Returns & Cancellations Policy

At ExecHomes&Co, many of our pieces are individually produced from natural marble, onyx, quartzite, travertine and other natural stones. Some products are made specifically to a customer's dimensions or individual specification, while others are supplied to our standard specifications.

This policy explains your rights to cancel an order or return a product.

Nothing in this policy affects your statutory consumer rights.

Bespoke, Made-to-Measure & Personalised Orders

Products that are made to your individual specifications, made to measure, personalised or otherwise specifically customised for you cannot normally be cancelled or returned for a change of mind once the order has been confirmed.

This includes, for example:

• Products manufactured to custom dimensions

• Bespoke basins, bathtubs, tables, vanity units, worktops or architectural stone pieces

• Products manufactured to drawings or specifications supplied or approved by the customer

• Products incorporating customer-requested modifications, configurations or finishes

• Other goods that have been clearly personalised or made specifically to the customer's individual requirements

Because these products are manufactured specifically for the individual customer, they cannot ordinarily be resold.

Customers should therefore carefully check all dimensions, stone selections, drawings, specifications and other details before approving a bespoke order.

Bespoke and made-to-measure orders are non-refundable and non-returnable for change of mind.

This restriction does not affect your statutory rights where goods are faulty, damaged, not as described or otherwise fail to conform to the contract.

Standard / Non-Bespoke Products

For eligible standard products purchased online by consumers, you may have the right to cancel your order without giving a reason.

For UK consumers, you must notify us that you wish to cancel within 14 days of receiving your goods.

After notifying us of your cancellation, the goods must be returned to us within 14 days, unless we have agreed to arrange collection.

Eligible EU consumers are also entitled to the applicable statutory withdrawal period provided under EU consumer law.

To request a return, please contact our Returns Department before returning any goods:

Email: returns@exechomesco.uk

Please include:

• Your full name

• Order number

• Product being returned

• Date the product was received

• Reason for the return

• Photographs of the product and packaging where appropriate

Our Returns Department will provide the appropriate return instructions.

Please do not send products back without first contacting our Returns Department.

Condition of Returned Products

Customers may inspect a product in the same way they reasonably would when viewing it before purchase.

Returned goods should be kept in good condition and, wherever reasonably possible, returned with their original protective packaging, accessories and documentation.

Customers are responsible for taking reasonable care of goods while they are in their possession.

Where handling of a product goes beyond what is reasonably necessary to establish its nature, characteristics and function, and this results in a reduction in its value, we reserve the right to make an appropriate deduction from the refund where permitted by law.

Products should not be installed, altered, drilled, cut, sealed, plumbed in or otherwise permanently modified if you intend to exercise a change-of-mind return.

Heavy, Oversized & Natural Stone Products

Many ExecHomes&Co products are exceptionally large and heavy and cannot be returned using normal postal or parcel services.

This may include:

• Solid marble and natural stone bathtubs

• Marble and stone dining tables

• Coffee tables and side tables

• Large stone basins and vanity units

• Stone worktops

• Architectural stone pieces

• Other oversized or palletised products

These products may require specialist freight transportation, pallets, protective crates, lifting equipment and appropriate handling.

Where an eligible non-bespoke product is being returned because the customer has changed their mind, the customer will normally be responsible for the direct cost of returning the product, where permitted by applicable consumer law and where they have been informed of this before purchase.

Because specialist transport costs vary according to the size and weight of the product, collection address, delivery location and access requirements, the applicable return cost or reasonable estimate will be communicated to the customer as required before purchase.

Where appropriate, ExecHomes&Co may arrange specialist collection on the customer's behalf. Any agreed collection or return cost for a change-of-mind return may be payable by the customer or deducted from the refund where legally permitted and where this has been communicated appropriately.

Customers must not arrange an unauthorised return of heavy or oversized products.

Please contact:

returns@exechomesco.uk

before arranging transportation.

Products must be safely protected and prepared for collection. Where the original specialist crate, pallet or protective packaging has been supplied, customers should retain it until they are satisfied that the product will not need to be returned.

ExecHomes&Co cannot accept responsibility for damage caused during an independently arranged return where the product has not been appropriately packed or transported.

Access & Collection Requirements

For large stone products, the customer is responsible for ensuring that reasonable access is available for an agreed collection.

This may include ensuring suitable access through:

• Doorways

• Corridors

• Staircases

• Lifts

• Driveways

• Loading areas

• Building entrances

Where specialist lifting equipment, additional personnel or other exceptional collection arrangements are required because of the location or installation of the product, additional costs may apply where legally permitted.

Products that have been permanently installed, plumbed in, cut, drilled, modified or incorporated into a property may not be suitable for a standard change-of-mind return.

This does not affect your statutory rights where goods are faulty or do not conform to the contract.

Faulty, Damaged or Incorrect Heavy Goods

Where a product is genuinely faulty, arrives damaged, has been incorrectly supplied or otherwise fails to conform to the contract, it will be dealt with separately from a change-of-mind return.

Where applicable, ExecHomes&Co will arrange or meet the reasonable cost of returning or collecting defective goods in accordance with the customer's statutory rights.

Please do not independently arrange specialist freight for a damaged or faulty product unless this has first been agreed with our Returns Department.

Damaged or Faulty Products

We take considerable care in the manufacture, inspection and quality control of our products.

If you believe your product has arrived damaged, is faulty or is materially different from what you ordered, please contact our Returns Department as soon as reasonably possible.

Email: returns@exechomesco.uk

Please provide your order number together with clear photographs showing:

• The complete product

• The affected or damaged area

• The packaging

• Any visible damage to crates, pallets or external packaging

• The shipping or product label where applicable

Please retain all packaging until the matter has been reviewed.

Where goods are confirmed to be faulty, damaged, incorrectly supplied or otherwise fail to conform to the contract, we will provide the appropriate remedy in accordance with applicable consumer law. This may include repair, replacement, price reduction or refund depending on the circumstances.

Refunds

Once an eligible returned product has been received and inspected, we will process the refund in accordance with applicable consumer law.

For eligible change-of-mind cancellations, refunds will normally include the price paid for the product together with the cost of our standard delivery service where required by law.

If you selected an enhanced, expedited or more expensive delivery service, any amount above the cost of our standard delivery service is not normally refundable.

Refunds will normally be made using the same method of payment used for the original transaction unless otherwise agreed.

Where permitted by law, we may withhold the refund until we have received the goods back or you have supplied evidence that the goods have been returned.

Natural Stone Characteristics

Marble, onyx, quartzite, travertine and other natural stones are naturally occurring materials.

Variations in colour, tone, veining, mineral deposits, pattern, texture, pores, small natural fissures and other geological characteristics are inherent features of natural stone.

No two slabs or blocks of natural stone are identical, and the appearance of a finished product will therefore vary from photographs, samples or previously manufactured pieces.

These natural characteristics contribute to the individual appearance of genuine stone and are not, by themselves, considered manufacturing defects.

This does not affect your statutory rights where a product is genuinely faulty, damaged or materially different from its description.

Cancelling an Order Before Delivery

If you wish to cancel a standard, non-bespoke order before it has been dispatched, please contact:

returns@exechomesco.uk

as soon as possible.

Where the order qualifies for statutory cancellation rights, we will process the cancellation accordingly.

For bespoke, made-to-measure or personalised products, change-of-mind cancellation rights may not apply once the order has been confirmed because the product is being manufactured specifically to your individual specification.

Business & Trade Orders

Statutory consumer cancellation rights generally apply to consumers rather than purchases made wholly or mainly for business purposes.

Orders placed by interior designers, architects, property developers, contractors, hospitality operators or other businesses in the course of their business are therefore subject to the agreed commercial terms of sale unless otherwise required by applicable law.

Bespoke and made-to-measure trade orders are non-cancellable and non-refundable once confirmed unless otherwise agreed by ExecHomes&Co in writing.

EU Customers

Eligible EU consumers generally have a 14-day right of withdrawal for online purchases. Certain products are exempt, including goods made to order or clearly personalised.

Where the customer is responsible for return costs, this must be communicated appropriately before purchase.

Mandatory consumer rights applicable in the customer's country remain unaffected.

International Customers

For customers outside the UK and European Union, return and cancellation rights may vary according to local consumer legislation.

Where mandatory consumer protection legislation applicable to an order provides rights that cannot legally be excluded, those rights will continue to apply.

Returns Department

For all cancellation, return, damage and product fault enquiries, please contact:

ExecHomes&Co Returns Department

Email: returns@exechomesco.uk

Please include your order number in all correspondence.

Last updated: August 2026