Damage Allowances
In line with established practice across the stone and paving trade, a limited level of transit damage is considered unavoidable. Loss or breakage up to 0–7% of the total order quantity is not subject to compensation. Where damage falls between 7% and 20%, a partial refund will be calculated on a proportional basis, provided clear photographic evidence is supplied.
Replacement materials will only be considered where total damage exceeds 20% of the order. To safeguard against unforeseen breakages and to allow for practical cutting on site, customers are strongly advised to allow an additional 10–15% over the measured project area.
Split Pack Orders
Split packs require manual handling at our UK warehouse, including opening original factory crates and re-packing individual quantities. This process does not offer the same level of protection as sealed factory packaging and inevitably increases the risk of minor damage during transport.
Full packs are always recommended. Where a customer elects to proceed with split packs, this is treated as acceptance of the associated manual handling and transit risks.
Minor Edge or Corner Chips
Small chips to edges or corners may occur during loading, unloading or transport. These minor imperfections are not considered a valid basis for claims. They do not compromise the structural integrity of the paving and are normally concealed once the slabs are laid or used for necessary cuts and edge details.
Refunds and Replacement Policy
Where a claim is approved, reimbursement will be limited to the value of the affected items. Replacement deliveries are not normally offered due to the substantial cost of transport.
Our pricing is based on a direct-import, low-margin model, designed to keep costs as low as possible for customers. It is not feasible to maintain consistently competitive pricing while also operating a replacement-heavy service model common in high-street retail where such costs are factored into significantly higher selling prices.
For specific claim submissions, please ensure you have photographic evidence of the goods on the original pallet. Contact: sales@pavingslabsdirect.co.uk
