Before You Read This Policy
This policy explains how transport damage, refunds and replacements are normally handled for paving slabs and tiles. For wider industry guidance, see Damage Claims in the Paving Industry.
Damages Policy
Small levels of transport damage can occasionally occur with heavy paving and tile products. Damage of up to 7% of the total order is not normally compensated under our commercial damage allowance.
Where verified damage exceeds 7% but does not exceed 20%, compensation applies to the qualifying proportion above 7%. Where verified damage exceeds 20%, replacement may be considered subject to photographic evidence, stock availability and the circumstances of the claim.
Customers are advised to order approximately 10–15% additional material for cutting, fitting, natural variation and occasional breakage.
Minor Chipping and Breakage
Minor chips to edges or corners may occur during packing, transport and site handling. Where these do not materially affect installation, appearance or performance, they are not normally treated as unusable products.
Partially damaged pieces can often be used for cuts, edges or less prominent areas. Major breakage or structural damage that prevents normal installation is assessed separately.
Split Packs
Split packs require additional warehouse handling and repacking, so they can carry a slightly higher risk of minor cosmetic damage than unopened factory packs. Full packs are recommended wherever practical.
Photographic Evidence
Damage claims must include clear photographs showing the affected products and the overall quantity damaged. Customers should retain the damaged material and packaging until the claim has been assessed.
Claims must be submitted within the reporting period stated in our Terms & Conditions.
Refunds and Replacements
Where a qualifying claim is accepted, the applicable value of verified damaged material will normally be refunded in accordance with this policy.
Small replacement quantities are not normally sent free of charge because specialist packing and pallet delivery costs can exceed the value of the material. Where substantial verified damage exceeds the replacement threshold, replacement may be considered.
Additional Material
Customers should not normally order exactly the measured finished area. Around 10% extra may be suitable for straightforward installations, while 10–15% may be appropriate where more cutting, corners or detailed work is required.
Customer Rights
This policy does not affect or restrict statutory consumer rights under UK law. Where goods are proven to be faulty, materially not as described or unfit for purpose, applicable legal rights continue to apply.