Before You Read This Policy
The guidance below explains how damage, refunds and replacements are usually handled in practice when purchasing paving materials. If you would like a fuller explanation of the wider industry background, please see our guide: Damage, Refund and Replacement in the Paving Slabs Industry.
That page explains why these approaches are commonly used across the trade, including transport realities, pallet delivery costs, and why ordering a small surplus is normally recommended.
A Helpful Note for Homeowners
If you are a homeowner and do not regularly buy paving materials, it may be helpful to speak with your landscaper or installer before placing an order. They deal with these products more frequently and are usually familiar with normal trade practice, including ordering allowances, handling expectations and how minor transport-related issues are typically managed on site.
Their advice can help you better understand the practical standards of the industry and offer reassurance that the guidance below reflects how paving materials are commonly bought, delivered and installed.
Damages Policy
In line with long-established industry practice, small levels of damage may occasionally occur during the transportation of paving materials. For this reason, compensation does not normally apply where damage amounts to up to 0–7% of the total order.
Where damage falls between 7% and 20%, refunds may be offered on a proportional basis, subject to clear photographic evidence showing both the extent and scale of the damage. Replacement materials will normally only be considered where the overall damage exceeds 20%, again supported by clear photographs.
To help minimise the risk of shortfall caused by breakages, customers are warmly advised to order an additional 10–15% of materials based on the total project area.
Split Packs
Split packs involve additional handling by UK warehouse staff, including unpacking and repackaging. As a result, they are naturally less secure than the original factory packaging and may carry a slightly higher risk of chipping or minor damage during transport.
For this reason, we generally recommend purchasing full packs wherever possible. Where customers choose split packs, this is understood as acceptance of the additional handling and the small risks associated with it.
Minor Chipping
During packing, unpacking and transportation, minor chipping to edges or corners may occasionally occur. These small chips are not normally eligible for claims, as they do not affect the structural performance of the slabs and are often concealed once installation is complete.
In practice, partially chipped slabs can often still be used for cuts, edges or corner sections, and minor imperfections can usually be managed easily during installation.
Refunds and Replacements
Where a claim is accepted, we will refund the value of the damaged items. Free replacements are not generally provided, as pallet delivery charges are high and our pricing structure is kept deliberately competitive.
We work on fair margins in order to offer strong value on quality paving materials. For this reason, our policy may differ from that of retailers operating on higher margins and building replacement costs into their pricing. We hope customers will appreciate that maintaining competitive prices while also operating within the realities of pallet delivery requires a balanced approach.
Customer Rights and Legal Compliance
All policies and explanations provided above are intended to reflect standard industry practice and to offer clear guidance for ordering and delivery. They do not affect, limit or override any of your statutory rights as a consumer under UK law.
Customers remain fully protected under applicable legislation, including the Consumer Rights Act 2015 and other relevant regulations. Where goods are proven to be faulty, not as described, or unfit for purpose, your legal rights will always apply.