Terms and Conditions

1. About Us

1.1 Mo’s Stonex is a Limited company trading under the name of Mo’s Designs LTD, which is registered in England and Wales. Our company registration number is 12347986 and our registered office is Unit 5, 10 Beechen Grove, Watford, England, WD17 2AD. We cut, shape, finish and install stone to the customer’s specification. We may also supply standalone stone slabs upon request, subject to prior written agreement. For fabrication and installation orders, the material is supplied to us. It is then fabricated and installed by us.

2. Contacting Us

2.1 Contact details

You can contact us by telephoning 01923 223 859, emailing info@mosstonex.co.uk, or writing to:

Mo’s Stonex
3 Woodshots Meadow, Croxley Park,
Watford, WD18 8YS

2.2 How we contact you

If we need to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided in your quotation or order.

3. Definitions

3.1 “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.

4. Scope of These Terms

4.1 Scope

Please read these terms carefully before you place your order. They explain who we are, how we will provide the Products, how you and we may change or end the contract, what to do if there is a problem, and other important information. These terms apply to Products purchased from us online, in-store, by telephone, by email, through social media, at events, or through any other sales channel operated by us.

4.2 Terms and appointment guidance

The terms applying to your order, together with the relevant preparation guidance, will be made available before you commit to the order and pay the deposit. Please contact us before ordering if anything is unclear or you cannot access the documents. Please read the appointment guidance in full. You may wish to share it with your builder, kitchen fitter or designer. Later appointment guidance explains practical preparation requirements; changes to the agreed contract require agreement. The version of these terms agreed when your order is accepted applies to that order. Later website updates do not automatically change an existing contract.

5. Entire Agreement

5.1 These terms form the entire agreement between you and Mo’s Stonex for the sale and supply of products. By placing an order, whether by quotation, invoice, website, email, telephone, in person or otherwise, you agree to be legally bound by these terms. No variation to these terms will be valid unless agreed in writing by us.

6. Consumer and Business Customers

6.1 We primarily supply products for domestic and private use. If you purchase products wholly or mainly for your personal use, you are a consumer. If you purchase products for business, trade, commercial, interior design, resale or project purposes, you are a business customer. Some rights in these terms apply only to consumers.

7. Product Descriptions, Natural Variation and Samples

7.1 Our products include made-to-measure worktops and include fabrication, templating, installation services, and related items such as sinks, taps, sockets, appliances, splashbacks, upstands, wall cladding, and dining tables. Your worktop is designed based on your chosen material, edge profile, thickness, cut-outs, and other options, as well as confirmed dimensions.

7.2 Products and Services

We are experts at manufacturing, supplying, templating, and installing kitchen worktops. We provide fabrication and installation services personalised to your order.

7.3 Material / Slab

The stone, quartz, sintered or other surface, whether from About Stones, another supplier, or the customer.

7.4 Colour, Tone and Pattern

Because our products are made to order and may use natural or engineered materials, images and samples are illustrative only. Colour, tone, pattern, veining, and texture may vary, and minor dimensional tolerances can occur.

7.5 Samples and Displays

Natural markings, veining, fissures, and shade variation are inherent characteristics. We cannot guarantee an exact colour match to any sample, display, or online image.

7.6 Surface Finishes and Fabrication Finishes

Due to differences in manufacturing processes, surface patterns, veining and decorative effects may not continue through the full thickness of the material. Exposed edges, drainer grooves, cut-outs and other fabricated features may reveal the underlying body colour or structure, which may differ from the surface appearance.

Most Elorā and Sinterra designs have a printed surface. Veining may not continue through cut edges, grooves or the underside. Please ask us to confirm the appearance of your chosen material before ordering. Do not assume that the surface pattern continues through these areas unless we have confirmed this in writing. This does not affect any description or specification we have agreed with you or your statutory rights.

7.7 Veining

Where veining is present, it may not align seamlessly across separate pieces and will highlight joins. We cannot control its position on the slab. The cutting layout may need to follow a particular orientation to use the material responsibly, minimise waste and work within the material allowance included in your quotation. A specific vein layout, book-match or mirror-match is not guaranteed unless expressly agreed in writing in advance. A full vein, book or feature matching will need extra planning and material, which increases wastage and may lead to an increased price and lead time. We will only do this where agreed and quoted.

7.8 Material Properties

Engineered stone is not completely scratch-resistant, stain-resistant, or heat-resistant. Damage caused by scratches, staining, impact, or heat exposure is not considered a manufacturing fault, except where required by law.

7.9 Underside Finish

The underside of engineered stone is supplied with a smooth factory finish and is not polished to the same standard or sheen as the top surface.

7.10 Mirror Particles and Resin Fills

Some colours include mirror particles for a sparkle effect. These are randomly distributed and may not face the surface. Minor inclusions and resin fills within industry tolerances are not considered faults.

7.11 Fabrication

Fabrication is cut, shaped, edged, polished, prepared and finished in accordance with the consumer’s specification.

7.12 Overhang and Support

Large overhangs and waterfall panels may require support and may have a different underside finish. Any requirements will be confirmed during templating.

7.13 Weight and Accessibility

Some products are very heavy or fragile. You are responsible for checking that the product is suitable for your property, intended location, access route and floor surface. Large worktops may need to be made in separate pieces so they can be carried safely into the property and supported correctly by the cabinets. We will discuss any required joints during templating.

7.14 Templating

In order to produce the template, we need to undertake a measuring process on site to ensure the measurements are correct for installation.

7.15 Installation

Installation means fitting the fabricated product on site. Unless we agree a supply-only arrangement in writing, we deliver to install and do not deliver our products for anyone else to install.

7.16 Hob and Sink Rails

To maintain strength around a hob or sink cut-out, a material width of around 60mm is usually required. The required width depends on the material and layout and will be confirmed during templating.

7.17 Splashback and Wall Joints

Splashbacks, wall cladding, and hob walls may require joints for slab size, handling, or installation reasons. Joint positions are determined in line with best practice for safety, structural integrity, and overall appearance. Veining may not align across separate pieces.

7.18 Sign Off

Sign off is completed by written approval on the relevant form handed to the consumer after installation.

8. Orders and Contract Formation

8.1 Accepting your order

For online orders, our acceptance of your order takes place when we send you an order confirmation or dispatch confirmation, at which point a contract comes into existence. For made-to-order, bespoke or personalised products, our acceptance takes place when we confirm the order in writing and receive any required deposit or payment.

If we are unable to accept your order, we will inform you and will not charge you for the products you have ordered. This may be because the required materials are unavailable, due to unexpected limits on resources needed to fulfil your order, because we have identified an error in the price or description of the products, because we cannot meet a delivery deadline you have specified, or for other reasonable reasons. Orders are binding once accepted by us in accordance with these terms and, where applicable, once payment or any required deposit has been received.

8.2 Checking order details

You are responsible for checking all quotation, invoice, order and specification details before confirming your order, including product type, material, finish, quantity, measurements, delivery details and access requirements. You are responsible for ensuring that the products are suitable for your intended use, project, location, substrate, installation method and environment, unless we have expressly confirmed suitability in writing. We accept no liability for incorrect measurements, quantities, specifications or information supplied by you or by anyone acting on your behalf, except where we are legally responsible, unless the law requires otherwise.

9. In-Store Purchases

9.1 If you purchase a product in-store, you do not usually have a legal right to cancel or return it simply because you have changed your mind, unless we offer a discretionary returns policy or the product is faulty, misdescribed or otherwise does not meet your legal rights. Any discretionary in-store returns policy will be stated in-store, on your receipt or on our website. This does not affect your statutory rights.

10. Prices, Deposits and Payment

10.1 Prices

Prices are as shown on our website, in-store, in our quotation or in your order confirmation. Delivery charges, taxes, customs duties and other charges may be stated separately.

10.2 Deposit and payment

After ordering, a £300 deposit is required. Because products are cut to order, fabrication will not begin until the required payment is received. Full/final payment is due after template.

10.3 Additional charges

We may charge reasonable additional costs and expenses if you request changes to the order, scope, specification or timing, if additional work is required because of information supplied by you, or if delays are caused by you, your contractors, advisers, suppliers or other third parties. The appointment charges set out in section 12 are separate from the £300 order deposit and from cancellation of the whole order under section 15.

11. Materials and Suppliers

11.1 Our sister company About Stones is one of our main stone material suppliers. However, where a particular material is not available from About Stones, or another supplier may suit the project better, we will use a third-party stone supplier.

11.2 About Stones Ranges

Elorā: A mineral surface range. Important: this is not traditional quartz. It is a man-made mineral surface containing zero 0% silica. It is non-porous and low-maintenance. Sinterra: Sintered stone, ultra-compact range. Mineral particles fired under heat and pressure. Very hard-wearing, with high heat, scratch, stain and UV resistance. Suitable for demanding indoor and often outdoor use. Terra: Natural stone range, such as marble, granite and quartzite. Quarried, so each slab is unique. Natural veining, movement, fissures, pitting and shade variation may occur. Some materials are porous and need sealing.

11.3 Third-Party Stone Suppliers

Manufacturer characteristics, tolerances, availability, batch variation and any manufacturer warranties are theirs, not ours. Our responsibility is the fabrication and installation. Where we supply the product to a consumer, the use of a third-party supplier or manufacturer does not remove our obligations to that consumer under applicable law.

11.4 Customer-Supplied Material

If the customer supplies their own material or sources it themselves, we inspect it on receipt but are not responsible for its quality, suitability or fitness for purpose. The cost of replacement and extra work falls on the customer, subject to statutory rights.

12. Templating

12.1 Appointments and access

Following receipt of the deposit, we will confirm your template appointment in writing. Appointment dates are subject to availability and may need to be rescheduled due to factors outside of our control. Appointment emails provide a two-hour arrival window. Please allow additional time for the appointment itself. The nature of templating and installation work means that arrival times can vary. Delays may occur because of earlier appointments taking longer than expected, travel or weather conditions. Arrival windows are estimates rather than guaranteed start or completion times, unless we expressly agree otherwise in writing. We will keep you informed as soon as reasonably practicable if our team is delayed.

Keep access and unit tops clear. Tell us about parking, stairs, permits or other access restrictions at least 24 hours before the appointment. The customer, or an authorised representative with full decision-making authority, must be present during the templating appointment. If you need to change the date, please notify us as soon as possible and at least two working days before the appointment.

12.2 Kitchen and appliance readiness

It is also the customer’s responsibility to ensure that the kitchen is ready to template. This means that the base units must be fully fitted, level and secured in final positions. Existing worktops must be removed before our arrival. Mo’s Stonex does not remove or dispose of existing worktops. Your sink, hob and tap must be chosen and on site for templating, together with any accessories requiring holes or cut-outs. Final sink and tap models must also be confirmed in advance prior to the site visit.

Where a butler or Belfast sink is being installed, it must be fully fitted and secured in its final position before we attend to template. If the sink position has not been fixed or is moved after templating, a re-template may be required. The appointment charges below apply where relevant. You must inform us of your final sink and tap models before the template appointment. Failure to do so may result in delays or additional costs.

12.3 Design details and written changes

It is the customer’s responsibility to confirm all details relating to the worktop design during the templating appointment. All edging profiles, upstands, splashbacks, drainer grooves, sink and hob positions, overhangs, joint locations, and any other design requirements must be confirmed at the time of templating. Please identify every separate piece required, including pantry pieces, shelves, window cills and waterfall panels. Additional items discussed on site are included only once confirmed in writing by our office, with any additional price agreed. If you do not want drainer grooves, please ensure this is recorded during templating and confirmed by email to our office.

After templating, you must check final order details carefully. Minor adjustments may be possible with approval. Major changes, such as changing design options or edge profiles, may require a re-template. The appointment charges below apply where relevant. Any changes made to cabinets, walls, floors, appliances, sinks, or site conditions after templating may require a re-template and additional charges. Any special requests, bespoke requirements, or non-standard details must be clearly communicated to our team during templating and confirmed in writing by email to our office.

Any changes requested after the templating appointment must be confirmed by email within 24 hours. Verbal requests alone will not be accepted. Changes require our written acceptance and may affect the price or installation date. We cannot guarantee changes once fabrication has started. Please report any error as soon as you become aware of it. Where special requirements or changes are not confirmed in writing, Mo’s Stonex reserves the right to manufacture the worktops in accordance with the quotation, template information recorded by our technician, and our standard specifications. Do not move or alter cabinets, sinks, appliances, sockets or other measured areas after templating without contacting us.

12.4 Clearances and socket cut-outs

We do not recommend or advise on appliance selection. It is your responsibility to ensure sinks, hobs, taps and other appliances are compatible with the chosen worktop and installation requirements. Any specific clearances or tolerances we need to allow for, including gas hob requirements, must be raised with our team on site during templating and confirmed in writing to our office. Your chosen tap must have enough clearance for its handles to operate fully without touching the wall, upstand or splashback.

Socket positions and cut-out sizes must be finalised before templating. Socket cut-outs cannot be altered once templated. Please contact our office immediately if a change becomes necessary; replacement fabrication may require a separate quotation.

12.5 Appointment changes and further visits

Working days are Monday to Friday, excluding bank holidays in England. A charge of £180 + VAT (£216 including VAT) may apply to each appointment cancelled or rescheduled with less than two working days’ notice. A charge of £180 + VAT (£216 including VAT) may also apply where a visit cannot proceed because the site is not ready or access is unavailable. Re-templating or a return installation visit required because the measured layout or customer requirements have changed may be charged at £180 + VAT (£216 including VAT) per visit.

The fee applies separately to each affected appointment or additional visit. If appointments are cancelled or rescheduled late on more than one occasion, a separate fee may apply on each occasion. Charges will reflect the reasonable costs incurred, up to the stated amount for each affected appointment or additional visit. Visits required to correct our own faulty work are not charged. These appointment charges are separate from cancellation of the whole order, which is covered by section 15. If the template must be aborted because the kitchen is not ready, the appointment charges below apply where relevant.

13. Stock Availability and Lead Times

13.1 Availability

All orders are subject to availability. If a product becomes unavailable after an order has been placed, we will notify you as soon as reasonably practicable and discuss the available options, which may include an alternative product, a revised lead time, or cancellation of the order. For materials supplied by external brands, such as Dekton, availability and supplier delivery dates may affect our estimated installation timings. We will keep you updated and discuss revised arrangements if a delay occurs.

13.2 Estimated lead times

Any lead times or delivery dates provided during the ordering process are estimates only, unless we expressly agree otherwise in writing. We will use reasonable efforts to dispatch or make the products available within the estimated lead time. Where a delay occurs, we will notify you as soon as reasonably practicable and take reasonable steps to reduce its impact. This does not remove your legal rights where we fail to meet our contractual obligations.

14. Changes to Orders

14.1 Requesting a change

We reserve the right to accept or reject any request to change or cancel an order. If you wish to amend an order, you must notify us in writing as soon as possible at info@mosstonex.co.uk. However, we may not be able to guarantee the change to the order depending on the stage in the process. Do not assume that a requested change has been accepted until our office confirms it in writing, including any revised cost or timing.

15. Online Cancellation Rights and Returns

15.1 As our products are personalised and made to order, we are unable to offer refunds where a customer changes their mind. Once the order process has begun, costs and resources are incurred before fabrication and final sign-off, and these cannot usually be recovered, subject to your statutory rights. Under the Consumer Rights Act 2015, if a product is faulty, not as described, or unfit for purpose, consumers are entitled to a full refund, repair, or replacement. Products should be returned in suitable protective packaging and in a condition that allows us to resell them, subject to your right to inspect them.

We may reduce your refund if the product has been handled beyond what is necessary to inspect it, except where the law does not allow us to do so.

15.2 Cancelling Before Template

If you cancel at least 7 days before the template appointment, we will refund your deposit in full.

15.3 Cancelling After Template

If you cancel after templating but before confirming the order for manufacture, the £300 deposit will be retained to cover the reasonable costs of templating.

15.4 Cancelling After Fabrication Is Committed

If you cancel after you have confirmed the order for manufacture, you will remain liable for our reasonable losses, costs and expenses arising from the cancellation, including committed material costs, fabrication costs, supplier charges, labour and administrative costs. In some cases, this may amount to the full contract price where the products cannot reasonably be resold due to materials being ordered and labour and resources being allocated, except where cancellation rights apply under applicable consumer law.

15.5 Cancelling After Fabrication Is Complete

Your worktops are made to your confirmed measurements and specification. Once fabrication is complete, we do not accept cancellation or offer a refund simply because you change your mind or your project cannot proceed. If you nevertheless cancel, you remain responsible for our reasonable losses arising from the cancellation. These may amount to the full contract price where the bespoke worktops cannot reasonably be resold or reused. We will account for any costs saved or amounts recovered. This does not affect your statutory rights where products are faulty, incorrectly supplied or do not meet the agreed specification, or where we have failed to meet our contractual obligations.

Nothing in this section affects your statutory rights, including under the Consumer Rights Act 2015.

16. Faulty, Damaged or Misdescribed Products

16.1 If your product is faulty, damaged on arrival, misdescribed, or does not meet your legal rights, please contact us as soon as reasonably possible with your order number, a description of the issue and photographs where relevant. We will assess the issue and, where required by law, offer an appropriate remedy, which may include repair, replacement, re-performance of services, price reduction or refund. Natural variation, minor handmade differences, normal wear and tear, damage caused by misuse, unsuitable cleaning, impact, heat, staining substances, outdoor exposure where the product is not suitable for outdoor use, or failure to follow care instructions will not usually be treated as faults.

17. Delivery and Installation

17.1 For the purposes of delivery, handling, inspection and acceptance of products, “customer” also includes any representative acting on your behalf, including any contractor, installer, agent or nominee. Unless we agree a supply-only arrangement in writing, we deliver and install rather than deliver loose goods. You are responsible for any such third party, and any action taken by them, including accepting delivery or inspecting products, will be treated as action taken by you. Delivery options and charges will be shown at checkout, stated on the relevant product page, or confirmed in your order confirmation. Delivery dates are estimates unless we expressly agree otherwise in writing.

17.2 Delivery Costs

Where delivery and installation are included, the costs are included in your total price. Following templating, we will contact you to arrange a delivery date.

17.3 Delivery Dates

Dates are estimates only and subject to availability. If we need to change a date due to personnel availability or factors beyond our reasonable control, we will contact you to agree a new date. The arrival-window and delay information in section 12 also applies to installation appointments.

17.4 Your Responsibilities for Delivery and Installation

You must ensure somebody is present at the premises on the agreed date and that we can access the property. The premises must be prepared for installation. You must also ensure that the premises is a safe place to work and all the units are fitted level and secured. You or your authorised representative must be present throughout installation and available to inspect the work before our team leaves. Required brackets and supports must be installed before our team arrives. Existing worktops must already be removed; we do not remove or dispose of them.

The sinks, hobs, taps and appliances must be on site, and the electrics, plumbing and services must either be made safe or relocated prior to our arrival. Where material is large, heavy or fragile, it is also the customer’s responsibility to ensure that there is safe access to the property, such as parking and unloading. All electrical sockets, switches and services must be made safe or relocated prior to installation. We do not disconnect or reconnect plumbing, electrical or gas services. You must arrange for affected services to be disconnected and made safe before installation by the appropriate qualified trades.

The final connection of appliances by qualified trades is the consumer’s responsibility. Reconnection, testing and commissioning afterwards must also be arranged by you. Please follow the curing instructions given by our team before using the worktops or sink or arranging reconnections.

17.5 The Services

We will perform any services we agree to provide with reasonable care and skill. Nothing in these terms limits or excludes our liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of your statutory rights, or any other liability that cannot legally be limited or excluded.

17.6 If We Cannot Deliver

If no one is available to receive delivery, we will notify you and may charge reasonable storage and additional delivery or installation costs. If we cannot contact you or rearrange delivery despite reasonable efforts, we may end the contract.

17.7 If We Cannot Install

If we can deliver but cannot install due to a customer-related issue, we may charge reasonable additional costs incurred, including abortive visit and extra installation costs. If we cannot arrange an additional date for delivery and installation, then we reserve the right to end the contract.

17.8 Other Trades

Do not arrange other trades based solely on estimated dates. Please arrange plumbers, electricians and other follow-on trades after installation is complete and the advised curing period has passed, rather than for the same day or around our estimated arrival time. We are not responsible for additional attendance or cancellation charges arising solely because other trades have been booked around an estimated arrival time and our team experiences a reasonable scheduling delay. This does not exclude liability for costs we are legally responsible for, including those arising from our breach of contract or failure to use reasonable care and skill.

18. Sink Installation

18.1 Sink fitting

Mo’s Stonex will install and secure undermount sinks to the underside of the worktop using appropriate adhesives and sealants. Mo’s Stonex does not carry out any plumbing, pipework, waste connections, tap installation, or water connections.

18.2 Cabinet readiness

Sink cabinets and surrounding units must be suitable for the chosen sink and worktop before installation. Any cabinet modifications required to accommodate the sink must be completed before our installation team arrives. Mo’s Stonex does not carry out carpentry, joinery, or cabinet alteration works.

18.3 Independent support

Your kitchen fitter or plumber must arrange suitable independent sink support in accordance with the sink manufacturer’s requirements.

18.4 Unprepared cabinetry and return visits

If cabinetry alterations are required to allow the sink to be fitted, Mo’s Stonex reserves the right to refuse installation of the sink. Where a return visit is required to fit the sink due to unsuitable or unprepared cabinetry, the appointment charges in section 12 may apply.

19. Large, Heavy or Fragile Item Delivery

19.1 Some products are heavy, fragile or require specialist handling. You are responsible for ensuring that the product can be delivered safely to the delivery address, including checking doorways, staircases, lifts, corridors, parking, loading areas, floor strength and room dimensions.

20. Store Collection

20.1 Collection is only permitted where we expressly agree this in writing. Where collection is agreed, we may require a limited installation or fitting service to ensure the product is safely installed. When collecting your order, you or your nominated representative may be required to provide: * A printed or digital copy of the “Ready for Collection” email, or the order confirmation number * Valid photographic identification, such as a passport or driving licence * The payment card used to purchase the products, if requested by store staff We reserve the right to withhold the goods if these security and identification requirements are not met.

21. Customer Sign Off, Risk and Ownership

21.1 Risk in the product passes to you on completion of installation. On completion, the customer or representative inspects and signs a completion/sign-off form confirming acceptable condition, subject to anything noted at the time. Sign-off confirms acceptance of inherent characteristics, including natural variation, veining, joints, tolerances and silicone finishing within the stated standards. This does not exclude responsibility for faults that could not reasonably be seen at installation and does not affect statutory rights. Consumers: risk passes when goods come into the consumer’s physical possession, or someone they nominate receives them. Business customers: risk may pass on delivery, collection, attempted delivery, or readiness notice, depending on the agreed terms.

By signing the delivery note, also known as Proof of Delivery, the customer confirms that the goods have been received in acceptable condition. This does not affect your statutory rights, including in relation to faults or damage that could not reasonably have been identified on delivery. We may not be able to accept responsibility for obvious visible damage, shortages or issues that should reasonably have been noted at delivery, unless the law requires otherwise. Ownership of the product passes to you once we have received payment in full for it. Mo’s Stonex operates a two-stage sign-off process.

21.2 Stage 1 – Material Sign-Off by Mo’s Stonex Before Fabrication

Before fabrication begins, we inspect and sign off each slab upon receipt. If a slab is faulty, damaged, cracked, or otherwise below the required standard, we will reject it and request a replacement from the supplier. Any replacement or alternative material may extend the estimated lead time. We will notify you promptly if replacement or alternative material affects the estimated lead time and discuss revised arrangements. This does not remove your legal rights where we fail to meet our contractual obligations.

21.3 Stage 2 – Customer Sign-Off on Completion of Installation

Once installation is complete, the customer, or their authorised representative, must inspect the completed work and sign a completion/sign-off form confirming that the product has been received and installed in acceptable condition, subject to any issues noted on the form at the time. Sign-off confirms acceptance of inherent material and installation characteristics within the stated standards, including natural variation, veining, joints, tolerances, and silicone finishing. However, sign-off does not exclude our responsibility for faults that could not reasonably have been identified at the time of installation and does not affect your statutory rights.

22. Inspection and Claims

22.1 Inspection and reporting

All products must be inspected at the time of delivery or collection and before cutting, fabrication, installation or use. By signing the delivery note or proof of delivery, you or anyone accepting delivery on your behalf confirms that the products have been received in acceptable condition, except for any damage, shortage or issue clearly noted on the delivery paperwork at the time of delivery. Any visible damage, shortage or issue must be clearly recorded on the delivery note at the time of delivery and reported to us in writing as soon as reasonably possible, with photographs where relevant.

Any concealed damage or issue should be reported to us in writing within 48 hours of delivery, supported by photographic evidence where relevant. Claims may not be accepted where products have been cut, fabricated, installed, altered, used or handled in a way that prevents us from assessing the issue, unless the law requires otherwise. Where a genuine fault is established, our remedies will be repair, replacement, re-performance, price reduction or refund, as required by applicable law. Where products are supplied for installation, fitting, alteration or further processing, they must be inspected before any installation, alteration, use or processing takes place.

22.2 Consumer customers

For consumer customers, we ask that you notify us as soon as reasonably possible, ideally within 48 hours, so we can investigate. This does not affect your statutory rights.

22.3 Business customers

For business customers, visible defects, damage, shortages or discrepancies must be notified in writing within 48 hours of delivery. For business customers only, failure to notify within that period constitutes acceptance of the products, except for latent defects that could not reasonably have been discovered on inspection.

23. Tolerances, Gaps and Joints

23.1 Walls, Units and Floors

Walls, units and floors are rarely perfectly straight, level or plumb. Small gaps where worktop, upstand or splashback meet a wall are normal and reasonable. Correcting or straightening uneven walls is your builder’s responsibility. Small clearances around notches and projections may be needed to manoeuvre the stone safely into position. Such gaps are sealed with colour-matched silicone, which is a flexible, consumable finish that may need periodic renewal. Renewal is not a fault. Gaps between worktop and upstand, splashback and worktop, and around sinks and hobs are finished with silicone, not rigid contact.

23.2 Larger Gaps

Larger gaps may require caulk filler, which we do not do. Caulking or filling of larger gaps must be carried out by the customer’s builder or decorator. This is not our responsibility. Decorative caulking, filling, painting and making good, including the decorative upstand-to-wall finish, are your builder’s or decorator’s responsibility. This is separate from the worktop and sink sealing included in our order. Stone pieces are heavy and may need manoeuvring in confined spaces. Minor paint scuffs can occur, so we recommend arranging decorating after installation.

23.3 Sink Support

Suitable independent sink support must be arranged by your kitchen fitter or plumber in accordance with the sink manufacturer’s requirements. Providing and fitting this support is your responsibility to arrange. Our sink fitting service is described in section 18.

23.4 Scribing Tolerance

We work to reasonable industry tolerances. A perfectly gap-free fit to an uneven wall is not achievable or promised.

23.5 Joints

Joints may be required for slab size, handling, access, certain corners, islands and safe installation. Joint positions are decided by us in line with best practice, considering safety, structural integrity and appearance. Joints are visible by nature and finished with colour-matched adhesive. An invisible joint is not achievable. Veining or pattern may not align across a joint.

23.6 Overhangs, Breakfast Bars and Waterfalls

Overhangs, breakfast bars and waterfalls may need support or substructure, which is the customer’s responsibility unless agreed otherwise. They may also have a different underside finish. These details will be confirmed at templating. Your builder or contractor is responsible for selecting, sourcing and installing suitable brackets and fixings before our installation visit. We can discuss support quantities and dimensions for the stone layout. We do not provide bracket product links, fixing instructions or structural approval. Your builder or contractor must confirm that the wall and fixings can support the stone and its intended use. This is particularly important for plasterboard walls, which may require reinforcement.

23.7 Minimum Material Width Around Hob or Sink

A material width of around 60mm is usually required around a hob or sink for strength and may affect cut-out positions. The required width depends on the material and layout and will be confirmed during templating.

24. Care and Maintenance

24.1 Care and maintenance instructions for our products are available on our website. These guidelines must be followed to preserve appearance and performance. We will not accept responsibility for damage caused by failure to follow care guidance, except where required by law.

24.2 Heat and Burns

Do not place hot pans, trays or appliances directly on the surface. Use trivets. Thermal shock can crack stone, engineered stone or sintered surfaces. Heat can scorch, discolour or burn the surface. Burns and heat damage are not faults.

24.3 Scratches

Do not cut directly on the surface. Use a chopping board. No surface is scratch-proof.

24.4 Staining and Spills

Wipe spills promptly, including oils, wine, coffee, citrus and dyes. Natural stone is more vulnerable to staining and etching.

24.5 Sealing

Porous natural stone needs periodic sealing in line with manufacturer guidance.

24.6 Chemicals and Cleaners

Use a pH-neutral cleaner suitable for the material. Avoid abrasives, bleach, descalers, harsh or acidic chemicals.

24.7 Loading

Do not sit, stand or place excessive weight on worktops, overhangs or unsupported areas.

24.8 Silicone

Silicone is a consumable finish that may need periodic renewal.

25. Photography of Completed Work

25.1 We may photograph or video the installation after completion and use the photography or videography for our portfolio, website, social media, advertising, and other marketing. Images are limited to the product and work area. There will be no deliberate inclusion of people, identifying possessions, or anything identifying the customer’s personal or sensitive information. The customer can tell us in writing prior to the installation if they do not want any images or videos to be used.

26. Our Rights to End a Contract

26.1 We may end the contract by contacting you if you do not make payment when due and still do not pay within 14 working days of our reminder, or if you do not allow us access within a reasonable time to carry out templating, delivery, or installation.

26.2 Refunds and Deductions When We End the Contract

If we end the contract, we will refund any money paid in advance for products not provided. However, we may deduct or charge a reasonable amount to cover costs already incurred, including templating costs, failed visits, storage, production labour, materials, and other costs resulting from your breach.

26.3 Termination Following a Template

If, after templating, we reasonably conclude we are unable to supply a suitable product for installation at your premises that meets your requirements, we may cancel the contract and retain the deposit to reflect reasonable costs incurred.

27. Warranties

27.1 Our Warranties

Some products may be supplied with a manufacturer’s warranty or a product-specific warranty. The warranty period and terms will be stated on the relevant product page, order confirmation, care guide or warranty document. Any warranty is in addition to, and does not affect, your statutory rights. Mo’s Stonex worktops and fabrication/installation services are covered by a 5-year installation warranty, subject to the warranty terms and care guidance.

27.2 Sinks, Taps, Appliances and Accessories

Sinks, taps, appliances, and accessories are covered by the relevant manufacturer’s warranty. We can assist you in locating this information.

27.3 Third-Party Warranties

Some products may be supplied with a third-party or manufacturer’s warranty. Any such warranty is provided by the relevant manufacturer or supplier and is in addition to your statutory rights.

27.4 Remedies

Where a genuine fault is established, we may repair or replace the product, re-perform services, or provide an appropriate refund, in accordance with applicable law.

27.5 Care Guidance

Care and maintenance instructions for our products are available on our website. These guidelines must be followed to preserve appearance and performance. We will not accept responsibility for damage caused by failure to follow care guidance, except where required by law.

28. Liability

28.1 Nothing in this section limits or excludes liability that cannot legally be limited or excluded.

28.2 Foreseeable Loss and Damage

If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our failure to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable.

28.3 We Do Not Exclude Liability Where Unlawful

Nothing in these terms limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or breach of your statutory rights.

28.4 Damage to Property

If we provide services at your property, we will make good damage caused by our failure to use reasonable care and skill. This does not include the decorative finishing described in section 23 where it is not caused by such a failure. We are not responsible for pre-existing faults or damage we discover while providing services.

28.5 Business Losses

We supply products to both consumers and business customers. If you use products for business, commercial, trade, resale, fabrication, construction or project purposes, we will not be liable for business losses.

28.6 Stress, Distress and Inconvenience

We are not responsible for inconvenience or disruption caused by events outside our reasonable control, customer-related delays, access issues or changes to estimated delivery dates, except where we are legally responsible. The Company shall not be liable for project delay costs, labour costs, contractor costs, removal costs, reinstallation costs, accommodation costs or similar consequential project expenses.

29. Business

29.1 If you buy products for business, trade, commercial, interior design, resale or project purposes, you are responsible for ensuring that the products are suitable for your intended use and project requirements. Consumer cancellation rights do not apply to business customers. We will not be liable to business customers for loss of profit, loss of business, loss of goodwill, loss of opportunity, project delay, or indirect or consequential loss. For business customers only, and subject to the section headed Liability, our total liability will not exceed the price paid for the products giving rise to the claim.

30. Events Outside Our Control

30.1 We will not be liable or responsible for any failure or delay in performing our obligations under these terms where that failure or delay is caused by events outside our reasonable control. This includes, but is not limited to, delays or disruption caused by acts of God, fire, flood, storm, extreme weather, war, terrorism, civil unrest, strikes or labour disputes, supply chain disruption, transport delays, shortages of materials, utility failures, epidemics, pandemics, government action, changes in law, or any other event beyond our reasonable control.

31. Complaints

31.1 If you have a complaint, please contact us using the details in section 2 with your order number, photographs where relevant and a description of the issue. We will review your complaint and respond within a reasonable time.

32. Data Protection

32.1 We will use your personal information to process your order, deliver products, provide customer service, manage payments and comply with our legal obligations. More information about how we use personal information is set out in our Privacy Policy.

33. Governing Law and Jurisdiction

33.1 These terms are governed by English law. You can bring legal proceedings in the English courts. If you reside in Scotland or Northern Ireland, you may also bring proceedings in your local courts.