At MonoLux Worktops, we are committed to delivering high-quality bespoke quartz, granite, and stone worktops with excellent customer service and aftercare support.

We understand that occasionally plans can change or issues may arise, which is why we aim to provide a fair, transparent, and customer-focused returns and refund process.

Nothing within this policy affects your statutory rights under UK consumer law.

Bespoke & Made-to-Measure Products

All MonoLux Worktops products are bespoke and manufactured specifically to each customer’s individual requirements.

This includes:

  • custom measurements
  • cut-outs
  • sink and hob preparations
  • edge profiles
  • colour selections
  • bespoke layouts
  • installation specifications

Due to the made-to-order nature of stone fabrication, products cannot usually be resold or reused once production has started.

Under the Consumer Contracts Regulations 2013, cancellation rights for personalised and made-to-measure goods may be limited once fabrication begins.

Cancelling Your Order

Before Templating or Fabrication

If your order has not yet entered production, you may request cancellation by contacting our team as soon as possible.

Where cancellation takes place before:

  • templating
  • slab allocation
  • cutting
  • fabrication

We may provide a full or partial refund depending on any costs already incurred.

Reasonable deductions may apply for:

  • surveys
  • administration
  • reserved materials
  • supplier charges
  • preparation work already completed

Any remaining balance will be refunded to the original payment method.

After Templating or Fabrication

Once templating has taken place or materials have been cut, fabricated, processed, or specifically allocated to your order, the products become bespoke and non-refundable except where goods are faulty, incorrectly supplied, or not installed with reasonable care and skill.

30-Day Customer Satisfaction Support

At MonoLux Worktops, customer satisfaction is extremely important to us.

If you experience any concerns with your order following installation, we encourage you to contact us as soon as possible. Our team will always aim to resolve genuine issues quickly and professionally through appropriate remedial solutions where applicable.

Depending on the situation, solutions may include:

  • adjustments
  • repairs
  • replacement of affected sections
  • reinstallation work
  • partial refunds
  • other reasonable remedies

We aim to provide fair and practical resolutions wherever possible.

60-Day Workmanship Guarantee

In addition to your statutory rights, MonoLux Worktops provides a 60-day workmanship guarantee following installation.

If installation-related issues occur within this period, including the following:

  • joint separation
  • loose bonding
  • silicone concerns
  • fitting adjustments
  • installation-related chips
  • adhesive issues

We will assess the issue and arrange remedial work where appropriate 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 conditions.

This warranty reflects our confidence in the quality of our materials, fabrication standards, and installation process.

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

Warranty terms may vary depending on the selected material or manufacturer.

If Your Worktops Arrive Damaged

In the unlikely event that your worktops are delivered or installed with visible damage or defects, please contact us as soon as reasonably possible.

To help us resolve the issue quickly, we may request:

  • photographs
  • videos
  • measurements
  • site inspection access

Where a fault or damage issue is confirmed, we will determine the most appropriate solution, which may include:

  • repair
  • replacement
  • adjustment
  • partial refund
  • other suitable remedies

We recommend inspecting all products carefully before any third-party works or alterations take place.

Natural Characteristics of Stone

Quartz, granite, marble, and natural stone products may contain natural variations in:

  • colour
  • veining
  • texture
  • movement
  • pattern
  • shading

These are natural and expected characteristics of stone materials and do not constitute faults.

Samples, website photographs, and showroom displays may vary slightly from completed installations due to lighting conditions, slab variation, and manufacturing batches.

Samples & Material Selection

If you are unsure about colour, texture, or finish selection, we strongly recommend ordering samples before confirming your final order.

Stone products may naturally vary between slabs, and samples are intended as a general indication rather than an exact match.

Delays & Supply Issues

While we always aim to complete projects within agreed timeframes, delays may occasionally occur due to:

  • supplier delays
  • material shortages
  • transport disruptions
  • access restrictions
  • unforeseen circumstances outside our reasonable control

If significant delays occur before fabrication begins, customers may be entitled to cancel affected parts of the order and receive an appropriate refund where applicable.

Pricing Errors

In the unlikely event of an obvious pricing, technical, or specification error, MonoLux Worktops reserves the right to cancel or amend the order before final acceptance and fabrication.

Any payments relating to cancelled orders will be refunded in full.

Contact Us

For any questions regarding your order, installation, warranty, returns, or aftercare support, please contact us:

MonoLux Worktops
📧 info@monoluxworktops.com
📞 07440 201072