Warranties & Refunds (in depth)

Please note that special terms apply to Consumers who wish to return goods, which prevail over the provisions of this Clause. Customers who are Consumers are referred to In the Consumer protection (Distance selling) regulations 2000.

Paperstone is committed to providing our customers with the highest quality products and service. However, on rare occasions, products may be found to be faulty or defective. In such cases we offer the following returns policy.

Unless otherwise stated in the manufacturer’s documentation, all goods delivered to a UK mainland address carry a 12-month manufacturer’s warranty.

If you purchase goods in the course of your business, the following provisions of this Clause shall apply. Other than the express provisions set out in these terms and conditions, all other terms and the implied terms or warranties relating to the supply of goods are excluded to the fullest extent permitted by law. Goods are not tested or sold as being fit for any particular application or for use under specific conditions, unless expressly agreed in writing.

Subject to the right of Consumers to return goods for refund under The Consumer Protection (Distance Selling) Regulations 2000), Paperstone does not sell products on a trial basis. Customers are strongly advised to check suitability and specifications of products before ordering.

In the event that Paperstone, at its discretion (unless the Consumer Protection (Distance Selling) Regulations 2000 apply, agrees to accept the return for credit of unwanted products, the goods must be returned with Insight’s prior written agreement within 14 days of delivery. The goods must be unopened and in perfect re-saleable condition. All goods returned in these circumstances (except where the Consumer Protection (Distance Selling) Regulations 2000 apply will be subject to a handling fee of 15% of Paperstone’s sale price for the goods, or £20, whichever is the greater.

Subject to testing to verify any alleged fault, we will accept the return of defective goods for full refund or replacement at our option, if, but only if, the goods are returned within 14 days of delivery. Consumers who wish to return defective products are not obliged to follow the processes set out below, but are recommended to do so as this helps us to provide a more efficient returns service.