Stone Synergy – Complaints Policy
At Stone Synergy, we are committed to delivering high-quality quartz and ceramic worktops along with professional templating and installation. If something hasn’t met your expectations, we want to know so we can put it right.
How to Raise a Complaint
Please contact us as soon as possible with:
- Your name and order/reference number
- Installation date
- Clear description of the issue
- Photographs (where applicable)
What Happens Next
We will acknowledge your complaint within 2 working days and aim to provide a full response within 14 working days. Where necessary, we may arrange an inspection or consult with the material supplier. No remedial action will be authorised until the issue has been assessed.
Product Characteristics
Quartz and ceramic worktops may feature natural variation in pattern, tone and veining. Minor shade differences or surface characteristics within industry tolerances are not considered faults. Damage caused by misuse, impact, third-party trades or post-installation alterations is not covered.
Your Consumer Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. As all worktops are bespoke and made to order, cancellation rights may be limited once fabrication has begun.
We aim to resolve all complaints fairly, professionally and in line with UK consumer law.
