Terms and Conditions
Our Returns Policy is in addition to your legal rights. Please read carefully.
Payment of the purchase price in full is required at the time of acceptance of the order by Sincos.
All our prices are calculated at trade rates helping us to stay competitive and offer the best deals to our customers. Please provide your full address and contact details; two phone numbers when you are ready to place an order as we require this information to create our invoices and book in deliveries.
The purchaser may cancel the order the very next working day by 12:15pm, this is due to the dispatch process being complete and the goods no longer in our hands. Where the purchaser wishes to cancel an order prior to dispatch, Sincos shall issue a full refund. Where the purchaser wishes to cancel an order once goods have been dispatched, the Purchaser shall be liable for the delivery and return charges. At our discretion, we may allow items to be returned, the price upon refund may not be the same as the original price paid, some items may be subject to a 20% restocking charge.
Goods will be delivered to the delivery address provided by the purchaser. If delivery is unsuccessful due to either:
1. An inaccurate or incomplete delivery address;
2. No-one being present to accept delivery;
iii. Inaccessibility; then, once another delivery date is arranged, the Purchaser will be charged additional delivery charges for each attempted re-delivery.
In case the Purchaser refuses to pay extra delivery charges due to one of the reasons above, the goods will return to Sincos and return costs and 20% restocking charge will be deducted from the Purchaser’s payment.
In case no one might be present at the delivery address, we recommend suggesting a safe place or a neighbour's address while placing your order.
We usually request deliveries to be made as early as possible, but the delivery company will be responsible for arranging the delivery schedule. Please make sure someone is at home during the delivery day. We will ask the delivery company whether they can provide a time slot for the delivery, but please note that the delivery time is between 8am and 18pm.
Delivery will be deemed complete when the goods have been offloaded at the nearest accessible point to the delivery address, which in many cases will be the property kerbside (For the items which are difficult to carry manually such as pallets; big sheets etc). Delivery required any closer to the property will be at the delivery Driver’s discretion.
3. Handling & Storage after Delivery
Immediately after delivery and examination by the Purchaser of the goods, the purchaser shall be responsible for moving the goods to suitable protection. Sincos takes no liability for goods improperly stored or handled.
4. Quality & Description of Goods
The true colours of items may vary from what is displayed in the main image; however, we try to display photos which are the best representation of the item. Please note hand made goods may slightly vary in colour and shape.
It is strongly recommended that Customers request physical samples of items from any range before placing orders; customers are advised to visit Sincos to view all products prior to ordering. The Customer is responsible for ensuring that the goods are suitable for their intended purpose.
Sincos recommends that the Purchaser employ only the services of a qualified and experienced fitter in the storage, handling, laying and sealing of all goods. We also recommend that the Purchaser use a good quality, suitable building materials like adhesive, grout and underlay.
6. Returns & Exchanges
We are unable take responsibility for any damage to items due to mishandling during or after shipment once the items have been signed for; please double check any orders before signing for them. A 20% re-stocking fee applies to all refunds and exchanges. Any items that are on clearance are non-returnable and non-refundable as we no longer maintain stock in those items. Delivery charges are non-refundable as we use third party delivery companies, return charges will need to be covered by the customer on any refunds not due to a fault on our end. The purchaser shall be liable for safe return or goods.
If goods are damaged upon delivery, then we ask for the purchaser to sign for it as ‘Damaged’ on arrival. They must notify Sincos with photographic images and within 24 hours of receiving the goods to arrange refund or exchange. We recommend that you open the package by only removing the top layer of polythene to reveal the goods inside. From here a thorough inspection of the goods can be performed and a count of the exact number of damaged goods, including photos can be taken. Photos can be sent directly to our office via: firstname.lastname@example.org please include the purchaser’s name and address for reference.
We require the damaged or unused goods to be returned to us prior to processing a refund or exchange for replacements. It is the purchaser’s responsibility to return the goods. The goods must be unused and not be laid as chips and damages can occur in the process.
Only full packs can be exchanged or refunded, do not use any of the goods out of the pack as you may lose your right for an exchange or refund. Do not start laying the goods and then notifying us of damages as we cannot take liability once they have been unpacked. Any damages or unusable are the customers responsibility to exchange, and any cost to return or redeliver lies with the purchaser.
We will NOT exchange, replace or refund for: breakages, chips, damages or discolouration up to 10% of the full order, as this is considered ‘Spillage’ with stone. Each order should consider an additional 10% extra stone to cover cuts and breakages.
Stock cannot be returned and refunded for over-orders as we consider the purchaser to have ordered the correct amount. We do not accept returns where there is excess stone, disposal of any items is the purchaser’s responsibility.
At our discretion, we may allow items to be returned, the price upon refund may not be the same as the original price paid, some items may be subject to a 20% restocking charge. All goods send by pallet are subject to this deduction.
Sincos shall accept no liability in respect of any defect or damage arising from the fair wear and tear, wilful damage, negligence, abnormal working conditions, effective or poor installation, misuse, alterations or repairs of the goods.