Refund policy

Earth Made vessels are made to order. Each piece is cut from a single block of natural stone selected for your commission after your payment clears, and cannot be resold as stock. For that reason all sales are final, subject to the cancellation window below and to your statutory rights.

 

Cancellation window. You may cancel for any reason and be refunded in full within 72 hours of your payment clearing, by replying to your order confirmation. After 72 hours your block is bought and committed and cutting begins, and the commission cannot be cancelled or returned.

 

Damage in transit. Every vessel is insured to its full declared value for the whole journey. Your piece is delivered crated to your ground-floor threshold. Inspect it before you sign, note any damage on the carrier's receipt, keep the crate and all packaging, and tell us within 48 hours of delivery. We handle the claim with the insurer and the carrier, and you deal only with us. A transit claim cannot be defended on a crate that has gone back on the truck, so please keep the packaging until the piece is confirmed sound.

 

Natural variation is not a fault. Colour, veining, translucency, natural fissures and inclusions differ from block to block and will differ from every photograph shown. These are characteristics of natural stone, not defects.

 

No structural guarantee. Earth Made does not offer its own structural guarantee on the stone after delivery. Where the workshop that made your piece provides a manufacturer's warranty, we pass it through to you in writing on that workshop's terms. These vary by workshop and some offer none at all, so we will tell you exactly what applies to your vessel before you buy.

 

Installation. Delivery is to the ground-floor threshold. Rigging, craning, stair carries and plumbing are not included and are carried out by your own licensed installer. Damage caused by moving, installing or connecting the piece is not covered.

 

Faulty or not as described. Nothing in this policy affects your statutory rights if a piece arrives late, damaged, faulty or not as described.