Cancellations, Returns & Refunds

Order Cancellations

We aim to process orders quickly to ensure fast and reliable delivery across the UK. Because of this, orders may enter our dispatch and preparation process shortly after being placed.

Orders may be cancelled or amended before they enter our dispatch system without charge.

If an order has already entered our dispatch system, a £50 cancellation fee per pallet may apply to cover preparation and handling costs.

If an order has already been dispatched but not yet delivered, the order can no longer be cancelled. Any delivery or transport costs already incurred will be deducted from the refund.

Orders placed with express, next-day, or timed delivery services cannot be amended or cancelled, as these orders are prioritised immediately for dispatch.

Once an order has been delivered to the customer, it cannot be cancelled and will instead fall under our returns policy.

Under the UK Consumer Contracts Regulations, customers have the right to cancel eligible orders within 14 days of receiving the goods, subject to the conditions outlined below.

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Returns Policy

If you wish to return goods, you must notify us within 14 days of the delivery date.

Returns are only accepted for:

• Full unopened crates or pallets of paving

• Unopened accessories

The following items are non-returnable:

• Split packs

• Loose slabs

• Made-to-measure products

• Clearance items

• Opened packs of porcelain paving

Porcelain paving is supplied individually wrapped in protective cardboard packaging on a pallet, wrapped and banded. Once this packaging has been opened, the slabs cannot be resold as new and must be classified as seconds. For this reason, opened porcelain packs cannot be returned.

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Return Process

If you wish to return your order, please contact us at:

support@naturalpavingstore.co.uk

Our team will guide you through the return process and provide information, including pallet dimensions, weight limits, and packaging requirements.

Returns must be authorised by Natural Paving Store before goods are returned.

Customers are responsible for arranging the return transport. Due to the size and weight of paving materials, return transport costs may be significant.

Customers must ensure that goods are securely repacked for transport. If the original packaging has been opened or compromised, suitable packaging must be provided to ensure the products are safely returned.

Any damage caused during return transport due to inadequate packaging may be deducted from the refund amount.

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Restocking Charges

Returned paving products are subject to a £85 restocking fee per pallet, which will be deducted from the refund.

This fee covers the handling, inspection, repalletising, and restocking of returned goods.

For accessories, return transport costs remain the responsibility of the customer and a £10 restocking fee per item will be deducted from the refund.

In some cases, customers may find it more cost-effective to sell unwanted materials locally. Our team is happy to offer advice where possible.

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Refund Process

Returned goods must first be received and inspected at our warehouse before any refund can be issued.

If returned products are found to be damaged, used, or not in a resellable condition, the loss in value may be deducted from the refund in accordance with Consumer Contracts Regulations.

Once goods have been received and inspected, refunds are typically processed within 3–5 working days.

After the refund has been issued, it may take an additional 5–10 working days for the funds to appear in your account, depending on your bank or payment provider.

Refunds will always be issued using the original payment method used at checkout.

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Damages, Shortages & Claims

Customers must inspect all goods upon delivery and report any damage, shortages, or issues within 72 hours of delivery.

If damage is visible at the time of delivery, it must be clearly noted on the delivery receipt or handheld device provided by the driver, and photographic evidence should be taken where possible.

Products must not be installed if they are damaged or believed to be faulty. Installation of materials is considered acceptance of the goods, and we cannot accept claims for:

• Installed materials

• Labour or installation costs

• Removal or reinstallation costs

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Natural Stone Characteristics & Variation

Many of our products are manufactured from natural stone, including sandstone, slate, limestone, and granite. As these materials are formed naturally, variations in colour, shade, veining, texture, and fossil markings are normal and expected.

These characteristics are not defects, but part of the natural beauty and uniqueness of the material.

Differences may occur between:

• Individual slabs

• Packs or pallets

• Different production batches

• Product images shown online

Images on our website are provided for guidance only, and exact colour matching cannot be guaranteed.

Customers should dry lay and mix slabs from multiple packs before installation to achieve the most consistent appearance.

Reasonable variation within natural stone products does not constitute a fault or valid claim.

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Porcelain Paving Batch Variation

Porcelain paving is a precision-manufactured product, however slight shade variation between production batches may occur.

For the best visual result, we strongly recommend:

• Checking all packs before installation,

• Ensuring slabs from the same batch are used within the same area

Claims relating to shade variation, batch differences, or aesthetic appearance after installation cannot be accepted.

Customers must inspect the product prior to installation and raise any concerns before laying the paving.

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Installation Responsibility

It is the responsibility of the customer and/or their installer to ensure that all materials are checked for suitability, quantity, and appearance before installation begins.

We strongly recommend that customers:

• Inspect all paving before installation

• Mix slabs from multiple packs

• Confirm quantities are correct

• Check the matching batch numbers for porcelain paving

• Check you have received the correct Product and colour

• Follow recommended installation guidelines

Once paving has been cut, installed, or laid, it is considered accepted by the customer, and we cannot accept claims relating to:

• Product appearance

• Shade variation

• Size tolerances

• Installation method

• Labour or contractor costs

• Removal or replacement costs

Natural Paving Store cannot be held responsible for installation errors, incorrect laying methods, or issues arising from third-party contractors.

We recommend using qualified and experienced installers when laying paving products.