Terms & Conditions

1. THESE TERMS

1.1 Scope of These Terms: These terms and conditions govern the supply of custom-made worktops ordered through our website, www.mosstonex.co.uk, including any related delivery and installation services, collectively referred to as “Products."

1.2. Importance of Reading These Terms: Please read these terms carefully before placing your order. They explain who we are, how we will provide the Products to you, and how both you and we can modify or terminate the contract.

2. ABOUT US AND HOW TO CONTACT US

2.1 Who We Are

Mo’s StoneX is a Limited company trading under the name of….. which is registered in England and Wales. Our company registration number is…. and our registered office is….

How to contact us

You can contact us by telephone at 01923 223 859, by emailing us at info@mosstonex.co.uk or by writing to us at Mo’s StoneX, Unit 5, 10 Beechen Grove, Watford, WD17 2AD.

2.3 How we may contact you.

If we need to get in touch with you, we will contact you by phone or by sending an email or letter to the address you provided in your quote or order.

2.4 Writingincludes emails.

When we refer to "writing" or "written" in these terms, it includes emails.

3. OUR CONTRACT WITH YOU

3.1 How we will accept your order.

We will accept your order once we receive a deposit of £300, at which point a contract will be established between you and us.

3.2 If we cannot accept your order.

If we cannot accept your order, we will notify you and will not charge you for the Products. This may be due to the unavailability or out-of-stock status of the worktops or necessary materials, or unexpected limits on resources needed to fulfil your order. It may also be because we have identified an error in the price or description of the Product you have ordered, an inability to meet your specified delivery deadline or other reasons.

3.3 Your order number.

Once your order is accepted, we will assign an order number. Please retain this number, as you will need it whenever you contact us regarding your order.

4. OUR PRODUCTS

4.1 What our Products include:

4.2 Tailoring your order: You can personalise your countertops by selecting your preferred materials, edge types, and dimensions.

4.3 Our Products are custom-made:

Our countertops are individually crafted to order and are made from natural materials. Images of countertop components and materials on our website serve as illustrations. While we strive for accurate representation, variations in colour and texture may occur, ensuring each countertop is unique. Due to the bespoke nature of our products, slight discrepancies in sizes, weights, capacities, dimensions, and measurements may exist between what is displayed on our website or stated in your order and the final product.

4.4 Our Product vs Sample:

Natural variations in colour are inherent characteristics of the materials we use. Therefore, we cannot guarantee that the colour will match any sample provided, nor can we ensure freedom from natural markings, veining, or fissures on your countertop.

4.5 Delivery and Installation Services:

Our standard order includes a template, delivery, and installation service, which is included in the price quoted by our sales team. On rare occasions, an order may be completed as delivery or collection only. If you do not require our template and installation services and prefer delivery only, please inform our sales team, and they will adjust your quote accordingly. If you choose the delivery-only option:

4.5.1: We will begin production of your worktop once we receive your order and payment based on the information you provided.

4.5.2: We will not conduct a template before manufacturing your worktop.

4.5.3: We rely on the measurements, plans, specifications, choices, and other details you provide. It is your responsibility to ensure all information is accurate and that the worktop you chose is suitable for installation at your site.

4.5.4: You are solely responsible for arranging the proper installation of the worktop we deliver.

4.5.5: We will not provide refunds, replacements, or accept returns of the worktop supplied according to the measurements, plans, specifications, choices, and other details you provided unless the worktop is faulty. 4.5.6: Mo's StoneX 25-Year Material Warranty does not apply to worktops not installed by us or on our behalf.

If you choose the collection-only option, please inform our sales team, and we will not charge you for delivery. We will not be liable for any damage to the product after collection.

4.6 Precise measurements of the countertop: We provide a quotation based on the measurements and specifications you provide. The final price is subject to confirmation following the template or site survey, which may adjust the total based on exact measurements and any changes made during the process.

4.7 Validity of the Quotation: Any quotation associated with a promotional offer remains valid until the offer's expiry date, as indicated on the quotation document.

4.8. Sourcing and stock availability: Global supply chain disruptions may affect the procurement and delivery of our raw materials. We strive to minimise impacts on customer orders. In cases of delays, we may offer an alternative colour closest to your original choice. Alternatively, you may opt to wait for the arrival of your chosen material or select another option, with prices confirmed upon request.

5 YOUR RIGHT TO MAKE CHANGES

5.1 amend your order: After submitting your order, you can request changes that are necessary due to the findings of the template conducted before production begins, or changes requested before or during the template process. Once you have confirmed the final details of your order post-template, your worktop will enter production, and no further changes can be accommodated thereafter.

5.2. How to request amendments to your order: If you wish to modify your ordered Product, please contact us. We will inform you of the feasibility of the change. If it is possible, we will discuss any resulting adjustments to the price, delivery schedule, or other relevant factors arising from your requested amendment, and seek your confirmation to proceed with the change.

6 OUR RIGHT TO MAKE CHANGES

6.1. Minor adjustments to the Products: We reserve the right to make minor adjustments to the Products you have ordered:

6.1.1. to reflect findings from the template, such as slight modifications to originally specified dimensions.

6.1.2. to comply with changes in applicable laws or regulatory requirements.

6.1.3. to implement minor technical refinements and enhancements to any Product.

6.2. Significant changes to the Products: In cases where more substantial alterations are necessary due to template findings, we will notify you. You will then have the opportunity to confirm whether you wish to proceed with the revised Product order.

7 IF YOU CHANGE YOUR MIND ABOUT AN ORDER

7.1. Cancelling your order before the template: If you decide to cancel your order at least 7 days before the template appointment, we will refund your deposit in full.

7.2. Cancelling your order after the template is done: If you decide not to proceed with your order after the template appointment but before confirming your order, we will cancel the order. However, you will still be responsible for the template fees, which is a £300 deposit. However, if your cancellation was made after you confirmed the order, you are responsible for the full value of the order due to the purchase of materials and allocation of labour and resources for the template, fabrication, delivery, and installation of your product.

7.3. How to cancel your contract if you change your mind: To cancel your contract with us as outlined above, please contact us as soon as possible by calling 01923 223 859 or emailing info@mosstonex.co.uk. Provide your name, home address, order details, phone number, and email address.

7.4. Cancelling accessories and appliances: Return policies for ancillary products (such as sinks, taps, and sockets) and appliances (such as cooktops, waste disposals, and lighting) are determined by the supplier. In some cases, a restocking fee may apply, which must be covered by the customer. Customers are responsible for inspecting items upon receipt and ensuring any returns are not damaged in transit.

8 MATERIAL: QUARTZ

8.1 Colour, Tone and Patterns: Mo's StoneX Quartz offers a more consistent appearance compared to natural stones like granite and marble. However, note that Mo's StoneX Quartz slabs are manufactured in batches, which can result in slight variances in colour, tone, pattern, and particle distribution.

8.2 Samples of our Quartz: Samples, swatches, and displays are indicative of appearance only and not an exact match.

8.3 Composition: Mo's StoneX Quartz is a full-bodied material, meaning any colours, patterns, or veining run through the entire thickness of the slab.

8.3.1 Veining: Mo's StoneX Quartz Marble Collection features veining, where slabs have natural-looking veins running through the material. As with natural marble, this veining may not continue seamlessly across separate worktop pieces and will highlight any joins. We will use our expertise to ensure this natural effect looks as harmonious as possible.

8.3.2 Surface finishes: All Mo's StoneX Quartz colours come in a polished (high gloss) finish, except for certain Industrial Collection colours with a textured finish. Fabrication finishes, such as edge profiles, shaping, smooth undersides, polished cutouts, and grooves, will be matched as closely as possible to the surface finish. However, they may appear slightly duller or shinier depending on the colour and finish. Small spots, air holes, and faint patches can occur naturally and are considered part of the unique beauty of organic materials within industry conformity standards.

8.3.3 Mirror Particles: Some Mo's StoneX Quartz colours include mirror particles for a natural sparkle effect. These particles are distributed randomly and do not always face the surface. Small red spots (less than 1.5mm in diameter) are not considered a fault. Resin is used to fill any small holes where mirror particles may have detached during fabrication.

8.3.4. Overhangs: For large breakfast bar or island overhangs and waterfall end panels, a smooth underside option can be specified in your design customisation. These will not have the same finish as the surface polish or texture. Mo's StoneX Quartz 20/40-100mm overhangs and waterfall end panels undersides will have an MDF finish unless requested as solid material.

8.3.5. Weight and Accessibility: Mo’s StoneX Quartz is heavy, weighing approximately 75kg/m² for 30mm thickness and 50kg/m² for 20mm thickness. Worktop sizes depend on access to your kitchen and unit support.

8.3.6. Joins: Mo's StoneX Quartz worktop pieces longer than 3200mm or wider than 1600mm will require a join unless specified otherwise. If Mo's StoneX handles the installation, joins will be fitted to professional standards using colour-matching glues and will be approximately 2-3mm wide. Joins in Mo's StoneX Quartz will be visible. The exact positions of joins and other design customisations, such as sink cutouts, will be confirmed during the Template and Site Survey.

8.3.7 Hob and Sink Rails: To maintain the strength of the worktop around a hob or sink cutout, a minimum material width of 60mm is required.

9 PRICE AND PAYMENT

9.1. Finding the Price for the Products: The price of the products (which includes VAT) will be indicated on the order confirmation when you place your order. We take reasonable care to ensure the price is correct. However, despite our best efforts, there may be instances where the products are incorrectly priced.

9.2. What Happens If the Price Is Wrong: Despite our best efforts, some products may be incorrectly priced. We usually verify prices before accepting your order. If the correct price at your order date is lower than the stated price, we will charge the lower amount. If the correct price is higher, we will contact you for instructions before accepting your order. If we process your order with an obvious and unmistakable pricing error that could reasonably have been recognised by you as incorrect, we may end the contract, refund any sums paid, and require the return of any products provided.

9.3. Payment for Kitchen Worktops: To proceed with your order, we require a £300 deposit to secure the template appointment. This deposit reflects our reasonable costs in planning and undertaking the template. After completing the template, you will receive further confirmation of your order, including any modifications arising from the template, and you will be asked to pay the remaining balance to proceed with fabrication and book an installation appointment. Payment can be made by bank transfer, over the phone to our sales team, or with all major debit and credit cards. You may also apply for any applicable consumer finance products we offer.

9.4. Payment for Sinks, Taps, Hobs, and Accessories: Payment for sinks, taps, hobs, and accessories is required in advance of delivery and before your requested template date. We will notify you of the payment dates to ensure delivery before the template date. Payment can be made by bank transfer, over the phone to our sales team, or with all major debit and credit cards. You may also apply for any applicable consumer finance products we offer.

9.5 Suspension Due to Non-Payment: If you do not pay us for the products when due (see clause 13.3) and still fail to make payment within 14 days of our reminder, we may suspend supply until you pay the outstanding amounts. We will notify you of the suspension.

10 TEMPLATING YOUR WORKTOP

10.1. Booking Your Template Date: After you approve the quotation and pay the deposit, you will be asked to book a template date through our online Customer Portal. We will strive to accommodate your preferred date, but appointments are subject to availability and cannot be guaranteed. Occasionally, we may need to reschedule due to the unavailability of our template teams or unforeseen factors. If we need to change your template date, we will contact you to arrange a new one.

10.2. Confirming or Changing Your Template Appointment: Once your template appointment is booked, we will confirm the details in writing. If you need to reschedule, please notify us as soon as possible, and at least 2 working days before your appointment. Failure to do so will incur a £180.00 rebooking fee.

10.3. Cancelling Your Template: If you wish to cancel your order, please refer to section 10.1 for details.

10.4. After the Template: Following the template, we will provide a final price reflecting any additions or findings from the template. Please review the details carefully for accuracy. Minor changes may be possible at this stage with approval. Major changes, such as altering Design Options or Edge Profiles, will require a re-template at £300.00. At this point, the remaining balance of your order will be due. If you choose not to proceed, please refer to Section 10.2.

10.5: Estimated timing for Template: We will provide you with a notification two days in advance of the templating appointment.

10.6. Aborting the Template: If your template must be aborted because the kitchen is not ready, a £180.00 fee will be charged. Similarly, if the template is aborted due to old worktops not being removed, a £180.00 fee will apply.

11 PROVIDING THE PRODUCT

11.1. Delivery and Installation: We will both deliver and install your worktop, and the costs for these services are included in the total price provided when you place your order. After your template is completed, we will contact you to arrange a delivery and installation date. If you do not require our installation services, you will be responsible for installing your worktop.

11.2. Delivery Date: We will do our best to accommodate your preferred delivery and installation date. However, these dates are subject to availability. Occasionally, we may need to change delivery and installation dates due to personnel availability or factors beyond our control. If a change is necessary, we will contact you to arrange a new date. We will not be liable for delays caused by events beyond our reasonable control.

11.3. Your Responsibilities for Delivery and Installation: You must ensure someone is available at your premises on the agreed date and that we can access the property for delivery and installation. The premises must be prepared for the installation of your worktop. We will notify you of the template and installation guidelines when we book your template appointment.

11.4. If We Are Unable to Deliver Your Worktop: If no one is available at your address to receive the worktop, we will notify you on how to rearrange delivery and installation. If you do not rearrange delivery, we will contact you for further instructions and may charge you for storage and any additional delivery and installation costs. If we cannot contact you or rearrange delivery, we may end the contract, and clause 12 will apply.

11.5. If We Are Unable to Install Your Worktop: If we can deliver your worktop but are unable to install it due to an issue on your part, we may charge you for any additional costs incurred.

11.6. Reasons We May Suspend Product Supply:

We may suspend the supply of a product to:

11.6.1: Deal with technical problems or make minor technical changes.

11.6.2: Update the product to reflect changes in relevant laws and regulatory requirements.

11.6.3: Make changes to the product as requested by you or as notified by us (see clause 5).

11.7. Your Rights if We Suspend Product Supply: We will contact you in advance if we need to suspend the supply of a product unless the issue is urgent or an emergency. You may end the contract for a product if we suspend it for more than one month and will refund any sums you have paid in advance for the period after you end the contract.

11.8. Responsibility for Other Trade Service Costs: Do not arrange other trade services based on dates provided by Mo's StoneX. Only arrange other trades after the satisfactory completion of your order. We cannot cover costs for cancelled visits from other trades due to delays.

12 YOUR RIGHT IF THERE IS A PROBLEM WITH THE PRODUCT

12.1. Summary of Your Legal Rights: We are legally obligated to supply products that conform to this contract. For detailed information about your key legal rights, please visit the Citizens Advice website at www.adviceguide.org.uk or call 03454 04 05 06.

12.2. Faulty Products: If the products you purchased are faulty, you may have the legal right to end the contract, request a repair or replacement, or receive a partial or full refund.

12.3. Reporting Problems: If you have any questions or complaints about the product, please contact us at 01923 223 859 or email us at info@mosstonex.co.uk. Be sure to provide your name, home address, order details, and, if available, your phone number and email address.

12.4. Your Obligation to Return Rejected Products: If you wish to exercise your legal rights to reject products, we may ask you to return the products to us or arrange for us to collect them. We will discuss the appropriate steps with you when you notify us of an issue.

13 OUR RESPONSIBILITY FOR LOSS OR DAMAGE

13.1. Our Responsibility for Foreseeable Loss and Damage: We are liable for any loss or damage you suffer that is a foreseeable result of our breach of this contract or our failure to use reasonable care and skill. Loss or damage is considered foreseeable if it is either obvious it will happen or if, at the time the contract was made, both parties knew it might happen, such as if it was discussed during the sales process.

13.2 Non-excludable Liability: We do not exclude or limit our liability to you where it would be unlawful to do so. This includes liability for:

  • Death or personal injury caused by our negligence or the negligence of our employees, agents, or subcontractors.

  • Fraud or fraudulent misrepresentation.

  • Breach of your legal rights to the Products, including the right to receive Products that are:

    • As described to you.

    • Of satisfactory quality.

    • Fit for any particular purpose made known to us.

    • Supplied with reasonable skill and care, and, where installed by us, correctly installed.

    • For defective products under the Consumer Protection Act 1987.

13.3. Liability for Damage to Property: If we provide services (such as templating and installation) at your property, we will repair any damage caused by us while performing these services. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing these services.

13.4. Exclusion of Business Losses: We supply Products through this website for domestic and private use only. If you use the Products for any commercial, business, or resale purposes, we will not be liable for any loss of profit, loss of business, business interruption, or loss of business opportunity.

13 WARRANTIES

13.1 Legal Duty to Supply Conforming Products: We are legally obligated to supply products that conform to this contract. In addition to your legal rights, our Products come with the following warranties:

13.1.1 Mo’s StoneX Products: Mo's StoneX Quartz, Mo's StoneX Solid Surface, and Mo's StoneX Quartz Ultra HD worktops that we install come with a 25-Year Material Warranty. Further details can be found [here].

13.1.2 Installation and Fabrication Services: Our installation and fabrication services for Mo's StoneX Quartz, Mo's StoneX Solid Surface, and Mo's StoneX Quartz Ultra HD worktops are covered by a 5-Year Installation Warranty. Further details can be found [here].

13.1.3 Sinks, Taps, and Accessories: These are covered by the respective supplier's warranty. We will assist you in finding this information on the suppliers websites.

13.2 Other Products and Services: For products and services not covered by the warranties mentioned in clauses 1.1 and 1.2, the provisions of clauses 3 to 6 shall apply. Nothing in these terms affects your legal rights. For detailed advice about your key legal rights, please visit the Citizens Advice website at www.adviceguide.org.uk or call 03454 04 05 06.

13.3 Mo’s StoneX warranties provide:

13.3.1 Conformity with Order: The products shall be supplied following the terms of the order.

13.3.2 Freedom from Defects: The products will be free from material defects in design, material, or workmanship upon delivery.

13.3.3 Skill and Care: The products will be provided using reasonable skill and care.

13.4 Remedies for Defective Products: If any products are found to be defective and not in conformance with the above warranties, we will, at our discretion, either:

13.4.1 Repair or replace the defective products,

13.4.2 Re-perform the defective services, or

13.4.3 Refund the price paid for the defective products.

These remedies are provided under the following conditions:

13.4.4. Notification: You must give us written notice within a reasonable time of discovering that the products do not comply with the warranties.

13.4.5. Examination: We must be given a reasonable opportunity to examine the defective products.

13.4.6. Return of Products: If requested, you must return the defective products to Mo's StoneX's place of business.

14 CARE AND MAINTENANCE

14.1: The care and maintenance instructions for all our products can be found on our website. It is essential to follow these guidelines to ensure that the worktops maintain their pristine condition over time. Mo’s StoneX will not take responsibility or consider any remedial work if these guidelines are not adhered to.

15 CONDITIONS FOR TERMINATION OF CONTRACT BY MO’S STONEX

15.1. Non-payment: We may terminate the contract by contacting you if you do not make a payment when due and fail to pay within fourteen (14) days of a reminder.

15.2. Access Issues: We may terminate the contract if you do not, within a reasonable time, allow us access to your premises to deliver the products, perform a template, or install your product.

15.3 Refunds and Deductions: If we terminate the contract under the conditions stated above, we will refund any money you have paid in advance for products we have not provided. However, we may deduct or charge a reasonable amount to cover:

15.3.1. Template Costs: Any costs already incurred in carrying out a template before the contract ends.

15.3.2. Failed Visits: Any costs incurred from attempting to visit your premises to carry out a template or to deliver or install the products.

15.3.3. Storage Costs: Any costs incurred in storing products if we have been unable to deliver them to you.

15.3.4. Production Costs: The cost of wasted labour and materials if the contract is terminated after we have commenced production of your worktop.

15.3.5. Other Costs: Any other costs we have incurred (or will incur) due to your breach of the contract.

15.4. Termination Following a Template: We may cancel our contract with you if, after carrying out a template, our team concludes that we are unable to supply a suitable product for installation at your premises that meets your requirements. In this case, we will retain the deposit you paid when placing your order, as this reflects our reasonable costs incurred in preparing for and carrying out the survey.

16 USE OF YOUR PERSONAL INFORMATION

16.1. How We Use Your Personal Information:

16.1.1. To supply the products to you.

16.1.2. To process your payment for the products.

16.1.3. If you agree during the order process, we to provide you with information about similar products we offer. You can opt out of receiving this information at any time by contacting us.

16.2. Sharing Information with Third Parties: We do not share your information with third parties. We will only disclose your personal information to third parties if required or permitted by law.

19 OTHER IMPORTANT TERMS

19.1. Transfer of Agreement: We may transfer our rights and obligations under these terms to another organisation. If this occurs, we will inform you in writing and ensure that the transfer does not affect your rights under the contract.

19.2. Your Rights to Transfer: You can only transfer your rights or obligations under these terms to another person if we agree in writing. However, if we provide a guarantee for any Product you have purchased, you may transfer this guarantee to the new owner. We may require proof of ownership from the new owner.

19.3. Rights of Other Parties: This contract is between you and us. No other person has the right to enforce any of its terms, except for those who have been transferred a guarantee as explained in clause 19.2. Neither party needs approval from any third party to end or modify the contract.

19.4. Delay in Enforcement: If we delay enforcing any part of this contract, we can still enforce it later. Delaying action against you for not meeting your obligations does not mean you are no longer required to fulfil them. For example, if you miss a payment and we do not immediately take action, we can still require you to make the payment at a later date.

19.5. Governing Law and Jurisdiction: These terms are governed by English law. You can bring legal proceedings in the English courts. If you reside in Scotland, you can bring proceedings in either Scottish or English courts. If you live in Northern Ireland, you can bring proceedings in either Northern Irish or English courts.

19.6. Severability: Each paragraph of these terms operates independently. If any part is deemed unlawful by a court or relevant authority, the remaining sections will remain in effect.

19.7. Updates to Terms and Conditions: We may update these terms and conditions from time to time. The terms applicable to your contract will be those in effect when you place your order. Please review these terms and conditions each time you place an order. The latest update was in June 2024.