Delivery & Returns Policy

Delivery Information

We use UPS and Viking Pallet Network for deliveries, depending on the plate size ordered. A breakdown of our delivery costs and carries is detailed below;

The delivery time is between 3-5 working days. If your order has not arrived within this timeframe, please contact us at sales@granitesurfaceplates.co.uk quoting your order number, which you will find in your confirmation email.

Returns Information

If you wish to return an item for any reason, don’t hesitate to contact us at sales@granitesurfaceplates.co.uk, stating your order number and the reason for the return. Full details of our returns policy can be found below.

In all instances, please ensure you have written agreement from Granite Surface Plates before returning an item. We will issue a returns form and a unique reference number that must be included with your return for it to be accepted. Failure to include a returns form will result in your return being rejected.

Restocking Fee

Please note that Crown Windley Ltd t/a Eley Surface Plates by Crown Windley reserves the right to charge a 20% restocking fee for all returned unwanted items. Crown Windley Ltd will confirm the restocking fee in writing, and this must be accepted before a return request is approved. The restocking fee will be deducted from the sum to be reimbursed.

Please also note that the restocking fee is in addition to the cost of returning the item to us. Further details on this can be found in the sections below.

Unwanted Items

You have the right to return any item purchased from us, providing you advise us within 14 calendar days of receiving the goods.

You are responsible for the costs of returning the goods to us, and you must do so within 14 calendar days of reporting your intention to return the items.

We advise you to obtain proof of postage as evidence that the goods were returned to us. We recommend using a signed-for delivery service, as this covers insurance should the package go missing.

The goods remain your responsibility until signed for at the return address. We accept no responsibility for product loss or damage caused while the goods are returned to us. It is the sender’s responsibility to ensure they arrive in good condition.

We will refund the cost of items returned to us after they have been checked and confirmed as meeting our return standards, as outlined below. All refunds will be processed within 14 calendar days.

To return an item to us as unwanted, it must be unused, unopened, and in its original packaging. If these criteria are not met, we will either return the item to you after obtaining payment for the cost of return postage or dispose of the item.

Faulty Items

If you believe a product you have ordered from us to be faulty, you have 30 days from the date of purchase to report this to us under the Consumer Rights Act. Please email us at sales@granitesurfaceplates.co.uk outlining the issue, and we will then provide instructions on how to return the goods to us.

We ask that you return the goods yourself. Once we receive them and confirm them as faulty, we will reimburse the cost of shipping. Proof of postage costs must be obtained to reimburse the correct amount.

We will confirm our preferred method of shipping the goods back to us, and we ask that you use this method or one of comparable cost. If you cannot do so, please email us at sales@granitesurfaceplates.co.uk to seek approval for an alternative method of your choice and confirm the costs.

If goods are returned using a non-approved method, we will not reimburse the cost of carriage.

Damaged Items

If you receive a damaged item, please inform us within three calendar days of receiving your goods. You can do this by emailing us at sales@granitesurfaceplates.co.uk.

We ask that you return the items to us. Once we receive them and confirm that they are damaged, we will reimburse the shipping cost. Proof of postage costs must be obtained so we can reimburse the correct amount.

A free-of-charge replacement product or a refund will be processed as appropriate.

We will confirm our preferred method of shipping the goods back to us, and we ask that you use this method or one at a comparable cost. If you cannot do so, please email us at sales@granitesurfaceplates.co.uk to seek approval for an alternative method of your choice and confirm the costs.

We will not reimburse the carriage cost if goods are returned using a non-approved method.

Incorrect Items

Should you receive an item different from the one ordered, please advise us by emailing sales@granitesurfaceplates.co.uk. Please provide details of the item received in error. We will then provide instructions on how to return the goods to us.

We ask that you return the items to us. Once we receive them and confirm that they are incorrect, we will reimburse the cost of shipping. Proof of postage costs must be obtained so we can reimburse the correct amount.

A free-of-charge replacement product or a refund will be processed as appropriate.

We will confirm our preferred method of shipping the goods back to us, and we ask that you use this method or one of comparable cost. If you are unable to do so, please email us at sales@granitesurfaceplates.co.uk to seek approval for an alternative method of your choice and confirm the costs.

We will not reimburse the carriage cost if goods are returned using a non-approved method.

Refunds

If we agree to a refund for any of the reasons outlined above, it will be processed within 14 calendar days.

The refund will be made using the same payment method used to pay for the goods. Once processed, the bank or payment provider may take up to 5 working days to clear the refund.