Refund policy

At Paving Central, we aim to provide high-quality paving products with clear guidance so you can order with confidence. Due to the nature of paving materials, our returns and refunds policy is designed to be fair, transparent and practical.

Please read the following carefully before placing an order.

1. Cooling-Off Period (Distance Selling)

In line with UK Consumer Contracts Regulations, customers have:

  • 14 days from the date of delivery to notify us if they wish to return eligible goods

  • A further 14 days to return the goods once a return has been approved

Please note that the customer is responsible for arranging and paying all return transport costs. Returned goods must be adequately packaged and returned in accordance with our return approval instructions.

2. Condition of Returned Goods

Returned goods must meet all of the following conditions:

  • Unused and unlaid

  • Not cut, installed, sealed or treated

  • In original packaging

  • In a resaleable condition

Installed, cut, sealed or used products are strictly non-returnable.

3. Non-Returnable Items

The following items cannot be returned or refunded:

  • Split packs (half pallets / quarter pallets)

  • Clearance or discounted items

  • Made-to-measure or bespoke products

  • Products that have been installed, cut or sealed

4. Return Approval & Shipping

  • All returns require advance approval from Paving Central

  • Customers are responsible for arranging and paying return transport

  • Returned goods must be adequately packaged and palletised

We reserve the right to refuse unauthorised returns.

5. Damages & Breakages in Transit

Paving products are heavy, fragile and often transported over long distances, involving multiple handling stages.

Important Information

  • Breakages of up to 10% are considered acceptable due to the nature of paving materials

  • This allowance forms part of our ordering guidance and the recommended over-ordering policy

Reporting Damage

  • Any damage must be reported within 24 hours of delivery

  • Customers should check goods after delivery has been received

  • If significant breakages are identified, we advise accepting the delivery, as replacements can be arranged where applicable

Claims Over 10%

If breakages exceed 10%, replacement slabs may be issued subject to:

  • Damage being reported within the 24-hour window

  • Clear photographic evidence being provided

6. Inspection Requirement

To support any damage claim, customers must provide:

  • Clear photos of the pallet

  • Photos of the damaged slabs

  • Delivery address

  • Order number

7. Click & Collect / Customer Collection

For orders collected by the customer:

  • Responsibility passes to the customer at the point of collection

  • No damage claims will be accepted once goods have left our premises

8. Refunds

  • Refunds are issued to the original payment method only

  • Refunds are processed after returned goods are received and inspected

  • Please allow up to 7 days for refunds to be completed once approved

We reserve the right to deduct costs if returned goods are:

  • Damaged

  • Poorly packaged

  • Returned in an unsatisfactory or non-resaleable condition

9. Batch & Colour Variation

  • Natural stone products naturally vary in colour, texture and tone

  • Porcelain products may vary between production batches

  • Batch variation is not grounds for return, particularly once products have been installed

  • Returned and reordered products may not match original batches

10. How to Request a Return

To request a return or report damage, please contact us with the following details:

  • Order number

  • Delivery address

  • Clear photographs (including the pallet)

  • Description of the issue

📧 Email: sales@pavingcentral.co.uk
📞 Phone: 01782 438413

11. Our Commitment

At Paving Central, we believe in doing things properly. If you are unsure about quantities, suitability or allowances before ordering, we strongly recommend contacting us — we are always happy to help you get it right first time.