Last updated 28 September 2026

This policy summarises how cancellations, returns and refunds work. It forms part of our Terms of Sale, which take precedence if there is any difference. Nothing in this policy affects your statutory rights.

Made to order

Every Collection Noir piece is made by hand to the Specification you approve, including its design, dimensions, stone and finish. Once your order is confirmed, stone is purchased and cut for you and production time is reserved. For this reason made-to-order sales are final.

Your deposit

A deposit of 70% of the order value confirms your order. Your deposit is committed immediately to purchasing your stone and securing workshop time, and is non-refundable once your order is confirmed, except where we are unable to fulfil the order or where the law requires a refund.

If you cancel before we have purchased stone or scheduled production, we will refund your deposit less the costs we have reasonably incurred, which we will itemise for you.

Cancellation

Orders cannot be cancelled once confirmed, except where an event outside our control delays your piece by more than 12 weeks beyond the estimated date. In that case either of us may cancel, and we will refund the sums you have paid less the reasonable costs of materials and production already incurred.

Orders placed in our showroom do not carry a statutory right to cancel. Orders placed at a distance for pieces made to your Specification are excluded from the cancellation right under the Consumer Contracts Regulations 2013.

Returns

Made-to-order pieces cannot be returned or refunded for:

• change of mind;
• incorrect measurements;
• access restrictions at your property or building;
• the piece being unsuitable for your space;
• natural variation in stone, timber or metal, as described in our Terms of Sale.

Ex-display pieces are sold as seen. Their condition is described on your invoice and they cannot be returned for any reason covered by that description.

Delivery charges are non-refundable, except where we are refunding a faulty piece or the law requires otherwise.

Faulty or damaged pieces

Please inspect your piece on delivery and note any visible damage on the delivery note before the team leaves. Tell us of any damage within 48 hours of delivery at info@collectionnoir.com, with photographs of the piece and its packaging.

If a piece is faulty, we will inspect it and repair, replace or refund in line with your statutory rights. Natural variation, marks arising from use, and damage caused by not following our Care guidance are not faults.

Contact

For any question about an order, please contact us at info@collectionnoir.com.