Returns and Refunds

Our returns policy is in addition to your legal rights.

Ordering paving or flooring? Allow 10% to 15% extra for cutting and wastage. This is normal with natural stone.

If you buy a product which we deliver to you, you may cancel your order (or any part of it) for any reason before delivery or within 30 days after delivery by getting in contact with us, either by phone or email.

This is subject to the following conditions:

• The product must be unused, as new, in saleable condition and returned in the original product packaging. Please note only full packs can be returned. Bags of cementitious products i.e. adhesive, grout etc, cannot be returned as they are a perishable item.
• 30-day returns apply to standard slabs and full crates. Anything we have cut, sealed or otherwise made to your order, and seconds, cannot be returned.
• We do not charge a restocking fee.

Buyer organises their own return:

• The responsibility and cost for the return of the goods is that of the Buyer. The Company will not accept, under any circumstances, any cost for the return of, or re-packaging of, returned product or items. A refund will be issued excluding the cost of the outward delivery and the cost of return once the order has been checked off by our warehouse team, typically this is processed within 7 working days of the order being received.

Buyer instructs us to arrange collection:

• You will receive a full refund of the price paid less the cost of delivery and collection charges if we are instructed to collect your order.
• If crates / pallets weigh less than 750kgs we can use a tail-lift vehicle and this is typically £100 per crate from most areas.
• If crates weigh more than 750kgs each, the collection method will require a crane fitted lorry. In some cases this can be in excess of £250 per crate.
• Full costs will be advised at the time as its based on a number of factors. All details will be confirmed in writing before collection is organised.

Arrived damaged? If a slab arrives broken, we replace it at our cost. Tell us within 48 hours of delivery, with photos. See our Damaged Deliveries page for exactly what to do.

Cracked after fitting? See our 14-Day Crack Guarantee.

Customers must ensure that the delivery point for unloading is suitable for a tail-lift, manual pump truck method of delivery. The pump truck can only moved a short distance on a solid and level surface. It cannot be moved on soft surfaces like sand, grass, gravel etc.

By entering a sale on our website customers are appreciated to ensure that these terms are understood. If costs are incurred because the delivery company cannot carry out their delivery then these costs will be borne by the customer. In this case it would be all costs for outward and return delivery.

Please also note that failure to be at site on a day that has been prebooked for delivery could incur a redelivery charge of £60 per crate or pallet and upwards. This charge is imposed by the delivery company and we pass these charges on at cost.

If in any doubt about these terms please call our customer services team BEFORE placing your order online.