Delivery Return and Refund Policy- 2
Delivery, Returns
& Refund Policy
This policy explains how delivery, inspection, cancellations, returns and refunds are handled for orders placed with Paving Traders. By placing an order with us, you agree to the terms outlined below.
Delivery Options
Standard Delivery
Estimated delivery within 3–5 working days via our third-party pallet network.
Express Delivery
Estimated delivery within 1–2 working days. Order before 11:00am Monday–Thursday to qualify.
Delivery Days at a Glance
Standard
No cutoff neededOrder Monday → arrives within 3–5 working days.
Express
Order by 11:00am, Mon–ThuOrder by 11am, Monday–Thursday → arrives within 1–2 working days.
Estimates exclude bank holidays and may shift due to courier schedules, supplier availability, traffic or weather. Express orders placed on Friday do not qualify for next-day delivery and will be processed as standard delivery from the following working day.
From Yard to Kerbside
Dispatch
Orders leave our yard via a third-party pallet distribution network on a tail-lift wagon.
In Transit
Delays can happen — courier schedules, breakdowns, traffic or weather are outside our control.
Kerbside Drop
Pallets are delivered to the nearest safe roadside spot or driveway base using a pump truck.
Sign & Inspect
Someone must be present to receive and sign. Unpack and check within 72 hours.
Report an Issue
Email us with photos within 72 hours if anything's damaged, short, or wrong.
Don't book your installer yet. Delivery dates are provided in good faith only — we're not liable for labour costs, contractor fees or project delays caused by delivery delays.
Delivery Method & Access
Kerbside only. Standard delivery means the pallet is left at the nearest safe location at the roadside or bottom of the driveway, unless otherwise agreed.
Tail-lift & pump truck. Deliveries are typically made using tail-lift vehicles — large vehicles may be required.
Access is your responsibility. Ensure a hard, level surface for unloading and tell us about any access restrictions before ordering.
Someone must be present to receive and sign for the delivery on the nominated day.
Delivery Areas
Included as standard
Free delivery to most mainland UK addresses — no postcode surcharge.
Surcharge postcodes
Extra charges apply for: AB, DD, IV, KA27–28, PA20–75, PH, PO30–41. Please contact us before ordering if your postcode falls in this list.
If delivery can't be completed — no one available, restricted access, unsafe unloading, or incorrect details — the courier may return goods to depot and re-delivery charges may apply, set by the pallet network and similar to the original delivery cost.
Inspecting Your Delivery
Inspect on arrival where possible. Can't check everything on the day? Sign the delivery note as "Unchecked."
Unpack and inspect everything within 72 hours of delivery.
Report damage, shortages or issues within 72 hours to trade@pavingtraders.co.uk, with photos where possible.
This reporting window doesn't affect your statutory rights regarding faulty goods.
Natural Stone & Porcelain Variation
Every slab is a little different — and that's the point.
Natural stone and porcelain paving may vary between batches in colour, shade, texture, tone and surface appearance. Product photographs are a guide only; exact colour matching can't be guaranteed.
- Order enough material for your whole project in one go — later top-up orders may not match the original batch.
- For the best finished look, mix slabs from multiple packs while laying.
Installation Responsibility
Inspect every product before it's installed or laid, and report any visible defects or concerns beforehand. Once goods are installed or used, they're considered accepted — we can't cover removal, reinstallation, labour or contractor costs after that point.
Cancellations, Returns & Refunds
Cancel within 14 days
Consumers can cancel within 14 days of receiving goods — notify us by email at trade@pavingtraders.co.uk. If goods are already delivered, return them within 14 days of your cancellation.
Return in resaleable condition
Returned goods must be unused, in original packaging where possible, and in a resaleable condition. We reserve the right to reduce the refund if goods come back damaged or handled beyond what's needed to inspect them.
Heavy goods haulage charges
Our products are heavy, palletised building materials — returns need specialist pallet courier collection. If you cancel after dispatch or delivery, you're responsible for return transport and handling costs, which the pallet network sets and which can be significant given the weight involved.
- Where we arrange the collection, haulage cost is deducted from your refund.
- Once goods have entered the delivery network, cancellation may not be possible without incurring these charges.
Refunds within 14 days
Refunds are processed once returned goods are received and inspected. Where you exercise your statutory right to cancel, we refund within 14 days of receiving the goods back (or evidence of return), to your original payment method unless otherwise agreed.
Payments & Pricing
Klarna Refunds
Refunds for Klarna orders are processed through Klarna — once we issue it, Klarna adjusts your payment plan or returns funds to your original payment method. Any return haulage or re-delivery charges are deducted from the refunded amount first.
VAT
All prices shown on the website are inclusive of VAT unless stated otherwise.
Questions about a delivery, return or refund? Email trade@pavingtraders.co.uk or call +44 7497 338064.