Returns

• The product must be returned unused and as new, in saleable condition, and in the original product packaging.
• You are responsible for the cost and arranging the return of the goods. At our discretion, we may be able to arrange a collection for you with our current distribution network where applicable. The cost of this from £100.00 per pallet (up to 1000 kg) on a standard delivery. Price may vary depending on postcode, with more remote and distant areas tending to cost more for a collection. £POA if a Hi-Ab lorry is required
• The goods must be on the pallet exactly the same as how it was delivered, so the driver can load via a pump truck onto the vehicle.
• You are responsible for the goods until they are in our possession and have been deemed as accepted.

Please note, only full packs or unopened accessories can be returned.

Refunds

Refunds will be issued once we have received the returned goods and verified their condition, and they've been booked back into stock. This may take up to 5 working days once the goods have been received.

You will receive a full refund of the amount paid less the haulage cost. If we collect the goods for you, this collection fee will be removed from your refund amount. If there is deemed to be excessive handling, a deduction fee to restore the packaging will also be taken from the refund amount. Any damage to the goods will be deducted from the refund amount.

Handling of goods intended to be returned (excessive handling deductions)

On occasion, you, the consumer, may want to return purchased goods, for the following reasons: 

• You’re not happy with the product and wish to return it (see returns and your right to return within 14 days of delivery, with the appropriate communications made to Paving Direct).
• The pack(s) have arrived in a poor condition and are beyond use for installation purposes.
• You have identified individual breakages and wish to return the whole pack.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers have the right to return goods within the statutory 14-day cooling-off period from point of delivery. However, to comply with these regulations and ensure the resale of returned goods, we expect the following.

When the goods are delivered to the customer, it’s expected that the individual that unpacks the goods inspects for imperfections, chips and breakages, whilst retaining the original packaging.  If the decision is made to return the goods for the reasons specified above.  Then it’s expected that the products will be resecured to prevent damage, or further damage, in its original packaging and returned.

Upon receipt of the returned goods, we will assess their condition, including the state of its packaging. If significant handling and/or damage has occurred to the goods or the packaging, we reserve the right to deduct a fee of £35 from the refund to recover the costs of restoration, including the costs of further breakages to the product in transit.

If goods returned to the depot have been found to be excessively handled to a state that the product is deemed damaged or excessively damaged. An “Excessive handling fee” of £35 (per damaged Pack) will be imposed and incurred by you, the consumer.  The charge imposed will subsequently be deducted from your refund.  Customer services will be in contact to communicate the refund due when our inspection of the consignment is complete. 

The excessive handling fee will be issued to recover costs which are the actual calculated recharges that consider materials, labour, and any other associated expenses to return the goods back into their original condition.

This statement and the described fee do not affect the consumer’s statutory rights.

Returns Address

If you are returning the goods yourself, please include a covering letter / note with your full name and order number from your invoice, so we can identify the goods. Goods sent back with no information cannot be identified to the sender, which may result in a delay of your refund / credit.

Please send the goods to:

Pavestone UK Ltd

Returns

Westington Quarry, B4081

Chipping Campden

GL55 6EG

Gloucestershire

Ref (Your Name/Order Number)