Damages Policy
In line with long-established industry practice, small levels of damage during transportation can occasionally occur with 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 by builders or homeowners 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 very high and our pricing structure is kept deliberately competitive.
We work on low margins in order to offer high-quality products at strong value. 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 and offering a highly flexible replacement-led service at the same time is not always commercially practical.