Dear Customer,
Whether you are considering ordering a stone cladding sample or have already placed a sample order, we kindly ask you to read and understand the following Stone Cladding Sample Policy. Due to the special nature of natural stone cladding and the way samples are transported via parcel couriers, it is important that customers are aware of these conditions before the sample is dispatched.
We appreciate your understanding and ask that you confirm acceptance of the following policy before we proceed with dispatch of your sample order.
Note: Stone cladding panels are manufactured from natural stone pieces bonded to a backing board. Due to the irregular shapes and natural texture of stone fragments, individual pieces may occasionally loosen during handling or transport.
In most cases, any loose fragments can easily be reattached during installation using standard construction adhesive. Minor stone movement does not affect the structural performance or final installed appearance of the product.
This behaviour is widely recognised as a natural characteristic of split-face and stone cladding products and is not considered a manufacturing defect.
Stone cladding samples are provided so customers can evaluate the genuine colour, tone, texture and natural character of the stone before placing a full production order. Because cladding panels are heavy natural materials, the delivery conditions for sample orders differ significantly from palletised transport used for full orders.
Important: All stone cladding samples are non-returnable and non-refundable, regardless of their condition upon arrival. Sample charges cover the cost of materials, packing, handling and courier delivery.
Each sample box normally contains four full-size cladding panels, with a total weight of approximately 30 kg. These samples are supplied for evaluating the stone material itself, including colour variation, surface texture and general visual appearance.
Parcel Delivery Conditions: Samples are shipped via ParcelForce economy parcel service and packed in standard cartons without reinforced pallet packaging. Because stone cladding is a heavy natural material, rough handling during courier transport may occasionally cause partial detachment of small stone pieces from the backing panel.
This type of accidental movement during parcel transport is considered a transport-related occurrence rather than a defect in the stone material.
Full Order Transport Method: For official production orders, stone cladding panels are palletised, reinforced and transported through professional pallet delivery networks such as Palletways. When shipped via pallet transport, the risk of stone movement during delivery is significantly reduced.
Sample Disclaimer: Stone cladding samples are provided strictly for evaluating the natural colour, tone, texture and character of the stone. The physical condition of the sample panels after parcel courier transport should not be used as a reference for the condition of palletised production orders.
Full orders are packed on reinforced pallets and transported through professional pallet networks, which provide substantially greater protection during transit.
Customer Acceptance Requirement: By confirming your sample order, you acknowledge and accept that minor accidental stone movement or detachment may occur during parcel courier transport. Such occurrences are considered normal for heavy natural stone samples and are not grounds for refund, replacement or complaint.
Samples remain a reliable reference for assessing the natural stone colour, tone and surface texture before committing to a full order.
If you agree to the above policy, please confirm acceptance by email and we will proceed with dispatch of your sample order.
If you do not agree, please inform us within 48 hours and your sample order will be cancelled and fully refunded.
Kind regards,
Paving Slabs UK Team