Returns and Refunds Policy

General Information

We want you to be completely happy with your purchase but, if you change your mind or the Product is damaged/defective, we do accept returns, subject to this Returns and Refund Policy.  Simply contact us at  within 14 days of delivery.

Please note:  we can’t accept returns or offer refunds and/or exchanges of custom orders/made-to-measure/non-returnable items (this does not affect your rights if the items are damaged).


If you cancel or change your mind within 14 days of purchase and the Products haven’t been dispatched or removed from stocking, we’ll give you a full refund, including on Non-Returnable Items

Once the Products are out for delivery, you will need to take delivery of the items before you can cancel/return the items.


If you change your mind or are unhappy with the Products you receive, please contact us within 14 days of delivery with your order number and photographs of the Products to be returned.

You, as the buyer, you will be responsible for the cost of returning the products to our warehouse address in ‘Essex’ and if applicable the price of repacking of the products.

Only full packs can be returned and must be returned in their original condition (including packaging): in an unused, resaleable ‘as new’ condition with the original wooden crate packaging within 14 days after you send us your email notification.  We recommend that you also contact our Customer Services Team to discuss the packaging and shipping requirements.

Please take all reasonable care of the Products you wish to return.  Any damage and/or deterioration of the Products, while in your care, may result in a reduction in value of the Products and affect the value of your refund and, if the package has been damaged or opened, you will be responsible for the like for like re-packaging of the Products before returning them.

Once returned to our warehouse, products will be checked for any damages and deterioration. In this case, a residual value will be applied to the product.

A refund will be issued via the original payment method, less the cost of the inward delivery charge to the warehouse. If you initially opted for next day outward delivery service. We will only refund you the basic delivery cost.

No re-stocking will be applied.

Four Edges (UK) Limited reserves the right not to issue a refund if the Products are deemed not to be in a resaleable condition, if there is no proof of purchase, if you have not contacted us within 14 days of delivery or if the Products are returned after the 14-day period.

Non-Returnable Items

We are unable to accept returns or offer refunds and/or exchanges on certain Products.  These include:

  • Customised/made-to-order items;
  • sale/special offer items,
  • excess/leftover products;  and/or
  • delivered perishable items (e.g., grouting, plaster, cement)

We are unable to accept returns or offer refunds and/or exchanges on items that have not been rejected, by email, within 14 days from date of delivery, or Products that have already been installed.  In such instances, you will be deemed to have accepted the delivery in its entirety, and we shall have no further liability to you.

For more information, please review our Terms and Conditions.

Damaged Or Defective Goods

At Four Edges (UK) Limited, we take great care when putting your order together so that we can deliver excellent Products in excellent condition.  However:

  • If the delivered Products are damaged, we will replace the number of slabs over the 10% breakage allowance (subject to stock availability) or offer a refund, as appropriate.
  • We may ask you to check the broken slabs to ascertain whether or not they can be used for cuts usually made during the process of laying the slabs.
  • Please clearly mark on the haulier’s proof of delivery document that the Products have been ‘DAMAGED’.  To help us process your claim, we recommend that you open all crates and check exactly how many individual slabs are broken, take clear photographs of the breakages, then contact our office by email at
  • We are not able to collect damaged Products.  You are advised to dispose of any damaged Products once the replacements have been received.
  • If the delivered Products are defective, we may offer an exchange or a refund, as appropriate.

If you notice any problems or have any suspicions about the quality of the Products, clearly mark the haulier’s proof of delivery document “DAMAGED”.  Get the driver to countersign and print his name against your note.

Any claim for damages/breakages/defects must be noted to us by email at within 24 hours of the delivery.  For more information on this, please read our Delivery Policy.

Once your claim is processed as successful, we will arrange for the replacement of the damaged units, subject to stock levels.  As shipping is a separate service, you will be charged the cost of the delivery of the replacement items.

We are unable to process any claims or provide a refund or replacement in the following instances:

  • If you sign for the delivery;
  • If you sign for the delivery in ‘Good Condition’;
  • If you do not clearly mark on the haulier’s proof of delivery document that the Products have been ‘DAMAGED’.

If you sign the haulier’s proof of delivery document as ‘Unchecked’ (or similar wording), you retain your right to notify us of any damage within 24 hours of delivery.


Upon receipt of the returned Product, we will examine the Product and notify you, via email, whether or not you are entitled to a refund.

If you are entitled to a refund, we will aim to issue this within 14 days of return delivery, less delivery costs back to the warehouse.  The maximum time period to refund any monies will not exceed 30 days from the date of receipt of the items by Four Edges (UK) Limited.

No refunds will be issued on the following items:

  • Customised/made-to-order items;
  • sale/special offer items,
  • excess/leftover products; and/or
  • delivered perishable items;
  • Delivery costs.

Have more question?

Returning Products does not affect your statuary rights. If you wish to return any Products, it’s best to speak to our friendly Customer Service Team who will try and help you in any way they can.

If you have any more questions, please feel free to contact us at We are always happy to help.

This policy is to be read in conjunction with our Terms and Conditions.


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