Refund policy

Last updated: 24 August 2026

This policy sets out your rights when you buy from Travertina. It sits alongside your legal rights and does not replace them. If anything here is unclear, email us at contact@travertina.co.uk and we will explain it.

You have two separate sets of rights, and they work differently:

  1. You changed your mind. You may cancel at any time from the moment you place your order until 14 days after the day you, or someone you nominate, receives the goods.
  2. Something is wrong with the item. You have 30 days from delivery to reject a faulty, damaged or misdescribed item and receive a full refund, and further rights after that.

Each is explained below.

1. Cancelling because you changed your mind

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel your order within 14 days of the day you, or someone you nominate, receives the goods. You do not need to give a reason.

If your order arrives in several deliveries, the 14 days run from the day you receive the last item.

How to cancel

Tell us clearly that you wish to cancel, before the 14 days expire. You can:

You may use any clear statement. The form is offered for convenience, not required.

Once you have told us, you have a further 14 days to send the goods back.

Condition of the goods

You are entitled to handle the goods as you would in a shop: enough to establish their nature, characteristics and how they work. That includes unpacking the fixture and looking at it.

If you handle them beyond that and their value is reduced as a result, we may deduct that reduction from your refund. In practice, this means:

  • Fitting the light to a wall or ceiling, drilling the backplate or wiring it in goes beyond inspection. An installed fixture can no longer be sold as new, so we will refund you less a deduction reflecting that loss of value. We will always tell you the amount and the reason before we process the refund.
  • Please return the item in its original packaging where you still have it. Travertine is a heavy natural stone and the box is designed to protect it. If the item reaches us damaged because it was returned without adequate protection, we may deduct the resulting loss of value. We do not make a deduction simply because the box has been opened or discarded.

Please return the item complete, with all fittings, fixings and the printed instructions.

Who pays for the return

You pay the cost of returning the goods to us if you are cancelling because you changed your mind. Our returns address is in France, and return postage from the United Kingdom typically costs between £25 and £45 depending on the item and the carrier you choose. We recommend a tracked service, as you are responsible for the goods until they reach us.

You do not pay return postage if the item is faulty, damaged, incorrect or not as described. See section 3.

Your refund

We will refund you within 14 days of receiving the goods back, or of the day you provide us with proof that you have sent them, whichever comes first.

  • The refund is made to the original payment method.
  • We refund the full price you paid, including all duties and taxes.
  • We also refund the standard delivery charge you paid on the original order. Our UK delivery is free, so this will normally be £0.00.
  • We do not charge any restocking or administration fee.
  • How quickly the money appears in your account after that is a matter for your bank.

Items you cannot cancel

The cancellation right does not apply to goods made to your specification or clearly personalised. If we ever offer a bespoke or made-to-order finish, this will be stated plainly on the product page before you buy.

2. Damage in transit

Until the goods are physically delivered to you, they are our responsibility. If your order arrives damaged, or does not arrive at all, we replace it or refund you in full. There is no charge to you, and no separate cover to buy.

Please tell us within a reasonable time of delivery, with photographs of the packaging and the item where you can. Photographs are not a condition of your rights; they simply help us resolve it faster and take the matter up with the carrier.

3. Faulty, damaged or misdescribed items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. Natural variation in stone is not a fault: no two pieces of travertine are identical, and this is described on every product page. A crack, a chip, a failed component or an item that does not match its description is a fault.

Within 30 days: your short-term right to reject

For 30 days from the day the goods are delivered, you may reject a faulty item and receive a full refund. You do not have to accept a repair or a replacement first.

After 30 days

You may ask us to repair or replace the item. We will do so within a reasonable time and without significant inconvenience to you.

If a repair or replacement is not possible, or does not resolve the fault, you may then ask for a price reduction or reject the item for a refund. After the first six months, we may reduce that refund to reflect the use you have had.

The first six months

If a fault appears within six months of delivery, it is taken to have been present at delivery unless we can show otherwise. You do not have to prove anything.

Costs and refunds

  • We pay the cost of returning a faulty, damaged, incorrect or misdescribed item. We will arrange collection or send you a prepaid label.
  • Refunds are made to the original payment method within 14 days.
  • Nothing in this policy limits your rights under the Consumer Rights Act 2015.

Installation

Our fixtures are mains-powered and must be installed by a qualified electrician. Damage caused by incorrect installation, by fixings other than those supplied, or by fitting a fixture to a surface it is not suitable for, is not a manufacturing fault and is not covered. This does not affect your rights in respect of a fixture that was faulty when it reached you.

4. How to return an item

  1. Email contact@travertina.co.uk with your order number and, where relevant, photographs.
  2. We will confirm the return and tell you how to proceed. For faulty items we will arrange collection or provide a prepaid label.
  3. Send the item to: Travertina, Adrien Cluzel, 18 rue des Maraîchers 33800 Bordeaux France

Please do not send anything back before contacting us. Unannounced returns are harder to trace and slower to refund.

5. If you are not happy with how we handle it

Email us first at contact@travertina.co.uk. We aim to reply within two working days.

Travertina does not currently subscribe to an alternative dispute resolution scheme, and is not obliged to do so. If we cannot resolve your complaint between us, we will write to you confirming this, and we will give you the name and website of an approved ADR provider competent to consider your case, along with our position on using it. You remain free to take the matter further at your own initiative.

You can also get free, impartial advice from the Citizens Advice consumer
service at citizensadvice.org.uk, or bring a claim through the small claims
track of the county court.

6. Model cancellation form

You may use this form if you wish to cancel your order. You do not have to: any clear statement will do.

To Travertina, Adrien Cluzel, 18 rue des Maraîchers, 33800 Bordeaux, France, contact@travertina.co.uk:

I hereby give notice that I cancel my contract of sale of the following goods:

Ordered on / received on:

Order number:

Name of consumer:

Address of consumer:

Signature (only if this form is sent on paper):

Date:

7. Who we are

Travertina is a trading name of Adrien Cluzel.

  • Registered address: 18 rue des Maraîchers, 33800 Bordeaux, France. 
  • Business registration number (SIRET): 82502918400033.
  • Telephone: +33673726581 (Customer service is open every day, 8am to 5pm UK time, in English.)
  • Email: contact@travertina.co.uk.

Your statutory rights as a consumer in the United Kingdom are not affected by anything in this policy.