Returns & Refunds Policy

Effective: January 2026

This policy explains your rights when returning goods purchased from Paving UK. Your statutory rights under UK law are not affected. Please read it carefully before placing your order.

Contact us: 01782 355170 | email us here

  1. NON-FAULTY RETURNS (Change of Mind)
1.1 Your Right to Cancel

You have 14 days from the date of delivery to inform us if you wish to return non-faulty goods for a refund.

1.2 Cancellation Before Delivery

We’re unable to cancel or make changes to an order within 24 hours of the scheduled delivery date.

If you wish to cancel your order before this time, please contact us on 01782 355170 or email us here.

1.3 How to Return Non-Faulty Items

If you wish to return items within 14 days:

  1. Contact us on 01782 355170 or email us here
  2. Provide your order number and reason for return
  3. Choose your return method:
    • Collection service: £50 per pallet collection fee
    • Return to depot: FREE – deliver items to our depot yourself
1.4 Conditions for Non-Faulty Returns

Items must be:

  • Unused and in original, unopened packaging
  • In a resaleable condition
  • Accompanied by proof of purchase (such as receipt or order confirmation email)
1.5 Items That Cannot Be Returned (Change of Mind)

The following items are non-returnable for change of mind:

  • Opened paving packs: Once opened, paving products cannot be returned
  • Special orders: Items specially ordered from our suppliers
  • Bespoke or made-to-measure items: Products manufactured to your specifications
1.6 Special Orders

A special order is any item that:

  • Is not normally held in our stock
  • Must be ordered specially from our suppliers for you
  • Requires custom colours, finishes, or specifications

Special orders are non-refundable once we have placed the order with our supplier.

You may cancel a special order:

  • Before we order from supplier: Free cancellation with full refund
  • After we order from supplier: Cannot be cancelled – full payment required

Special orders can only be returned if they are faulty, damaged in transit, or we supplied incorrect items due to our error.

1.7 Refund Process

Once we receive and inspect returned items:

  • Refunds will be processed within 14 days
  • Refunds will be made to the original payment method
  • Collection fees (£50 per pallet) will be deducted from your refund
  • Original delivery charges are non-refundable
  1. FAULTY GOODS & DAMAGED DELIVERIES
2.1 If Goods Arrive Visibly Damaged

Please check your delivery before the driver leaves. If anything is visibly damaged, refuse the damaged items and call us straight away on 01782 355170 so we can arrange a replacement. No collection fee applies for damaged goods.

2.2 What is Considered Damage?

Damage includes:

  • Broken, cracked, or chipped products
  • Products with manufacturing defects
2.3 What is NOT Considered Damage

The following are not manufacturing defects and are not grounds for return:

  • Natural variation in colour, texture, or pattern
  • Minor surface imperfections typical of natural stone or porcelain
  • Differences between screen images and actual product colour
  • Efflorescence (natural white deposits on stone – this is temporary and will fade)
2.4 Faulty Goods

If goods are faulty, not as described, or not fit for purpose, please contact us:

Please report any damage within 48 hours of delivery, with photos, so we can claim from the carrier. If you find damage later, contact us within 28 days – this does not affect your statutory rights.

If you find breakage after delivery, report it within 28 days using our Report Breakage form, with at least two photos.

We will offer a refund or replacement (if available).

Your statutory rights under the Consumer Rights Act 2015 are not affected.

2.5 Natural Stone and Porcelain Variation

Natural stone and porcelain products vary in colour, texture, and appearance between production batches. This is an inherent characteristic of these materials and not a defect.

Batch Numbers:

  • Always check batch numbers when ordering additional quantities
  • Products from different batches may vary in colour and pattern
  • We cannot guarantee exact colour matching between different batches
  • We cannot guarantee stock of the same batch if a separate order is placed at a later date
  • Order sufficient quantity to complete your project in one order

Batch variation and natural colour differences are not grounds for return or refund.

2.6 Colour Variations from Images

Product colours may appear different on screen compared to the actual product. This is due to:

  • Screen calibration and display settings
  • Lighting conditions when photos were taken
  • Natural variation in the materials

We strongly recommend ordering a free sample before you buy.

Colour variation from website images is not considered a fault and is not grounds for return.

  1. YOUR STATUTORY RIGHTS

Nothing in this returns policy affects your statutory rights under UK law.

Under the Consumer Rights Act 2015, all products must be:

  • Of satisfactory quality
  • Fit for purpose
  • As described

If goods do not meet these standards, you have the right to a refund, repair, or replacement.

For independent advice on your consumer rights, visit:
www.citizensadvice.org.uk/consumer/

Paving UK
Milton Garden Products Limited trading as Paving UK. Company No. 02456221.
Registered office: The Coal Yard, Milton Road, Milton, Stoke-on-Trent, ST1 6LE.
VAT No. GB 536 8971 95.
Phone: 01782 355170 | Email: sales@pavinguk.co.uk | Website: www.pavinguk.co.uk

Effective: January 2026