuss, confirm and sign off the templates. This includes confirming tap locations, size of overhangs, radius of curves (if appropriate), location of joints, location of drainer groves, location of upstands, windowsills, and such like. We cannot be held liable for any errors that occur if the template has not been checked and signed by the customer. In addition, any extras required and/or requested will be quoted and must be accepted prior to installation of the original sale. Please note, extras or changes may affect your install date initially offered.
34. It is customers responsibility to make Stone and Earth aware of any parking or access restrictions.
35. Quartz is an engineered stone made of various materials including resin and as such, is not suitable for use as a splashback behind an appliance with a naked flame (such as a gas hob). This also includes, but is not limited to, log burners and similar appliances which produce a very high heat.
36. Joints are guaranteed for a period of 12 months following installation subject to investigation from Stone and Earth. Silicone is guaranteed for 3 months. Any remedial work after this date will be chargeable on a case-by-case basis.
37. A minimum of 5 working days’ notice (excluding weekends/bank holidays) prior to date of template is required for any changes/moving of dates if any pre-templating requirements are not in place. Charges may be applicable if notice period is missed.
38. We stock a representative sample of all our surfaces in the showroom. The sample represents the general appearance and slight variations in colour, shade, structure and tone may occur. We recommend any customers wishing to purchase natural stone visit our supplier prior to acceptance so exact material can be chosen.
39. All offcuts are “sold as seen” and should always be inspected and confirmed by the customer prior to ordering. Please be aware that these pieces are stored outside and as such, are prone to damage and weathering. We will always do our best to check the material, but in some cases, you may be asked to make a new selection if the chosen material has damage / defects that were not apparent at the point of order / selection. This is always reflected in the price quoted.
40. Stone and Earth will NOT hold left over material from an order in the factory, due to the risk of damage. If requested to keep the remains of purchased slab then Stone and Earth will deliver this at time of installation and leave with customer.
41. Stone and Earth carry no responsibility for customers own sinks and hobs where previously installed.
42. On the day of installation, if the fitter feels that the carcases are insufficiently secured, Stone and Earth reserve the right to either abandon the install or adjust/strengthen carcases so that they can install the worktops correctly. This will incur an additional charge for materials and labour. Unless prior agreement, we do not undertake plumbing or electrical works.
Tiles:
43. No tiles are guaranteed against crazing. The customer is responsible for ensuring that shade variations and conditions of tiles are acceptable BEFORE fixing commences. No claims can be made once tiles are fixed.
44. Non-stock items are unfortunately non-returnable or refundable. Stock items can only be returned within 28 days with proof of purchase and proof of where they have been stored, and proof that packaging is fit for purpose. Refunds carry a 25% re-stocking charge. Any stocked products that are returned outside the 28-day return window will be reviewed by management.
45. Supply only orders – It is the responsibility of the customer to confirm the quoted tile quantities and ancillaries are correct. Additional required items will be chargeable. For any over-orders see above.
46. It is the customers responsibility to check delivered items are correct prior to fixing.
Kitchens, Bedrooms, Bathrooms and Preparation Works:
47. CAD designs are for illustration purposes only, they may vary from the completed installation.
48. Project schedules can only have estimated timelines due to unforeseen circumstances that may crop up. Project management will do their utmost to keep customers up to date with weekly changes to schedule.
49. Installers that are named on the schedule are open to change. Project management may need to alter suggested contractors from time to time to accommodate all relevant challenges.
50. All projects carry a ‘snagging’ period at the end of the install. No time limit is given to this however it will be completed at the earliest possibility.
51. Supply only orders – It is the responsibility of the customer to confirm the quoted product quantities and ancillaries are correct. Additional required items will be chargeable.
52. It is the customers responsibility to check delivered items are correct prior to fixing.
53. Non-stock items are unfortunately non-returnable or refundable. Stock items can only be returned within 28 days with proof of purchase and proof of where they have been stored, and proof that packaging is fit for purpose. Refunds carry a 25% re-stocking charge. Any stocked products that are returned outside the 28-day return window will be reviewed by management.
54. If payment plan has been offered on larger projects, customer MUST honour initial agreement of when all payments will be made. This will be due on agreed dates or Stone and Earth carry the right to stop installation until rectified. In turn, Stone and Earth will honour completion of all projects at the earliest possibility.
55. Unforeseen issues – Stone and Earth can only quote what is visible, therefore any remedial work that comes to light during an installation will require further discussion and may result in additional charges.
Product:
56. Kitchens – 18mm cabinetry throughout our kitchen range, this comes with the options of glue and timber dowel, or cam and dowel construction. Kitchen units are delivered rigid where possible complete with soft close hinge systems and drawer systems.
57. All kitchens come with a range of carcase colours / door styles and colours / handles – See designer for more info.
58. Bedrooms – 18mm cabinetry delivered flat pack for ease of transport and access into the house. Complete with soft close hinge systems and drawer systems
59. Bathrooms – All products are unique to the manufacturer – Please ask your designer for more detail.
60. Worktops – All suppliers offer their own stone warranties subject to their terms – See supplier websites for further information. Stone and Earth stock stone carries a 10 year warranty subject to maintenance and care.