Terms of service
Terms of Service — Sand & Stone
Last updated: August 2026
Welcome to Sand & Stone. These Terms of Service ("Terms") govern all purchases made through our website (sandandstoneuae.com), as well as bespoke orders placed directly with our team. By placing an order or making a payment to Sand & Stone FZC-LLC ("Sand & Stone", "we", "us"), you ("the Buyer", "you") acknowledge that you have read, understood, and agree to be bound by these Terms.
1. About Us
Sand & Stone is a UAE-based, family-owned company specialising in luxury marble, natural stone, bespoke joinery, furniture, and soft furnishings. Our pieces are handcrafted to order by skilled artisans.
Sand & Stone FZC-LLC is a free zone company registered with the Sharjah Publishing City Free Zone Authority, Government of Sharjah (Business Licence No. 4309704.01 | TRN 104301564100003).
Contact: info@sandandstone.store | +971 55 893 1585
2. Orders & Order Acceptance
Website Orders. Products purchased through our website are produced as per the product images, descriptions, and specifications listed at the time of purchase. Please review all product details, dimensions, and materials carefully before completing your order.
Bespoke Orders. Bespoke orders are produced strictly in accordance with the CAD drawings provided to you for approval. An order is only accepted, and an invoice issued, once these drawings have been approved by you. All details — including material, dimensions, design, and intricacies — are as set out in the approved order review. Any requirements not specified in the drawings or order review must be advised to us in writing prior to production. Where details are not specified, they will be completed at our reasonable discretion in line with standard practice, and cannot be raised as errors after order review approval.
An order is confirmed only upon receipt of payment (or agreed deposit) and, for bespoke orders, written approval of the CAD drawings. We reserve the right to decline or cancel any order prior to acceptance.
3. Pricing & Payment
All prices are stated in UAE Dirhams (AED) and are inclusive of VAT unless otherwise indicated. Prices for bespoke work are as set out in the issued invoice following order review approval. Payment terms, including any deposit requirements, will be confirmed at the time of order. Production will not commence until the agreed payment or deposit has been received.
We reserve the right to correct pricing errors on the website; where an error affects an order already placed, we will contact you with the option to proceed at the correct price or cancel for a full refund.
4. Natural Materials Disclaimer
Natural stone is a product of nature. Variations in colour, pattern, texture, and veining are unavoidable and are precisely what make each piece unique. Similarly, natural wood carries individual variations in grain and tone. Product photography is representative only — colours and patterns may vary from images shown, and no two pieces are exactly alike.
Such variations are inherent characteristics of natural materials and are not considered defects, and do not constitute grounds for return, refund, or claim.
5. Production & Lead Times
All Sand & Stone pieces are made to order. Approximate lead times from order confirmation are:
- Marble & stone pieces: 7–10 working days
- Joinery: 7–21 working days
- Soft furnishings: 10–14 working days
Lead times are estimates and may vary depending on design complexity, material availability, and order volume. Processing times may increase during the month of Ramadan due to reduced working hours in accordance with UAE Labour Law. We will keep you informed of any significant changes to your expected completion date.
6. Delivery
This Section summarises our delivery terms. Full details are set out in our Shipping & Delivery Policy. In the event of any inconsistency between this Section and the Shipping & Delivery Policy, the Shipping & Delivery Policy applies.
Delivery Charges. For accessories, we offer free door-to-door delivery in Dubai, Ajman and Sharjah for orders over AED 500, typically within 7–10 business days. Accessory orders under AED 500 incur a delivery charge of AED 25. Deliveries to all other Emirates are available and subject to an additional charge, which will be confirmed before dispatch. We do not deliver on Fridays or UAE government holidays, unless pre-agreed under special conditions.
Furniture & Large Items. Delivery of furniture and bespoke pieces is arranged individually and confirmed at the time of order.
International Shipping. We do not currently offer standard international shipping through the website. For international enquiries, please contact us at info@sandandstone.store and we will advise on options and costs.
Scheduling. Once your order is ready, our team will contact you to arrange a suitable delivery date and time window. Please ensure someone is available to receive and inspect the order at the agreed time.
White Glove Service. Sand & Stone offers a White Glove Service, which includes placement and installation of your furniture in your preferred room. This service is available only at the time of delivery and cannot be scheduled for a separate date. Requests for our team to return after the scheduled delivery may be subject to a minimum labour fee of AED 800 + VAT.
Access, Permits & Site Readiness. It is the Buyer's responsibility to:
- Take clearance measurements of elevators, doorways, corridors and stairways prior to purchase to confirm the product can reach the intended space;
- Ensure all walkways and the placement area are clear and ready on delivery day;
- Arrange service lift bookings, gate entry passes and move-in permits in advance where required.
Where a building elevator (apartments) or staircase (villas) cannot accommodate the product, the Buyer is responsible for arranging manual transportation, such as external lifting, at their own cost and risk.
Failed or Rescheduled Deliveries. If a delivery must be rearranged due to an issue on the Buyer's side — including no one being available to receive the order, lack of access, missing permits, or the site not being ready — a minimum redelivery fee of AED 500 will apply.
Installation Scope. Our installation team is responsible for placing only the purchased products in the specified location. They are not responsible for moving or removing existing furniture or personal items.
Risk & Ownership. Risk in the products passes to the Buyer upon delivery. Ownership passes upon receipt of full payment.
7. Delivery Inspection & Transit Damage
Please inspect your order carefully upon delivery. Any transit damage, missing items, or visible faults must be reported within 48 hours of delivery, with supporting photographs, to info@sandandstone.store. Reports made after this window may not be accepted for transit-related claims, as we cannot verify when the damage occurred.
8. Returns & Refunds
All Sand & Stone pieces are handcrafted to order. Because each item is bespoke, we are unable to accept returns or offer refunds for:
- Change of mind;
- Incorrect measurements or specifications provided by the Buyer;
- Natural variations in stone, wood, colour, and texture (see Section 4);
- Failure of the product to fit the intended space where access or clearance was not verified prior to purchase.
9. Manufacturing Defects
In line with UAE Consumer Protection Law, our products are covered against genuine manufacturing defects. If a manufacturing fault arises, we will, in the order required by law: repair the item, replace it, or issue a refund where repair or replacement is not possible.
This coverage does not extend to damage caused by misuse, improper installation (where not installed by Sand & Stone), improper care or maintenance, accidental damage, exposure to unsuitable conditions, normal wear and tear, or the natural characteristics of stone and wood.
10. Cancellations
Production begins shortly after order confirmation. Cancellation charges reflect costs already incurred:
- Before raw materials are purchased: full refund, less any payment processing fees.
- After materials are purchased but before production begins: refund less the cost of materials and a 25% administration fee.
- Once production has begun: orders are non-refundable.
11. Product Care
Guidance on caring for your Sand & Stone piece is available on our website and from our team. The Buyer is responsible for following recommended care and maintenance practices. Damage arising from the use of unsuitable cleaning products, sealants, or maintenance methods is not covered under Section 9.
12. Intellectual Property
All designs, CAD drawings, product images, content, and branding produced by or for Sand & Stone remain our exclusive intellectual property. CAD drawings are provided solely for the purpose of order review and approval, and may not be shared with, or used by, any third party to reproduce our designs without our written consent.
Our content and designs may not be copied, adapted, or altered by any means — including artificial intelligence or image-editing tools — to create derivative works, such as versions of our imagery depicting different materials or finishes. Unauthorised derivative works remain infringements of our intellectual property regardless of the degree of alteration, and we reserve the right to pursue all remedies available under UAE copyright, trademark, and unfair competition law.
13. Limitation of Liability
To the fullest extent permitted by UAE law, Sand & Stone's total liability arising from any order shall not exceed the value of that order. We are not liable for indirect or consequential losses, including loss of use or delays caused by circumstances beyond our reasonable control. Nothing in these Terms excludes or limits any rights you hold under UAE Consumer Protection Law that cannot be excluded by agreement.
14. Force Majeure
We are not liable for delays or failure to perform caused by events beyond our reasonable control, including but not limited to material shortages, supplier delays, shipping disruptions, extreme weather, or government actions. In such cases, we will inform you as soon as practicable and agree on a revised timeline.
15. Governing Law & Disputes
These Terms are governed by the federal laws of the United Arab Emirates and the applicable laws of the Emirate of Sharjah. Any dispute arising in connection with these Terms or any order shall be subject to the exclusive jurisdiction of the competent courts of Sharjah, UAE. We encourage Buyers to contact us first at info@sandandstone.store — most concerns can be resolved quickly and amicably.
16. Amendments
We may update these Terms from time to time. The version in effect at the time your order is placed applies to that order.
17. Acknowledgement of Terms
By making a payment to Sand & Stone, the Buyer acknowledges and agrees to be bound by these Terms and Conditions, including those relating to pricing, specifications, the natural materials disclaimer, order review and approval, damage reporting, delivery, cancellations, and refunds.
Sand & Stone FZC-LLC
Business Centre, Sharjah Publishing City Free Zone, Sharjah, United Arab Emirates
Business Licence No. 4309704.01 | TRN 104301564100003
info@sandandstone.store | +971 55 893 1585