For orders completed online, by telephone or by email, you normally have 14 days after receiving the Goods to tell us you wish to cancel, then a further 14 days to return them.
Buy Online & Collect is still a distance purchase if the Contract was completed before collection. If the Contract itself is completed at our Nottingham yard, there is no statutory right to return non-faulty Goods simply because you change your mind.
The statutory cancellation right does not apply to genuinely made-to-measure or clearly personalised Goods, or where another legal exception applies.
Once an order has been dispatched from our warehouse, it cannot be stopped in transit without incurring freight costs.
If you choose to cancel, miss, or refuse delivery after dispatch, a flat return shipping fee of per pallet will be deducted from your final refund to cover the transport costs of returning heavy goods back to our warehouse. This is generally £100 per pack.
Email info@universalpaving.co.uk with your Order number. No reason is required for a valid statutory cancellation.
Paving and tiles are heavy palletised Goods. Where disclosed before purchase, the direct cost of a change-of-mind return is your responsibility. You may use a suitable insured pallet carrier or ask us to arrange a collection where available.
Partial Returns & Leftovers: We do not accept returns for leftover tiles, loose items, or partial orders.
Goods must be securely palletised and reasonably accessible for collection. Reasonable inspection is allowed, but if handling goes beyond what is necessary and causes an actual loss in value, we may deduct that diminished value where the law permits.
Return Delivery Window: Once you have notified us, you have a further 14 calendar days to ensure the goods are returned back to our warehouse facility.
We refund the price of the cancelled Goods plus the cost of our least expensive standard delivery option. Premiums for upgraded, timed, express or Saturday delivery are not refunded above the standard-delivery amount.
Where you return the Goods yourself, we may wait until they are received back, or you provide evidence of return, before refunding where the law permits. Refunds are made within the applicable legal time limit and normally to the original payment method. A 15% restocking fee will apply.
These are not change-of-mind returns. Your statutory rights apply and no change-of-mind restocking charge applies.
Please inspect your delivery promptly. Visible or suspected transit damage, shortages, damaged packaging or incorrect Goods should preferably be reported within 48 hours, with photographs where possible. This is an important reporting and evidential period, not a deadline that removes statutory rights.
If an issue is apparent, stop unnecessary unpacking and do not cut or install the affected Goods. Where practical, keep the Goods, packaging, labels and batch information so we can investigate.
Where Goods are validly rejected, you must make them reasonably available for collection and provide reasonable access. Where we are responsible, we bear the reasonable return cost as required by law. Remedies may include repair, replacement, price reduction or refund depending on the circumstances and your statutory rights.
Where only part of an Order is affected, the affected Goods may be dealt with separately from conforming Goods where the law permits.
Subjective "Satisfactory Quality" Claims:
Quality expectations vary between individuals. Where products meet British and European manufacturing standards (BS EN 14411) and commercial quality controls, subjective dissatisfaction does not constitute a fault under law. Return transport costs remain chargeable to the customer.
If you have no statutory return right - for example, the 14-day cancellation period has expired or the purchase was completed at our yard - we are not obliged to accept a return.
If we agree in writing to accept one, Goods must normally be unused, uninstalled, unaltered, in complete packs, safely palletised and reasonably suitable for resale. A 25% restocking and administration charge may apply, together with return transport.
We may refuse discretionary returns of bespoke, clearance, discontinued, incomplete/opened, installed, cut, altered, weathered or contaminated Goods, Special Order Goods, or stock whose batch, shade or calibre makes normal resale impractical. This does not apply where you are exercising a statutory right.
If you wish to swap your product for a different style, color, or specification: Complete the standard return process outlined above for your original order.
Once the original items are returned, inspected, and received at our warehouse, we will issue you an internal Credit Note.
You can apply this Credit Note toward your new order and pay any remaining price difference.
Note: If the replacement order value falls below our complimentary delivery threshold, standard re-delivery freight charges will apply.
Before completing the refund, we must receive the items and examined.
Any products that are returned damaged will be subtracted from the total amount of the refund.
Once the products have been received, the verification and refund processes normally take 2 to 5 working days to complete.
Depending on your bank and the payment method you used, it could take another 2–5 days for a refund to appear in your account after it has been processed.
Once the products have been received and inspected, refund requests will be handled in order of priority.
* Holding Request - A 10% holding fee might be charged on the total order amount. If you requested us to have your order held and 4 weeks have gone from the date of order confirmation.
