Refund policy
This policy applies to UK consumer purchases online or by telephone. It does not restrict your statutory rights. Updated 27 September 2026. New collection charges apply only where disclosed before purchase; existing customers' rights are not reduced retrospectively.
Business and contact details
PELUNO STONE ART is a trading name of PELUNO Ltd, registered in England and Wales, company number 16976939.
Email: pelunostoneart@gmail.com
Business and registered office: 10 Peel Street, Chorley, PR7 2EF, United Kingdom.
This is our correspondence address. We arrange collection of returns; please do not send or bring heavy goods to this address without agreeing arrangements with us first. This does not prevent you from notifying cancellation by post.
Cancelling a standard product order
For standard products purchased online or by telephone, you can cancel without giving a reason from placing your order until 14 days after the day you receive it. For an order delivered in separate parts, this period runs from receipt of the last item.
Where the law extends a deadline because its last day falls on a weekend or public holiday, we apply that extension.
Email pelunostoneart@gmail.com using a clear statement that you wish to cancel. Include your order number if available. You do not need our approval to exercise this right, and email is not the only legally valid way to notify cancellation. Contacting us promptly, ideally before preparation or dispatch, helps avoid unnecessary transport; it does not shorten your cancellation period.
Standard designs remain subject to these rights even if cast after ordering or produced in limited batches. Their weight does not remove cancellation rights. We do not offer an additional change-of-mind return period after the statutory period; fault-related rights remain unaffected.
Bespoke and personalised commissions
The statutory change-of-mind cancellation right does not apply where goods genuinely meet the legal exception for goods made to your specifications or clearly personalised. We will identify and explain any applicable exception before you order. Choosing from standard catalogue options does not automatically make an item exempt.
For exempt commissions, contact us immediately if you wish to cancel. Any discretionary cancellation arrangement will be confirmed in writing. We will not automatically retain all payments: any lawful charge must be fair, reflect our actual net loss and take account of costs saved and reasonable steps to reduce that loss. Your rights concerning faulty or misdescribed goods still apply.
Returning standard goods after cancellation
PELUNO will arrange collection of these heavy, fragile pieces. After notifying us of cancellation, please cooperate in agreeing a collection date and make the goods available with safe access. You do not need to post them back. Arranging collection is not an approval requirement or a reason to delay your cancellation notice.
For a change-of-mind return, the customer pays the following collection charge for the original delivery postcode zone. The charge covers collection of the returned items from that order together at the original delivery address; it is not a charge per item.
- Local Delivery: £49
- North / Mid: £69
- Central / Midlands: £99
- Wales Zone 1 (including English SY postcodes): £99
- Wales Zone 2: £149
- Scotland Central: £149
- South England (including NE, SR and TS postcodes): £149
- Mainland North: £199
These are return-collection charges, not an additional outward-delivery charge. They also apply to change-of-mind returns of orders that qualified for free outward delivery over £1,500. We do not retrospectively charge for that original free delivery.
The applicable collection charge must be clearly disclosed before purchase. For an address outside these zones or an agreed non-standard delivery arrangement, any applicable return-collection cost or reasonable maximum estimate must also be supplied before purchase. We will not impose a new collection surcharge after cancellation.
We will not impose undisclosed return charges. Where the required information was not provided, we bear the return costs as required by law. Fault-related returns are dealt with separately below.
Please protect the item for transport and keep its packaging where practical. Original packaging is not a condition of exercising statutory rights. You may inspect the item as you would in a shop. Where legally permitted, we may deduct an evidenced reduction in value caused by handling beyond what is necessary to establish its nature, characteristics and functioning. There is no automatic restocking or cancellation fee for exercising the statutory cooling-off right.
Refunds after a change-of-mind cancellation
For cancellation of the whole order, we refund the goods and the least expensive standard outward delivery option offered for that order. Extra charges for an upgraded delivery service need not be refunded.
Refunds use the original payment method, unless expressly agreed otherwise, without a refund fee. Because we offer collection, refunds are made without undue delay and within 14 days after we are informed of cancellation; we will not postpone that deadline simply because our collection is later. This deadline also applies where the goods have not been supplied. Any legally permitted deduction will be explained, with any payable collection charge identified separately.
Faults, damage and incorrect descriptions
Goods must match their description, be of satisfactory quality and be fit for purpose. You normally have a short-term right to reject qualifying faulty goods within 30 days of delivery. After that, repair or replacement and, where applicable, a price reduction or refund may be available. Your rights do not end after 14 or 30 days.
Please tell us promptly about a problem, giving your order details and photographs where possible. We may reasonably inspect the item, but photographs are not an absolute condition of a valid claim. For a valid statutory rejection, we bear reasonable return costs; required repairs or replacements are provided without cost to you. Refunds following statutory rejection are made within 14 days after we agree that you are entitled to them.
Please inspect on arrival and, where possible, report visible transport damage within 24 hours. This helps us investigate: signing for delivery, accepting the item or missing that request does not remove your rights. Repair or replacement is not your only remedy where the law entitles you to a refund.
Finish, care and access
Minor hand-cast variations and normal weathering are not necessarily faults where consistent with the description and reasonable quality expectations. This does not excuse structural defects, misleading descriptions or inadequate durability. Damage caused solely by misuse, accidental damage or unsuitable treatment is not a manufacturing fault; we assess the cause fairly.
Please check dimensions and weight, provide safe delivery/collection access and use an appropriate stable supporting surface. Tell us about restrictions in advance. We are not responsible for damage caused solely by your subsequent mishandling or unsuitable placement, but this does not exclude our responsibility for our own breach, negligence or other liability that cannot lawfully be excluded.
Optional cancellation form
Complete and return this form only if you wish to cancel the contract.
To: PELUNO Ltd, 10 Peel Street, Chorley, PR7 2EF, United Kingdom; pelunostoneart@gmail.com
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*]:
- Ordered on [*]/received on [*]:
- Name of consumer(s):
- Address of consumer(s):
- Signature of consumer(s) (only if this form is notified on paper):
- Date:
[*] Delete as appropriate.
You can use any other clear cancellation statement instead. Nothing in this policy restricts your statutory consumer rights.