14 Days Returns

Our returns policy is in addition to your legal rights.

We strongly recommend that you first check the labels on the pallet against your order upon receiving the goods, as delivery companies sometimes make mistakes. Only open the packaging after confirming the items match your order. If the wrong goods are delivered and need to be returned, improper repackaging may lead to rejection by the return delivery company.

Cancelling Your Order

If you would like to cancel or amend your order you must contact us within 24 hours of placing your order by phoning 01908 973 298 or by emailing sales@stonepavingdirect.co.uk. Beyond this 24 hour period delivery / collection / administration fees may apply.

Returns and Refunds

  • If you change your mind after receiving your order you have 14 days from receipt of your order to inform our sales team. The item must be unused, as new, in saleable condition and returned in the original product packaging. Please note only full packs can be returned.
  • Once the goods are delivered to the customer, our contract with the delivery company for the order ends, and any return responsibility belongs to the customer. If the customer wishes to entrust us with the return, we are willing to assist，the following fees will be incurred. Returns will incur a total £200 fee per crate including delivery charge £85 (our free delivery prices already include the delivery cost. If a customer decides to return the products, the incurred free delivery cost will be covered by the customer), returns charge £85, and restore charge £30. If the delivery depot lacks an appropriate tail lift for pallet lifting, the responsibility for arranging a return solution falls upon the customer.
  • You will receive a refund of the price paid for your order minus the delivery and returns charges (our product prices include delivery charges). A full refund will be processed once our warehouse team have checked off the order, subject to receipt of the products in the same condition as initially provided we will process your refund within 7 working days of the order being received.
  • Full costs will be advised at the time of arranging the return. All details will be confirmed in writing before collection is organised.
  • If the original packaging has been opened or is deemed by the buyer or Stone Paving Direct to require improvement, it is the responsibility of the buyer to repack, at their cost, to allow the safe return of the goods. The Company will not accept any costs for the repacking of goods, and all returns must be packaged in a manner that ensures the safety of the pickup driver, in all circumstances.
  • Any failed collections due to non-compliance with our returns policy will incur a £75 failed collection charge to cover the costs incurred by the company in rebooking the collection.
  • Please check over your goods when you receive your delivery and if you notice any damage, sign for the goods as ‘Damaged’.
  • If you notice any damages you must contact sales@stonepavingdirect.co.uk receiving your order with your SPD order number and pictures of each of the broken items, to evidence the sale of damage. Our team will endeavour to get back to you within 48 hours.
  • Please read our checklist tab as found on each of the product pages, which details our key policies.
  • We are unable to offer any refund or replacements for items that have been installed.
  • We will refund the total value of the damaged goods for a successful claim. Please be aware that we typically do not provide free replacements.
  • During unpacking or transportation, edges or corners of slabs may get chipped. These damages are not eligible for claims. Such chips do not affect the performance of the slabs and are usually hidden once the patio is finished.