Returns & Refunds Policy
Porcelain World
Effective Date: 05/01/26
1. Your right to cancel (change of mind)
If you are a consumer and bought from us online or by phone, you have the right to cancel your order within 14 days without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
The cancellation period ends 14 days after the day you (or someone you nominate) receive the goods. If your order arrives in several deliveries, it ends 14 days after you receive the last one.
To cancel, tell us clearly by email at [email protected] or by phone on 02046 203289. Please include your name, order number and the items you want to cancel. You can use the model cancellation form below, but you don’t have to.
2. Returning cancelled goods
After telling us you are cancelling, you must return the goods (or make them available for collection) within 14 days.
Goods must be returned complete, unused, and in a condition that allows them to be resold, ideally in their original packaging or on their pallet.
Return costs: paving is delivered on pallets and cannot normally be returned by post. If you cancel, you are responsible for the cost of returning the goods. We can arrange collection for you and the cost will be quoted pre collection, which will be deducted from your refund. Alternatively, you can return the goods yourself to our showroom at Browns Garden Centre, Theobalds Park Road, Crews Hill, Enfield, EN2 9DG, by prior arrangement.
3. Your refund
We will refund you within 14 days of receiving the goods back, or of you providing evidence that you have sent them back, whichever is sooner. Your refund will include the price of the goods and the cost of our standard delivery to you. If you chose a more expensive delivery option, we only refund the cost of standard delivery.
We may reduce your refund if the goods have lost value because of handling beyond what was necessary to check them, for example if slabs have been laid, cut, sealed, chipped or stored outside unprotected.
Refunds are made to your original payment method.
4. Items that cannot be cancelled
The right to cancel does not apply to goods made to your specification or clearly personalised, including cut-to-size orders, bespoke sizes or finishes, and special orders not held in our standard range. This does not affect your rights if those goods are faulty.
5. Faulty, damaged or incorrect goods
Your rights under the Consumer Rights Act 2015 are not affected by this policy, and this includes sale items. If goods are faulty, not as described, or not fit for purpose:
- Within 30 days of delivery, you are entitled to a full refund.
- After 30 days, you are entitled to a repair or replacement. If that isn’t possible or doesn’t fix the problem, you are entitled to a refund or price reduction.
In these cases, we will cover the cost of collecting the goods.
Damage in transit: please check your delivery before signing for it. If you can, note any visible damage on the delivery note and let us know within 48 hours, with photos. This helps us resolve things quickly, but it does not affect your legal rights.
6. Natural variation
Porcelain and natural stone can vary in colour, shade, veining and texture between batches. Natural stone in particular is a natural product, and no two slabs are identical. This is not a fault. We recommend ordering a sample or visiting our showroom before ordering, and buying enough for your whole project in one order so that it all comes from the same batch.
7. Trade customers
Sections 1 to 3 apply to consumers only. Business and trade customers should contact us to discuss returns.
8. Contact us
Porcelain World
Browns Garden Centre, Theobalds Park Road, Crews Hill, Enfield, EN2 9DG
Phone: 02046 203289
Email: [email protected]
Model cancellation form
To: Porcelain World, Browns Garden Centre, Theobalds Park Road, Crews Hill, Enfield, EN2 9DG, [email protected]
I hereby give notice that I cancel my contract of sale of the following goods:
Ordered on / received on:
Name:
Address:
Order number:
Signature (if sent on paper):
Date:
