Returns & Damaged Goods

At Stonewater, we want you to be 100% satisfied with every purchase. We understand that sometimes things change - that’s why we offer a
no-quibble 21-day returns policy.

Standard Returns

If you're not happy with your order, you can return it within 21 days for a full refund.

  • Products must be unused, in resaleable condition, and in original packaging.

  • Items under £70 may be subject to a transportation fee.

  • Returns must not be opened, installed, or altered.

Returns After 21 Days

Returns outside of the 21-day window are still possible in some cases:

  • Contact us on 02380 769 112 or email your account manager to request a returns form.

  • A 30% restocking fee will apply.

  • No returns accepted after 60 days.

Damaged or Faulty Items

While our products are carefully packed and delivered using white glove service, we know damage can occasionally happen.

  • Inspect your items on delivery.

  • Report any damage within 48 hours.

  • Send photos via WhatsApp to https://wa.me/07592133270 or email your account manager.

  • We’ll arrange free replacements immediately once the damage is confirmed.

Charges to Note

  • No restocking fee for standard
    returns within 21 days.

  • Transport/collection charges apply and vary
    based on item size, weight, and location.

  • If your original delivery included a surcharge,
    the same will apply to your return collection.

  • Exchanges require a new delivery fee
    for the replacement item.

Non-Returnable Items

We cannot accept returns for:

  • Special items (labelled with product code starting "ZZ-")

  • A 30% restocking fee will apply.

  • No returns accepted after 60 days.

Need to return something?

We aim to process all refunds within 14 days of receiving returned items. Fill out our online form and we’ll take care of the rest. Your statutory rights are not affected.

Find out more