Transport Damage & Claims Policy

At Paving Slabs Direct, we pack orders carefully and use palletised delivery to help protect heavy products in transit. However, due to the weight and handling involved with natural stone and porcelain paving, occasional breakages or edge chipping can happen during transport. This policy explains what to do on delivery and how damage claims are assessed.

Damages Policy

In accordance with long-established industry standards, compensation does not cover damage of up to 0–7% of the total order that may occur during transportation.

• Damage of 0–7% of the total order: not eligible for compensation.
• Damage between 7% and 20%: refunds will be issued on a proportional basis upon receipt of clear photographic evidence.
• Overall damage exceeding 20%: replacement materials will only be considered where clear photos are provided showing both the extent and scale of the damage.

To minimise potential issues arising from breakages, customers are strongly advised to order an additional 10–15% of materials based on the total project area (to allow for cuts, wastage and the possibility of transit damage).

Check Your Order on Delivery

You (or a responsible person on site) must inspect the pallet/crate and visible goods as soon as the delivery arrives. If there is obvious damage, you must mark the delivery paperwork accordingly before the driver leaves.

• Check the pallet/crate for impact damage, crushed corners, broken straps, or disturbed packaging.
• If you can see breakages, sign the delivery note as “Damaged”.
• Take photos while the goods are still on the pallet/crate and before moving items.

How to Report Damage

All damage must be reported in writing within 48 hours of delivery. Claims received after this window may not be accepted.

What to send

• Your order number and delivery date
• Photos of the full pallet/crate (showing the label)
• Photos showing the damaged packaging
• Clear photos of each damaged slab/tile (All damaged slabs on one photo)
• A brief note confirming the approximate quantity affected

Please email your claim to: sales@pavingslabsdirect.co.uk

Minor Chipping

Minor edge or corner chipping can occur during normal handling of heavy paving products. Small chips are commonly cut off during installation or concealed by jointing/edge restraints, and are not normally eligible for compensation.

Split Packs

Split packs require additional handling by UK warehouse staff, including unpacking and repackaging. This process is inherently less secure than original factory packaging and therefore increases the risk of chipping or damage during transport. For this reason, we strongly recommend purchasing full packs. If a customer chooses to proceed with split packs, this is deemed acceptance of the associated risks.

Refunds, Replacements & Disposal

Where a claim is accepted, refunds are typically issued for the value of the damaged goods in line with the thresholds above and based on the evidence provided. Replacement materials may be considered only where overall damage exceeds 20%.

Due to the nature of pallet deliveries, we are usually unable to collect damaged items. Please do not install damaged products before your claim is assessed.