Refunds, Returns & Cancellation Policy
Last updated: October 2026
At Karrek Stone, every product sold through our website is bespoke and made to order.
Each piece of slate is individually cut and finished to the measurements, dimensions and specifications selected or supplied by the customer. We do not sell standard stock or off-the-shelf products through our website.
Please read the following information carefully before placing your order.
Bespoke & Made-to-Order Products
Because our products are made specifically to your measurements and specifications, they cannot normally be resold to another customer.
Bespoke goods made to a customer’s specifications are excluded from the usual change-of-mind cancellation rights that apply to many online purchases.
For this reason, once manufacture of your order has begun, we are unable to accept returns or provide refunds simply because:
you have changed your mind;
you no longer require the product;
you ordered the incorrect size;
measurements supplied by you were incorrect; or
you selected the wrong thickness, finish, shape or other specification.
This does not affect your statutory rights where goods are faulty, damaged or not as described.
Cancelling an Order Before Manufacture
If you need to cancel or change an order, please contact Karrek Stone as soon as possible after placing your order.
Because orders can move into production quickly, we cannot guarantee that an order can be changed or cancelled once it has been placed.
If you contact us before cutting or manufacture has begun, we will confirm whether the order can still be cancelled or amended.
If manufacture has already begun, cancellation will normally no longer be possible because the slate has been cut or worked specifically to your requirements.
Please Check Your Measurements
Customers are responsible for checking all measurements, dimensions and specifications before completing an order.
We manufacture the product using the information supplied or selected when the order is placed.
Unless otherwise stated, please allow an approximate manufacturing tolerance of 2–3mm on cut dimensions.
If we manufacture your order correctly to the measurements and specifications supplied by you, we cannot normally provide a refund or replacement because those measurements subsequently prove unsuitable.
If you realise you have made a mistake after ordering, please contact us immediately. If manufacture has not yet begun, we will do our best to help.
Natural Variations in Slate
Slate is a natural material and every piece is unique.
Variations in colour, shade, texture, pattern and the amount of natural riven surface are normal characteristics of natural slate and are not necessarily faults.
Where several pieces are ordered, we will make reasonable efforts to match them as closely as possible, but an exact match cannot be guaranteed.
Our products are also individually hand finished. Small variations in polished edges, bevels, curves and radii are therefore normal.
Damaged During Delivery
Please inspect your order as soon as reasonably possible after delivery.
If your order appears to have been damaged in transit, please contact us within 48 hours where possible.
Please provide:
your name and order number;
photographs of the damaged product;
photographs of the packaging; and
a brief description of the damage.
This allows us to investigate the damage promptly with the delivery company.
The request to notify us within 48 hours does not remove or restrict your statutory rights.
Please retain the product and packaging until we have advised you what to do next.
Faulty or Incorrect Goods
If we have made your product incorrectly, the goods are faulty, or the product does not match the specification you ordered, please contact us as soon as reasonably possible.
We may ask for photographs and measurements so that we can investigate the issue.
Where goods are genuinely faulty, damaged or not as described, we will provide the appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include repair, replacement or refund.
The fact that an item is bespoke does not remove your statutory rights in relation to faulty, damaged or incorrectly supplied goods.
Returning Goods
Please do not return bespoke slate to us without contacting Karrek Stone first.
Because slate is heavy and can be damaged if transported incorrectly, we will advise you of the appropriate next steps where a return is necessary.
Where a return, repair or replacement is required because the goods are faulty or we have supplied them incorrectly, we will deal with reasonable necessary return or replacement arrangements in accordance with your statutory rights.
Collection Orders
If you select Free Collection – Saltash, please inspect your order where reasonably possible when collecting it.
Once collected, you are responsible for ensuring that the slate is adequately supported, secured and protected during transportation.
We cannot accept responsibility for damage caused after collection by unsuitable transportation, insufficient support, incorrect loading or subsequent handling.
This does not affect your rights in relation to faults or problems that were already present when the goods were supplied.
Your Statutory Rights
Nothing in this Refunds, Returns & Cancellation Policy is intended to exclude or restrict any statutory rights that cannot legally be excluded.
If you have a problem with an order, please contact us and we will work with you to investigate and resolve it.
Contact Us
For cancellations, damaged deliveries, faulty goods or any questions regarding a website order, please contact Karrek Stone using the details provided on our Contact Us page.
When contacting us about an existing order, please include your order number wherever possible.