14 Days Returns
Our return policy complements your legal rights.
We strongly recommend checking the pallet labels against your order upon delivery before opening any packaging. Delivery companies may occasionally make errors, and incorrect goods must remain properly packaged for return. Improper repackaging may result in refusal by the return carrier.
Cancellation of Your Order
To cancel or amend your order, please contact us within 24 hours of placing it by email at sales@pavingslabsuk.co.uk. After this period, or once dispatch has taken place, delivery, collection, restocking and administration charges may apply.
Returns and Refunds
- Customers have 14 days from the date of delivery to notify our team if they wish to return goods (excluding samples). Items must remain unused, in original condition, and in full packs as supplied.
- Once goods have been delivered, responsibility for any return lies with the customer. We can assist in arranging collection through our logistics network if required.
- Upon successful return and inspection, £85 (including VAT) will be deducted to cover the original delivery cost, along with £30 for restocking and inspection.
- For Northern Ireland orders, return costs typically range between £340 and £355 per pallet. Due to higher transport costs, customers are strongly advised to order additional material to account for potential shortfall.
- Refunds are issued after inspection of returned goods and will exclude delivery and return charges. Processing is typically completed within 7 working days.
- Return costs will always be confirmed in writing before collection is arranged.
- If packaging has been opened or requires improvement, it is the customer’s responsibility to ensure goods are securely repacked to a standard suitable for pallet transport. Repacking costs are not covered.
- Failed collections due to non-compliance with return requirements will incur a £75 rescheduling charge.
- Goods should be inspected upon delivery, and any visible damage must be signed for as ‘Damaged’.
- All damage claims must be submitted with order reference and clear photographs within the specified timeframe.
- No refunds or replacements are available for materials that have been installed.
- Minor edge chips or corner imperfections caused during handling are not considered defects and do not affect performance once installed.
- Samples are non-returnable and non-refundable under all circumstances. Charges apply to handling and delivery only.
Damages and Breakages
In accordance with industry standards, a breakage allowance is expected for paving materials during transportation, with many suppliers operating a tolerance of up to 10% without compensation. Customers are therefore advised to allow for a reasonable level of breakage when planning quantities.
- In accordance with industry practice, many suppliers operate a breakage tolerance of up to 10% without compensation; our policy is comparatively more accommodating, with a lower non-compensation threshold of 7%.
- Damage of up to 7% of the total order during transportation is not subject to compensation.
- Where damage exceeds 7% but does not exceed 20%, compensation applies only to the portion exceeding 7%, calculated on a proportional basis.
- Replacement materials will only be provided where total damage exceeds 20% of the order, supported by clear photographic evidence showing the scale and nature of the damage.
- To minimise the risk of shortfall, customers are strongly advised to order an additional 10%–15% material based on the total project size.
- Courier handling is outside our control and may differ from specialist stone logistics handling standards.