Return & Refund Policy
Refunds & Returns
Made to order. Made for you.
Every Kavestone piece is individually made to order using your selected design, stone and specifications.
Because your furniture is created specifically for you, our returns policy is different from that of standard stocked furniture retailers.
We recommend reviewing all product details carefully before placing your order.
01Made-to-Order Furniture
All Kavestone furniture is made to order.
Once production has started, we are unable to accept returns or cancellations simply because you have changed your mind.
This includes changes relating to:
- Size
- Stone selection
- Finish
- Design
- Colour preference
- Room suitability
- Access to the property
Please make sure you are completely happy with your chosen specifications before confirming your order.
This does not affect your statutory rights where an item is faulty, damaged or not supplied as ordered.
02Cancelling Your Order
If you wish to make a change or request a cancellation, please contact us as soon as possible after placing your order.
Where production has not yet started, we will review your request and confirm whether the order can still be changed or cancelled.
Once your furniture has entered production, cancellation will no longer be possible because materials, labour and production will already have been allocated specifically to your order.
03Damaged or Faulty Items
Every Kavestone piece is carefully inspected before dispatch.
If your furniture arrives damaged, faulty or materially different from what you ordered, please contact us as soon as possible.
We ask that delivery-related damage is reported within 7 days of delivery wherever possible.
When contacting us, please provide:
- Your order number
- Clear photographs of the issue
- A photograph showing the complete product
- Close-up photographs of the affected area
- A video where useful
- A short description of the problem
This allows us to assess the issue accurately and respond as quickly as possible.
04How We Resolve Issues
Where a genuine fault or damage is confirmed, we will review the most appropriate solution based on the circumstances.
Depending on the issue, this may include:
- Repair
- Replacement of the affected component
- Replacement of the product
- Partial refund
- Full refund
The appropriate remedy will depend on the nature of the issue, the product and the applicable consumer rights.
Our priority is to resolve genuine problems fairly and efficiently.
05Refunds
Where a refund has been approved, it will normally be issued to the original payment method used for the order.
The time taken for the funds to appear in your account may vary depending on your bank or payment provider.
We will confirm once the refund has been processed from our side.
06Natural Stone Is Unique
Marble and travertine are natural materials, and variation is an inherent part of their character.
No two slabs are exactly the same.
Your furniture may naturally vary in:
- Veining
- Colour
- Tone
- Pattern
- Texture
- Pores
- Mineral markings
- Surface characteristics
These natural differences are not considered faults or defects.
Images and stone samples are intended to represent the general appearance of the material, but the exact slab used for your furniture will naturally have its own individual characteristics.
07Measurements & Access
Customers are responsible for checking that:
- The chosen furniture dimensions are suitable for the intended room
- The product can pass through doorways, hallways and staircases
- Lifts are large enough where required
- There is sufficient space for delivery and installation
A product cannot be returned simply because it does not fit into the property or the intended room where the dimensions supplied were correct.
If you are unsure about access, please contact us before placing your order.
08Incorrect Orders
If you believe you have received the wrong product, stone, size or specification, please contact us immediately.
We will compare the delivered product against your confirmed order details and investigate the issue.
Where the item has been incorrectly supplied by Kavestone, we will arrange an appropriate resolution.
09Returns Authorisation
Please do not return any product without first contacting our team.
Because our furniture is large, heavy and made from natural stone, any approved return must be arranged directly with us.
Unauthorised returns may not be accepted.
If a return is approved, we will provide clear instructions regarding collection and the next steps.
10Refunds Will Not Normally Be Offered For
Unless required by applicable consumer law, refunds will not normally be provided where:
- You have changed your mind
- You no longer like the selected stone or finish
- The item does not fit because access or room dimensions were not checked
- Natural stone varies from website imagery or samples
- The product has been damaged after delivery
- The furniture has been altered, modified or moved incorrectly
- The issue results from misuse or improper care
- The order was made correctly to your confirmed specifications
11Your Consumer Rights
Nothing in this policy is intended to limit or exclude any statutory rights you may have under applicable consumer law.
If your item is faulty, damaged, incorrectly supplied or otherwise does not meet your legal rights, please contact us and we will review the matter appropriately.
Need Help With Your Order?
If you have any questions about your order, specifications, cancellation, damage or a potential return, please contact the Kavestone team.
We recommend getting in touch as early as possible so we can help resolve the matter quickly.
Contact Our Team