Returns, Refunds & Cancellation Policy
At MonoLux Worktops, we want every customer to feel confident before placing an order. We supply bespoke quartz, granite and stone worktops, as well as selected samples and standard non-custom items where available.
This policy explains when returns, refunds and cancellations are available. Nothing in this policy affects your statutory rights under UK consumer law.
30-Day Returns for Standard Non-Custom Items
For standard, non-custom items that have not been cut, altered, installed, used or made specifically for you, we offer a 30-day return period from the date of delivery.
This may include eligible samples or any standard non-bespoke products sold by MonoLux Worktops.
To qualify for a return, the item must be:
- unused
- uninstalled
- unmodified
- in its original condition
- suitable for resale
- returned within 30 days of delivery
There is no restocking fee, administration fee or return fee charged by MonoLux Worktops for eligible standard returns.
Once the returned item has been received and inspected, we will issue a full refund to the original payment method within 7 days.
How to Request a Return
To request a return, please contact us within 30 days of delivery using the details below:
Email: info@monoluxworktops.com
Phone: 07440 201072
Please include:
your full name
order number
date of order
date of delivery
reason for return
photos of the item where helpful
We will confirm whether the item is eligible for return and explain the next steps.
Return Method and Return Cost
Eligible standard items may be returned by courier or by an agreed collection method.
For eligible standard non-custom items, return shipping is free where the return has been approved by MonoLux Worktops in advance.
Items must be safely packaged for return. If an item is damaged because it was not packaged properly for return, this may affect the refund amount.
Cancellation Before Production Starts
Customers may cancel an order within 30 days of purchase and receive a full refund, provided the order has not yet entered production or custom processing.
For this policy, production or custom processing includes any of the following:
templating
slab allocation
cutting
fabrication
polishing
edge profiling
sink or hob cut-outs
installation preparation
any other work carried out specifically for your order
If cancellation is requested within 30 days and production has not started, the full payment will be refunded to the original payment method within 7 days.
Bespoke and Made-to-Measure Worktops
Most MonoLux Worktops orders are bespoke and made specifically to each customer’s measurements, design choices and installation requirements.
This includes worktops made with:
custom measurements
chosen slab or material selection
sink cut-outs
hob cut-outs
drainer grooves
edge profiles
bespoke layouts
site-specific installation details
customer-approved templates or drawings
Once production, templating, slab allocation, cutting, fabrication or installation preparation has started, the order becomes bespoke and cannot usually be cancelled, returned or refunded for change of mind.
This is because the worktop has been made specifically for your property and requirements and cannot normally be resold.
This does not affect your rights if the goods are faulty, damaged, incorrectly supplied, not as described, or not installed with reasonable care and skill.
Faulty, Damaged or Incorrect Items
If your item arrives damaged, is faulty, is incorrectly supplied, or there is a confirmed installation or workmanship issue, please contact us as soon as reasonably possible.
Please provide:
your order number
a short description of the issue
clear photos or videos
any relevant measurements
access for inspection if required
Where a fault, damage or supply issue is confirmed, MonoLux Worktops will provide an appropriate remedy. Depending on the situation, this may include:
repair
adjustment
replacement of the affected section
reinstallation work
partial refund
full refund where legally required or agreed
There is no charge for approved remedial work where the issue is caused by a confirmed product, supply, fabrication or installation fault.
Refund Timing
Approved refunds are issued to the original payment method.
For eligible standard returns, refunds are processed within 7 days after the returned item has been received and inspected.
For approved cancellations before production starts, refunds are processed within 7 days after cancellation has been confirmed.
For faulty, damaged or incorrect goods, the refund or remedy will be confirmed after assessment of the issue.
After Installation Support
MonoLux Worktops provides 30-day customer satisfaction support after installation.
If you notice a genuine installation, workmanship, damage or product concern within 30 days of installation, please contact us as soon as possible. We will review the issue and offer a fair and practical solution where appropriate.
60-Day Workmanship Support
MonoLux Worktops also provides 60-day workmanship support after installation.
Approved workmanship issues during this period may include:
joint separation
loose bonding
silicone concerns
fitting adjustments
installation-related chips
adhesive issues
Where the issue is confirmed as workmanship-related, we will arrange suitable remedial work at no additional cost.
Lifetime Worktop Warranty
MonoLux Worktops provides a lifetime warranty on selected quartz and stone worktop installations, covering manufacturing and workmanship defects under normal domestic use.
The warranty does not cover:
accidental damage
misuse or negligence
excessive heat damage
structural movement
third-party modifications
impact damage after installation
damage caused by improper use or maintenance
natural stone variation
Warranty terms may vary depending on the selected material or manufacturer.
Natural Stone and Quartz Characteristics
Quartz, granite, marble and natural stone products may naturally vary in:
colour
veining
texture
movement
pattern
shading
These natural variations are part of the material and are not considered faults.
Samples, website images and showroom displays are intended as a guide only. Final installed worktops may vary slightly because of lighting, slab variation and manufacturing batches.
Samples and Material Selection
We strongly recommend ordering samples before confirming your final worktop order if you are unsure about colour, texture or finish.
Samples are intended as a general guide and may not be an exact match to the final slab used for your project.
Delays and Supply Issues
We always aim to complete projects within agreed timeframes. Occasionally, delays may happen due to supplier delays, material shortages, transport issues, access restrictions or circumstances outside our reasonable control.
If a significant delay occurs before production starts, you may be able to cancel the affected part of the order and receive an appropriate refund.
Pricing or Specification Errors
If there is an obvious pricing, technical or specification error, MonoLux Worktops may cancel or amend the order before final acceptance and production.
Any payment relating to a cancelled order will be refunded in full.
Contact Us
For returns, cancellations, refunds, warranty questions or aftercare support, please contact:
MonoLux Worktops
Email: info@monoluxworktops.com
Phone: 07440 201072