At Austin Laminate Countertops, we want every customer to feel confident before placing an order. We supply bespoke Quartz, Granite, and Laminate countertops, 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 Austin Laminate Countertops.
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 Austin Laminate Countertops 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@austinlaminatecountertops.com
Address: 147 Cranfield Grove, Oxford, OX3 9QX
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 Austin Laminate Countertops 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 final 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:
Cabinetry templating or site measurement
Slab or laminate board allocation
Cutting, CNC fabrication, or polishing
Edge profiling (for Quartz, Granite, or Laminate)
Sink, tap, or hob cut-outs
Installation preparation
Any other custom 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 Countertops
Most Austin Laminate Countertops orders are bespoke and made specifically to each customer’s measurements, design choices, and installation requirements.
This includes countertops made with:
Custom measurements
Chosen slab or material selection (Quartz, Granite, or Laminate)
Sink cut-outs and hob cut-outs
Drainer grooves and custom edge profiles
Bespoke layouts (such as custom kitchen islands)
Site-specific installation details
Customer-approved templates or drawings
Once production, templating, slab/material 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 countertop 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 to the site for inspection if required
Where a fault, damage, or supply issue is confirmed, Austin Laminate Countertops will provide an appropriate remedy. Depending on the situation, this may include:
Repair or 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: 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 a thorough assessment of the issue.
After-Installation Support
Austin Laminate Countertops 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
We also provide 60-day workmanship support after installation. Approved workmanship issues during this period may include:
Joint separation or seam movement
Loose bonding
Silicone sealing concerns
Fitting adjustments
Installation-related chips or scratches
Adhesive and fastening issues
Where the issue is confirmed as workmanship-related, we will arrange suitable remedial work at no additional cost.
Countertop Lifetime Warranty
Austin Laminate Countertops provides a lifetime warranty on selected Quartz and Granite countertop installations, covering manufacturing and workmanship defects under normal domestic use.
The warranty does not cover:
Accidental damage or impact damage after installation
Misuse, neglect, or placing extremely hot cookware directly on surfaces (especially on laminate or quartz)
Structural movement or cabinetry subsidence
Third-party modifications or repairs
Damage caused by improper cleaning agents or lack of maintenance
Natural stone variations (inherent to Granite)
Warranty terms may vary depending on the selected material or the specific slab manufacturer.
Natural Stone, Quartz & Laminate Characteristics
Quartz, Granite, and premium Laminate products may naturally vary in:
Colour and shading
Veining and pattern movement
Texture and surface finish
These natural variations (especially in natural Granite) are part of the material and are not considered faults. Samples, website images, and showroom displays are intended as a guide only. Final installed countertops may vary slightly because of lighting, slab variation, and manufacturing batches.
Samples and Material Selection
We strongly recommend ordering samples before confirming your final countertop order if you are unsure about color, texture, or finish. Samples are intended as a general guide and may not be an exact match to the final slab or board 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, Austin Laminate Countertops 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:
Austin Laminate Countertops
Email: info@austinlaminatecountertops.com
Address: 147 Cranfield Grove, Oxford, OX3 9QX