At Paving Slabs Direct, we take every precaution to ensure your order is packed securely. However, due to the heavy and brittle nature of natural stone and porcelain, movement during transit can occasionally lead to chips or breakages. This policy outlines our standards for assessing damage and how to proceed if your delivery is affected.
1. Damage & Compensation Thresholds
In line with industry standards for heavy masonry, we do not provide compensation for damage affecting 0–7% of the total order. This margin covers minor chips and transit-related breakages.
| Extent of Damage | Policy Action |
|---|---|
| 0% – 7% | Industry standard allowance; no compensation. |
| 7% – 20% | Pro-rata refund issued based on photographic evidence. |
| Over 20% | Replacement materials considered only upon full verification. |
Recommendation: To account for cuts, wastage, and potential transit damage, we strongly advise ordering 10–15% extra material for your project.
2. Essential Delivery Inspection
You (or a representative) must inspect the goods immediately upon arrival. If damage is visible, follow these steps to protect your right to a claim:
- Check: Look for crushed corners, broken straps, or disturbed packaging.
- Sign: You must sign the delivery note as “DAMAGED”.
- Document: Take clear photos of the goods while they are still on the pallet. Photos of moved or unstacked slabs may not be accepted as evidence of transit damage.
3. Reporting a Claim
All claims must be submitted in writing to sales@pavingslabsdirect.co.uk within 48 hours of delivery.
Your email must include:
- Order number and delivery date.
- Photos of the full pallet showing the identification label.
- Photos showing the damaged slabs laid out together (to clearly evidence the total quantity).
- A confirmation of the total quantity affected.
4. Specific Conditions
- Minor Chipping: Small edge or corner chips are common and often concealed during the grouting process or used for cuts. These are not eligible for compensation.
- Split Packs: Ordering individual slabs requires manual handling and repackaging, which is inherently less secure than factory-sealed pallets. By ordering a split pack, you accept the increased risk of minor chipping.
- Replacements & Disposal: We generally issue refunds rather than replacements for damage under 20%. Please note that we cannot collect damaged items; disposal is the responsibility of the customer.
Important Logistics Advice
- Do not book installers until your order has arrived and been fully checked.
- Do not install damaged products if you intend to claim; installation is deemed as acceptance of the goods.
- Moving goods to a different location after delivery may invalidate your claim.
