Returns & Refunds

14 Days Returns

Our return policy complements your legal rights.

We strongly recommend that you first check the labels on the pallet against your order upon receiving the goods, as delivery companies sometimes make mistakes. Only open the packaging after confirming the items match your order. If the wrong goods are delivered and need to be returned, improper repackaging may lead to rejection by the return delivery company.

Cancellation of Your Order

To cancel or make changes to your order, please contact us within 24 hours of placing your order. You can reach us by phoning 01908 112057 or by emailing sales@pavingslabsuk.co.uk. Please note that after the 24-hour window or once dispatch has occurred, additional fees for delivery, collection, restock fee or administration may apply.

Returns and Refunds

• If you decide to return your order (excluding samples), you have 14 days from the date of receipt to inform our sales team. The item must be unused, in new and saleable condition, and returned in its original packaging. Please note that only full packs can be returned.
• Once the products are delivered to the customer, our contract with the delivery company for the order ends, and returned deliveries are the responsibility of the customer. Paving Slabs Direct can assist in arranging the return if needed. Upon successful return and inspection of the goods to confirm they are in good condition, we will deduct £85 (including VAT) to cover the original delivery charge (third-party delivery partner cost) and £30 for the restocking and inspection fee (third-party warehouse cost).
• The return cost for Northern Ireland orders is £340–£355 per pallet. As a principle, we only offer refunds for breakages exceeding 7%. Therefore, we strongly advise customers in Northern Ireland to order a little extra to cover any potential breakages or shortfall, as the delivery cost is very high and all consignments are dispatched from Ipswich, England.
• Upon receipt and inspection of the returned products by our warehouse team, we will issue a refund for the price paid for your order, excluding any delivery and return charges. The refund will be processed within 7 working days.
• The full return costs will be provided when arranging the return, and all details will be confirmed in writing before the collection is scheduled.
• If the original packaging has been opened or requires improvement, as determined by the buyer or Paving Slabs Direct, it is the buyer's responsibility to repack the goods at their own expense for safe return. The Company will not cover any costs associated with repacking the goods.
• Failed collections resulting from non-compliance with our returns policy will incur a £75 charge to cover the company’s costs of rescheduling the collection.
• Please carefully inspect your goods upon delivery and if you notice any damage, sign for the goods as “Damaged”.
• In the event of any damages, contact sales@pavingslabsuk.co.uk with your PSU order number and clear images of the damaged items within the specified time frame. Our team will aim to respond within 48 hours.
• For further information, please refer to the checklist tab on each product page, which outlines our key policies.
• Please note that we cannot offer refunds or replacements for items that have already been installed.
• During unpacking or transportation, edges or corners of paving slabs may get chipped. These minor chips are not eligible for claims, do not affect performance, and are usually hidden once the patio is finished.
• Once samples have been dispatched, they are non-returnable and non-exchangeable under any circumstances. Samples are provided solely to assist customers in viewing and selecting materials. We only charge for delivery and packing; the samples themselves are not charged.

Damages and Breakages:

• Every effort is taken to ensure paving stones arrive undamaged. As a natural product, breakages can occur. In line with industry standards, compensation does not cover damage between 0% and 7% of the total order during transportation. Refunds are provided proportionally for damages between 7% and 20%. Replacement parts will only be issued if total damage exceeds 20%. Clear images must be provided to demonstrate the extent and nature of the damage (e.g. crate drops or mechanical impacts).
• All stone samples are non-returnable and non-refundable. Charges cover shipping and handling only, regardless of whether samples arrive damaged or intact. Courier handling is outside our control and may not match the standards of specialised stone logistics providers.