Shipping & Returns

Delivery Information: Pallet Size 1200 mm* 1000 mm* 1000 mm. Max. total weight 1000 kgs

Road Surfaces – Surfaces must be Tarmac, block, or concrete. The third-party delivery vehicles don’t operate on soft/loose ground. Vehicle access must be wide enough, a hard, flat surface,e or obstacle-free. If an item cannot be delivered for any of the above reasons, then a re-delivery charge will apply

1. Please note that delivery may be delayed by one day due to unforeseen circumstances beyond our control. Please do not book any tradesmen till the product physically arrives.

2. Delivery is made through third-party couriers, who offer kerbside drop or the nearest access point on a hard surface using a tail-lift and manual pump truck.

3. Redelivery charges apply if no one is present at the address to sign

4. To avoid re-delivery charges, the driver may leave it unsigned with prior contact.

5. If you find any breakages, please report this to the driver and notify us immediately.

6. If you cannot physically check the product, please sign the POD as “damaged” and report any breakages within 24 hours with relevant photographs by email.

7. We send our crates fully checked and make sure no single slab in a crate leaves the yard broken, but please allow 10% breakages, chips, and corners in transport due to the nature of the product.

8. Riverstones Composite is happy to replace or issue a partial refund for any breakages that have exceeded the 10% threshold, that has been incurred during transit. The customer’s responsibility is to notify us within a reasonable time frame.

Deliveries are made by 3rd party Hauliers/couriers in a Wagon using a tail lift and manual pump truck on “Kerbside Drop Service only”. If your property has loose gravel chipping, soft ground, or is on an elevated surface, and the pump truck is unable to pass it, the product will be left at the nearest suitable area.
If your driveway is accessible by the wagon, the product may be offloaded onto your driveway with your permission. This may be done solely on your agreement. Any other service offered is strictly between the customer and the Haulier and is not a part of the contract between our company and the customer. Customers are required to be at the property for delivery on the nominated delivery days to sign for the products. It is highly recommended that you inspect the products on delivery by removing the plastic wrapping carefully, also the banding to check for any damage on receiving. Whilst every effort is taken to deliver goods in perfect condition, it is unlikely that you will receive a faulty/damaged product. Please contact us immediately while the driver is still there in that case.

It is the buyer’s responsibility to inform of any access problems before placing an order. If no one is at the property to sign for the delivery or the property is inaccessible, re-delivery charges will be applied.

In the unlikely scenario should you wish to return your order we are happy to accept the return, we are happy to accept the return provided the product is in its original packaging and still in sold condition. The customer is responsible for arranging the return at their own cost and ensuring that the product is packed appropriately for transit. We can only accept returns in full packs. There will be a 20% restocking charge for returns. Transport costs will be deducted from the refund amount, as it is a 3rd party service. If the product is returned via our Haulier, the cost will still have to be paid by the customer.

Refunds for the goods will be raised within 14 days upon receipt of the returned goods at our yard after inspection. We cannot accept returns of excess product or leftovers. We are not responsible for consequential loss because of the delay in the receipt of goods.

If we are unable to find a suitable courier to make a delivery of an order, we reserve the right to cancel that order and will provide a full refund.