You are given free access to the universalpaving.co.uk website for your own personal use, subject to these terms and conditions. You consent to these terms and conditions upon accessing this website.
These Terms apply to every sale of Goods by Universal Paving UK Ltd to a Consumer, whether you order through our website, by telephone or email, or in person at our premises. Please read them carefully before you order. If you are buying Goods wholly or mainly for the purposes of a business, these Terms do not apply to you. Our Trade Terms and Conditions of Sale apply instead, and you can ask us for a copy at any time. Nothing in these Terms excludes, restricts or reduces any right that cannot lawfully be excluded or restricted. If any provision of these Terms is inconsistent with a mandatory legal right, the legal right prevails.
This summary does not replace the full Terms below, but it tells you the things that matter.
1.1 We are Universal Paving UK Ltd, a company registered in England and Wales.
"We" or "Us" refer to UNIVERSAL PAVING UK Limited, a company with registration number 13542543.
"Customer" refers to the individual listed as the buyer of products from us in the Order Acknowledgement.
"Goods" The items you are ordering from our website or brochure.
"Registered Office" means Universal Paving UK LTD.
"Acceptance" which can take the form of a form or email emailed to you at the address you give on your entry form or a vocal acceptance over the phone.
"Custom made" means any goods that is produced to bespoke measurements, sizes, or sections that are less than the complete pallet.
Terms: these Terms and Conditions of Sale.
Working Day: Monday to Friday, excluding bank and public holidays in England.
Writing / Written: includes email, but not text messages or messages sent through social media.
2.2 Are you a Consumer? Different laws protect Consumers and business customers, so it matters which you are.
(a) Whether you are a Consumer depends on the purpose for which you are buying, not on the delivery address, whether a company name appears on the address, the type of payment card you use, or whether the Goods are being laid at a residential property.
(b) A company, LLP, partnership or other organisation is never a Consumer. A landscaper or builder buying materials to install as part of their business is not a Consumer, even if the Goods are delivered to their client's home. An individual buying paving for their own home is a Consumer even if they also run a business.
(c) If you open a trade account with us, buy at trade prices, or tell us you are buying for your business, our Trade Terms and Conditions of Sale will apply instead of these Terms. If you are in fact an individual buying for purposes wholly or mainly outside your business, tell us before you order so that we apply the correct terms. We will never treat an individual as a business customer simply to remove statutory Consumer protection.
2.3 If you buy in person at our premises, the right to change your mind in Section 25 does not apply, but all your other rights under these Terms do.
2.4 You must be at least 18 years old to place an Order.
3.1 Ordering on our website. To order, add Goods to your basket, enter your delivery and payment details, check your Order on the review page and select "Pay now" (or the equivalent button). You can check and correct any input errors at any point before you select that button. The only language offered for the Contract is English. We keep a record of each Order and will send the details of your Contract to the email address you provide (Section 23.6); you can also ask us for a copy at any time. The customer will receive an email from us acknowledging receipt of their order along with an order reference number after completing the purchase process. This does not imply that the order has been accepted, so please be aware of that.
3.2 Your Order is an offer. When you place an Order you are offering to buy the Goods at the price shown. You must make sure that the information you give us — including your name, delivery address, contact details, the products, quantities and any access information — is complete and accurate. We are not responsible for delays or costs caused by information you gave us that was wrong or missing.
3.3 Telephone and email orders. The same rules apply. We will confirm the details of your Order and these Terms to you in Writing (by email or, if you ask, by post) no later than delivery of the Goods.
3.4 We may decline an Order. Before a Contract is formed we may decline all or part of an Order, for example because of insufficient stock, an inability to deliver to your location, a payment authorisation or fraud-prevention issue, an obvious pricing or listing error, a legal or regulatory restriction, or because fulfilment would be impractical or unsafe. If we decline an Order for which you have already paid, we will refund you in full without undue delay and in any event within 14 days.
3.5 Changes to your Order. If you ask to change an Order before dispatch, we will try to help. A change may affect the price, availability, batch, delivery date or delivery charge, and is not effective until we confirm it in Writing. Once Goods have been dispatched, a change (including a change of Delivery Location) may incur additional carrier costs, which we will tell you before you commit to the change. Nothing in this Section affects your right to cancel under Section 25.
3.6 It is the client's duty to verify that all information is accurate. Any mistakes or omissions made while entering an order on the client's behalf are not our responsibility.
3.7 You undertake to hold us harmless from any loss, damages, fees, or expenses incurred by us in connection with or paid or agreed to be paid by us in settlement of any claim for infringement of any patent, copyright, design, trademark, or other industrial or intellectual property rights of any person that results from our use of any process to produce the goods in accordance with a specification provided by you.
4.1 The price is the price shown for the Goods at the time you place your Order, plus any delivery charge. Prices are shown per pack, per square metre, per piece or per item as stated on the product page; where a product is priced per square metre, the pack sizes actually supplied are as stated on the product page and may not correspond exactly to the area you require (Section 6).
4.2 Promotions. Discount codes and promotions are subject to the conditions stated with the promotion, cannot be exchanged for cash and cannot normally be combined unless stated. Buying Goods in a sale or promotion does not affect your statutory rights.
4.3 Delivery Charges. We retain the right to notify you in advance of delivery of any price increase for the goods in order to cover:
5.1 Descriptions. We take reasonable care to describe and photograph our Goods accurately. Paving and landscaping materials vary considerably in appearance, so photographs must be read together with the Written product description, the stated material characteristics, any technical information and the natural and manufacturing characteristics described in this Section 5 and in Section 6. Lighting, weather, moisture, photography, screen brightness and calibration, sealing, cleaning and the installation environment all affect how a product appears.
5.2 Natural stone. Natural stone (including sandstone, limestone, granite, slate, basalt and quartzite) is a quarried geological material, not a uniform manufactured product. No two pieces are the same. Depending on the stone, quarry, finish and processing, the Goods will include some or all of the following, which are characteristics of the material and are not defects:
5.3 Porcelain and other manufactured products. Porcelain and other manufactured Goods are more consistent than natural stone but are produced in batches. Reasonable variation can occur in shade, tone, print pattern and pattern positioning, surface texture, calibre and dimensions within applicable manufacturing tolerances. Stone-effect and wood-effect porcelain is deliberately printed with pattern variation so that tiles do not repeat; individual tiles are not intended to be identical.
5.4 Samples. Samples are supplied to show the general colour, texture, finish and character of a product. Because of natural and batch variation, a sample cannot show the full range of variation across a complete order, and the Goods you receive will differ from the sample in colour, shade, markings and texture within the range described in this Section 5. We draw this difference to your attention before you buy for the purposes of section 13 of the Consumer Rights Act 2015.
5.5 Photographs and display boards. Similarly, website photographs, installed-project images and any display boards or showroom material are illustrative of the range of the product. We draw to your attention, before you buy, that the Goods will differ from those images and displays within the range described in this Section 5.
5.6 Product-page information forms part of the Contract. Information on the product page about the main characteristics of the Goods (material, finish, nominal size, thickness, pack contents and stated suitability) forms part of the Contract.
5.7 Clearance, seconds and discounted Goods. Where Goods are sold as clearance, seconds or with a specific imperfection or characteristic clearly disclosed before you buy, you cannot later rely on that same disclosed imperfection or characteristic as a fault. All other rights are unaffected.
6.1 Nominal sizes. Unless the product page says otherwise, stated dimensions are nominal. Natural stone contains reasonable dimensional variation. There should be a +/- 5mm tolerance for natural variances in the dimensions indicated for paving made of sandstone, slate, and limestone, +/- 3mm for paving made of granite, and +/- 15mm for paving composed of cobbles and setts. "Calibrated" natural stone has been machined to improve thickness consistency but is not identical in thickness across every slab, and installers must allow for the material when preparing the bedding layer. Hand-cut, riven and tumbled products have less uniform edges than sawn or rectified products. Manufactured products may show minor dimensional or surface variation within the manufacturing tolerances of the applicable product standard. Minor variations and inconsistencies are possible in flags with a sawn edge or machine finish.
6.2 Pack coverage. The coverage stated for a pack or project pack assumes the joint width and laying pattern stated or recommended for that product. Actual coverage depends on the laying pattern, joint width, cuts, the shape of the area, the installation method and wastage.
6.3 Your measurements and our calculators. You are responsible for measuring your project. Any coverage calculator, quantity estimate or assistance we provide is based on the information you give us and is guidance, not a site survey. For most projects we recommend ordering 10–15% more than the measured area to allow for cuts, pattern selection, natural variation, cosmetic flaws, cutting errors and spare material for future repairs (more for complex layouts). This recommended allowance is not a threshold.
7.1 Different paving products are designed for different applications, such as pedestrian patios and paths, steps, pool surrounds, balconies and roof terraces, commercial areas, vehicular driveways and areas subject to unusually heavy loading. The fact that a product is suitable for one application does not mean it is suitable for every application. Each product page states the applications for which we sell that product; unless the product page (or our Written confirmation) says a product is suitable for a particular application, it is not sold for that application.
7.2 We rely on the information you supply when advising customers about the suitability of any Items for their needs. You are responsible for making sure that all information, including any relevant design, sketch, or specification, is accurate. You are also required to provide us with any necessary information regarding the Goods in a timely manner so that we can abide by these Terms.
7.3 Slip resistance and weather. All outdoor paving can become slippery when wet, icy, or contaminated by algae, moss, leaves, mud, oils, sealers or cleaning residues. No outdoor surface is slip-proof in all conditions. Any slip classification or test result we publish for a product describes performance under the relevant test conditions and is not a guarantee against slipping in real-world use. You should select, install, clean and maintain paving appropriately for its intended use.
8.1 Order the full quantity for your project at the same time. Where you place a later top-up Order, we cannot guarantee that the Goods will come from the same quarry section, production run, batch, shade, calibre, container or packaging as your earlier Order, unless we have expressly confirmed this in Writing.
8.2 If you are extending an existing area, compare the new material against the existing paving before installation and contact us before laying if it does not match acceptably. Where batch compatibility is important to you, contact us before ordering.
8.3 We always recommend bearing in mind that products for the project should be ordered together in one order due to reasons which includes but not limited to batch tone and caliber variation or natural stone colour variety and texture. We can not guarantee same batch for each individual order unless agreed in writing before accepting the order.
8.4 Samples are only offered as a representation of colour and texture; sample thickness is not always indicative of the final product.
9.1 The standard service. Unless the product page or your Order Confirmation says otherwise, delivery is a kerbside, tail-lift delivery using a manual pallet truck, made Monday to Friday by a large goods vehicle (which may be an articulated lorry). Each pallet can weigh around one tonne. The standard service does not include a crane, HIAB or mechanical offload, and the driver will not carry Goods into your property, garden or building, or up steps. The courier will deliver between the hours of 7 am and 6 pm if no special arrangements have been made. Furthermore, the delivery driver must return without finishing the delivery if you keep delivery vehicle waiting for an excessive amount of time, generally 15 mins after time of arrival.
9.2 Timescales.
(a) Stocked Goods are usually delivered within 3–5 Working Days of your Order being placed, unless a different lead time is shown on the product page or agreed with you in Writing. Lead times for Special Order Goods are shown on the product page or in your quotation and are estimates.
(b) You may request a preferred delivery date and we will try to meet it, but a requested date is not guaranteed unless we expressly agree a timed or guaranteed service in Writing (for which a charge may apply). Pallet networks can experience delays outside our control.
(c) Delivery time and the law. We will deliver within the time we have agreed with you or, if no time has been agreed, within 30 days of the Contract being formed. If we do not, and delivery by that time was essential (because of the circumstances or because you told us before ordering that it was), or we refuse to deliver, you may treat the Contract as ended and we will refund everything you have paid. Otherwise you may give us a further reasonable deadline; if we miss that, you may end the Contract and receive a full refund. Where only part of an Order is affected, you may end the Contract for that part (and for other Goods delivered under the same Order that would be of no reasonable use to you without it).
9.3 Where we deliver. We deliver to the United Kingdom. Some postcodes (for example the Scottish Highlands and Islands, Northern Ireland, the Isle of Wight, the Isle of Man, the Channel Islands and the Isles of Scilly) may attract additional charges, longer lead times or restricted services, or may not be served.
9.4 Access. The Delivery Location must be accessible to a large goods vehicle. Before processing the order you must tell us about anything that could affect access or unloading, including narrow or unmade roads, weight or width restrictions, low bridges or overhanging trees, parked cars, limited turning space, steep gradients, gated or shared access, and any time restrictions. A smaller vehicle can sometimes be requested (charges may apply) but cannot be guaranteed, and pallet weights may prevent smaller vehicles from carrying or unloading the Goods safely. The customer is responsible for making sure there is enough room for their entrance and return. Failing to comply could lead to the order being cancelled as per our returns policy.
9.5 Unloading. A manual pallet truck can only operate on a hard, level and stable surface; it cannot be used on gravel, grass, soft or uneven ground, mud or slopes. The driver will unload at the nearest safe, hard and reasonably level point that the vehicle can reach, and has final discretion about whether an unloading location is safe. Placement on a driveway or other private area is at the driver's discretion, is not guaranteed and is not part of our contractual delivery obligation. If you ask the driver to place Goods on private property, you accept the risk of marks, indentation or damage to surfaces such as block paving, resin, tarmac, drains, inspection covers or lawns that results from the weight of the Goods and the pallet truck, unless caused by the driver's negligence.
9.6 Being there. Unless you have given us authority to leave the Goods (Section 9.7), someone aged 18 or over must be present at the Delivery Location to accept and sign for the delivery. You may nominate another person (for example your installer or neighbour) to accept the Goods on your behalf.
9.7 Authority to leave (unattended delivery). Where the carrier permits it, they can leave the goods or you may ask us in Writing before dispatch for the Goods to be left without a signature. You must identify a safe, accessible unloading location. The carrier is not obliged to follow an instruction it reasonably considers unsafe, inaccessible, likely to cause damage, contrary to its policy or impractical. If we leave Goods at a location you have identified, we will record the delivery (Section 9.12); the Goods are then treated as having come into your possession and, so far as the law allows, are at your risk from that point.
9.8 Failed deliveries and redelivery. If delivery cannot be completed for a reason within your control — for example the address was wrong, an access restriction was not disclosed, no one was present when attendance was required, the Goods were refused without good reason, or the unloading area was unsafe — we may charge you the additional carrier costs we actually incur for the wasted journey, storage and redelivery (or return to us). We will tell you the amount before we rebook. No charge applies where the failed delivery was our fault or the carrier's fault.
9.9 More than one consignment. Large Orders may be delivered on more than one vehicle or on more than one day. Your cancellation period runs from delivery of the last consignment (Section 25).
9.10 Pallets and packaging. Goods are supplied on non-returnable pallets in packaging that we do not collect. You are responsible for disposing of pallets, wrapping and straps. Straps and banding may be under tension and Goods may move when packaging is cut (Section 17).
9.11 Delivery drivers and carriers. Carriers and their drivers are not our agents for any purpose other than delivering the Goods. They have no authority to vary the Contract, agree refunds, credits or replacements, give warranties, accept liability on our behalf or make binding promises about a complaint. Drivers are responsible for deciding whether access and unloading are safe. A driver's comments about the condition of the Goods or the cause of any damage may be taken into account as evidence but are not conclusive.
9.12 Proof of delivery and delivery records. We and our carriers keep records of deliveries, which may include signatures, delivery photographs, scans, timestamps, tracking data, vehicle and depot records and location data associated with the delivery, collected lawfully and processed in accordance with our Privacy Policy. These records may be used as evidence of whether, when and where a delivery took place and of the condition of the Goods on delivery. No single record overrides reliable evidence to the contrary or removes your statutory rights.
9.13 Do not book installers before the Goods arrive and have been inspected. We strongly recommend that you do not book installers, plant hire, skips or other time-sensitive services until the Goods have been delivered and inspected. Delivery networks can be delayed and we cannot control them. Losses that could reasonably have been avoided by following this recommendation will be taken into account in assessing what you can recover from us (Section 29).
9.14
The following should be done when we recognise your order confirmation:
If the aforementioned information is not provided, the delivery may be unsuccessful, and you will be responsible for additional redelivery fees.
9.15 If the goods are to be delivered to a location other than your private residence, we will bring the goods as close as is safe and is permitted by the public route. You will be responsible for adhering to all laws, fees, and requirements as well as taking any necessary actions to protect people or property. You agree to pay us back for any reasonable losses, damages, fees, or expenditures we might make in connection with such delivery, whether on a public roadway or somewhere else.
10.1 Collections are by appointment during our published opening hours from the location we confirm to you. Bring your Order number and photo identification.
10.2 You are responsible for bringing a vehicle that is suitable and legally able to carry the weight and dimensions of the Goods (allow around one tonne per pallet) and for securing the load. We may refuse to load a vehicle that we reasonably consider unsuitable, unsafe or likely to be overloaded. Loading is by forklift; you and your passengers must remain in the designated safe area while loading takes place.
10.3 Inspect the pallets before you leave. Your (or your driver's) signature on our collection note records the number of pallets collected and, unless damage is noted on it, that no visible damage was seen at collection. It does not affect your statutory rights.
10.4 Risk in the Goods passes to you when the Goods are loaded onto your vehicle or the vehicle of a carrier you have arranged (Section 11). We are not responsible for damage caused by unsafe loading that you or your carrier directed, or by unsafe securing or transport after the Goods have been handed over, unless caused by our negligence.
11.1 Risk. The Goods are at our risk until they come into the physical possession of you or of a person you have identified to take possession of them (for example your installer or a neighbour), or are left at a location you identified under Section 9.7. If you arrange your own carrier that we did not offer to you, the Goods are at your risk from the moment we hand them to that carrier.
11.2 Ownership. You own the Goods once we have received payment in full and they have been delivered to you or collected by you.
12.1 When the Goods arrive, check the number of pallets against your Order Confirmation, the product labels, and the visible condition of each pallet and its packaging. If there is visible damage, ask the driver to record "Damaged" on the proof of delivery, and photograph the pallet before you unpack it. Signing a proof of delivery without noting damage does not remove your statutory rights. Writing "unchecked" does not by itself establish that the Goods were, or were not, damaged. We recommend having someone sign for you if you are unable to check or sign for your products.
12.2 Tell us quickly. Please report visible or suspected transit damage, shortages, incorrect Goods or damaged packaging as soon as reasonably possible, and ideally within 48 hours of delivery. The 48-hour period is a recommended reporting period; a delay in reporting may, however, make it harder to establish when and how damage occurred.
12.3 What we may ask for. To investigate, we may reasonably ask for your Order number; photographs or video of the affected Goods, the pallet, the packaging and the labels or batch information; an accurate count of the affected pieces; measurements; details of the bedding, primer, grout, jointing, sealing or cleaning products used; unused examples of the material; and, where Goods have been installed, reasonable access to inspect them. For complex or disputed technical issues we may arrange or request reasonable inspection, testing or specialist assessment.
12.4 Keep the affected Goods. Where reasonably practicable, keep the allegedly defective Goods, broken pieces, packaging, pallet labels and batch information until we have reviewed your claim, and contact us before disposing of, altering or removing disputed material. If Goods are disposed of, altered or installed before we have had a reasonable opportunity to investigate, this may affect the evidence available to establish the cause of the problem, although it does not automatically remove statutory rights. If there is an immediate safety concern, make the area safe first; do not continue to use potentially unsafe material simply to preserve evidence.
12.5 Also check the description labels on the outer side of the crate to ensure you have received the right products. If you have been delivered the wrong products by mistake, we suggest you get in touch with us as quickly as possible and do not open the crate from its original packaging.
13.1 Breakage allowance. Paving, porcelain and natural stone are heavy and relatively fragile. Despite appropriate packaging, occasional transit damage occurs.
13.2 Cut pieces. Most installations need cut pieces around walls, edges, drains, steps, pillars and inspection covers. Where a damaged piece can reasonably be used for a planned cut without affecting the appearance, performance or completion of the project, we may discuss this with you as part of a practical resolution.
13.3 Natural characteristics are not damage. Characteristics described in Section 5 are not transit damage.
13.4 Resolutions. Where Goods were damaged in transit or otherwise do not conform to the Contract, the appropriate resolution depends on the quantity affected, the seriousness of the issue, whether the Goods remain reasonably usable, the availability of matching stock and the remedies provided by law. Resolutions may include replacement, refund, partial refund, price reduction, credit or another agreed solution. Because paving travels by pallet, sending a single replacement piece can cost far more than the piece itself, so we may propose a refund, price reduction or credit instead of a very small replacement consignment.
13.5 Damage after risk has passed. We are not responsible for damage that occurs after risk has passed to you and results from handling, dropping, storage, cutting, drilling, installation, incorrect bedding or mortar, incorrect cleaning, unsuitable chemicals, incorrect sealing, impact, misuse, inadequate maintenance, or work carried out by an installer or other third party. Store delivered Goods on a level surface, off wet ground and covered from rain and direct sun until they are laid; prolonged storage in wet packaging can cause staining.
14.1 INSPECT BEFORE YOU LAY. Paving must be checked before it is cut, laid, fixed, sealed or jointed. Before installation, you and your installer must check the product, colour, shade, pattern, size, thickness, finish, quantity, general condition, batch details and suitability for the intended layout. If satisfied, open several packs and, for natural stone, select pieces from different parts of the delivery and mix them as you lay to distribute natural variation; for porcelain, mix tiles from different boxes. Do not lay any piece you are not happy with. We will treat the laying, cutting, sealing or jointing of a piece as an indication that its visible appearance, size and condition were acceptable to you at that time, and this will be taken into account (together with Section 14.2) in assessing any later complaint about those visible matters. This does not remove statutory rights in respect of defects that were not reasonably apparent before installation.
14.2 If something looks wrong, stop and contact us before continuing. Where you or your installer knowingly install Goods after an issue was reasonably apparent, the cost of lifting and re-laying those Goods is a loss that could have been avoided, and this will be taken into account in assessing what you can recover from us. This does not remove statutory rights in relation to defects that were not reasonably apparent before installation.
14.3 We are a materials supplier only. You are responsible for engaging a competent installer and for ensuring that the substrate, foundation, falls and drainage are suitable; that compatible bedding, primers, adhesives, grouts and jointing products are used; that the Goods are installed in accordance with good practice and the guidance of the manufacturer of any installation product; and that porcelain and natural stone are fully bedded and primed where required.
14.4 Independent installers are not our agents. Landscapers, builders, tilers and other installers you engage are not our employees, representatives or agents, even if they recommended our products, buy from us, collected the Goods, were introduced by us or regularly work with our products. An installer cannot vary the Contract, guarantee the outcome of a claim or make commitments on our behalf unless we have expressly authorised them in Writing. This Section does not apply where we have separately contracted to provide installation services.
14.5 Our guidance is general. Any installation guide, technical note or advice we publish or give is general guidance based on typical conditions. It cannot replace a site-specific assessment by a competent installer, who must exercise their own professional judgement.
14.6 Sealers, cleaners and other treatment products. Natural stone and porcelain react differently to sealers, cleaners and treatments. Some products darken the surface, alter or enhance colour and markings, change the sheen or cause staining if applied incorrectly; acid-based cleaners will damage limestone and some other stones, and high-pressure washing can damage riven and sedimentary stone. Always follow the instructions of the product manufacturer and test on a spare piece or inconspicuous area first. We are not responsible for damage caused solely by the incorrect use of a third-party cleaning, sealing, priming, bedding, grouting or treatment product. Where the product was supplied or specifically recommended in Writing by us, this Section does not exclude any responsibility that legally rests with us.
15.1 Paving can display temporary or cosmetic changes in appearance after installation, including efflorescence (a white salt bloom), lime or salt deposits, moisture staining, temporary darkening, picture-framing or edge darkening around joints, marks caused by bedding, adhesive or jointing materials, oxidation of natural iron content, surface residues, and differences between wet and dry material. Natural stone also changes with weathering, sunlight, frost, airborne contamination and cleaning.
15.2 These effects do not, of themselves, establish that the Goods are defective. Their cause can depend on the stone, the bedding material and substrate, drainage, moisture, the installation method, the weather, and the cleaning products or sealers used. Where an appearance issue is reported, we may reasonably ask for information about the installation and the products used before determining its cause. This Section does not prevent a claim where the Goods themselves are defective.
15.3 While we try to accurately represent each product in our website photographs, variations that you will see in each crate may differ from those shown there. Please keep in mind that these are customer-submitted pictures of real products in real lighting and cannot take into account variations in real illumination, slab moisture, or any materials used during or after installation.
16.1 Goods we place on the market will comply with the product-safety and construction product requirements that apply to them. If we become aware of a material safety issue affecting Goods already supplied, we may contact affected customers with instructions, which may include stopping use, inspection, corrective action, replacement, return or recall. You must not knowingly continue to use Goods after we have told you that they may present a safety risk. A safety notice or recall does not restrict any statutory right.
16.2 Where legislation requires construction-product marking, a Declaration of Performance or other documentation for a product, we will make that information available in accordance with the applicable legal requirements (this may include CE or UKCA marking, a Declaration of Performance, technical information and manufacturer identification). Performance classifications and test results relate to the product as tested; they are not a guarantee of performance under every site condition or installation method.
Paving products are heavy. Take appropriate care when opening crates, cutting straps, lifting slabs, moving pallets, unpacking, cutting and installing. Packaging and straps may be under tension and Goods may shift when released. Use suitable gloves, footwear, eye protection and — when cutting — respiratory protection and dust suppression, and use mechanical or assisted lifting where appropriate. Do not attempt unsafe manual handling; seek professional help where necessary.
Due to the substantial weight of our products, we advise that all customers exercise extreme caution when handling or unpacking pallets. The use of appropriate lifting equipment or assistance from multiple people is strongly recommended. Please wear appropriate gloves and footwear while handling our goods.
The goods supplied are packed in wooden crates to ensure the safety of the goods. The crates may have been tightened using nails at the time of packing. Please be cautious while removing or opening the crates for your own safety.
The items should be disposed of, along with any packaging, in line with local government regulations for non-hazardous materials.
18.1 If you ask us to delay dispatch after Goods have been allocated to your Order, we may agree to hold them. Where extended holding creates additional cost, any storage charge will be clearly communicated to you and agreed before it begins to accrue.
18.2 If the order has already been dispatched or processed and you then ask to hold the delivery or delay the delivery date, we may ask for reasonable holding or storage charges.
18.3 If you ask to hold the delivery before the order is processed or shipped, 14 days have passed since the order was placed, and then due to change of mind or any other reason you wish to cancel the order, we may charge a 10% holding fee of the total order value before issuing the refund.
19.1 Unless expressly stated on the product page or in your Order Confirmation, the sale of Goods does not include a separate commercial guarantee or extended warranty in addition to your legal rights. Where we or a manufacturer do provide a separate guarantee, its terms will be supplied or made available to you, and the guarantee is in addition to, and does not replace, your statutory rights.
20.1 We may, at our discretion, offer a goodwill resolution — for example replacement Goods, credit, a discount, additional material, free transport or another solution. Unless we expressly state otherwise in Writing, a goodwill resolution is offered without admission of legal liability or that the Goods were defective, and does not waive our rights in relation to any other Order or claim. A goodwill offer may be withdrawn if it is not accepted within the period we state. Nothing in this Section affects any statutory remedy to which you are entitled.
21.1 Nothing in these Terms prevents you from exercising a legitimate right through your card issuer, payment provider or the law. If you believe there is a problem with an Order, we encourage you to contact us first so that we can investigate and resolve it.
21.2 If a payment dispute or chargeback is raised, we may provide relevant evidence to the payment provider, including Order details, payment information, communications, tracking and proof-of-delivery records, delivery photographs, signed documents, return information and other records reasonably relevant to the dispute. Knowingly making a false statement about an Order, delivery, return or payment does not create a right to a refund, and we may take steps to recover any sums lost as a result. This Section does not discourage or penalise a genuine dispute.
22.1 We are not responsible for delay in performing, or failure to perform, an obligation to the extent caused by an event outside our reasonable control, including severe weather, flood, fire, accident, road closures, strikes and industrial action, failure of a carrier or pallet network, shipping, port, container or customs delays, import or export restrictions, delays or stoppages at quarries or factories (including seasonal and monsoon-related disruption in the country of origin), epidemic, government action, and serious failure of telecommunications or IT systems.
22.2 We will tell you as soon as reasonably possible, and take reasonable steps to minimise the effect of the event. Our obligations are suspended for the duration of the event, and delivery dates are extended by a reasonable period.
22.3 If the delay means we cannot deliver within 30 days of the date we told you to expect delivery (or the event makes delivery substantially impossible), you may end the Contract for the affected Goods and we will refund everything you have paid for them. This Section does not excuse us from supplying Goods that conform to the Contract, and does not affect your rights under Section 9.2(c).
23.1 Accounts. You are responsible for keeping your login details confidential, for the accuracy of your account information and for telling us if you believe your account has been compromised. We may suspend or close an account where reasonably necessary because of suspected fraud, abuse, a security concern, unlawful activity or serious breach of these Terms; this does not affect rights or obligations under an existing Contract.
23.2 Availability. We aim to keep our website available and accurate but cannot guarantee uninterrupted access. We may suspend or restrict access for maintenance, security, updates or technical reasons. This does not affect existing Contracts.
23.3 Intellectual property. Website content — including text, product copy, photographs, designs, graphics, branding and installation guides — is owned by or licensed to us and protected by intellectual-property law. You may use it for personal, non-commercial browsing and purchasing. Commercial copying, republication or other exploitation is prohibited except where permitted by law.
23.4 Third-party links. Links to third-party websites are provided for convenience. We do not control those websites and are not responsible for their content or for any separate arrangements you make with them.
23.5 Personal data. We process personal data in accordance with our Privacy Policy and data-protection law. We share information with service providers where reasonably necessary to process payments, fulfil Orders, arrange delivery, provide customer service, prevent fraud, maintain records and comply with legal obligations. These Terms should be read alongside our Privacy Policy.
23.6 Electronic communications and Contract records. Where you order electronically or by telephone we will send Order Acknowledgements, Order Confirmations, invoices, dispatch notifications, these Terms, cancellation information and other Contract information to the email address you supplied. Make sure that address is accurate and accessible. Where the law requires contract information to be given in a durable medium, we provide it in a form you can keep, such as an email or a downloadable document. A message is treated as received when you are able to access it.
23.7 By submitting your order, you give us permission to use your personal information — including providing it to our employees and agents — for the purpose of supplying the Products. For reasons related to or connected to the fulfilment of your order, as well as for other internal accounting or compliance needs, we may disclose your information within our company network.
25.1 Who has this right. If you ordered at a distance (on our website, by telephone or by email) you have the right to cancel the Contract for any reason within 14 days, without giving a reason. This applies even if you collected the Goods from our warehouse yourself, and it applies to sample orders. It does not apply to purchases made in person at our premises.
25.2 When the 14 days run. The cancellation period ends 14 days after the day on which you, or a person you nominated (other than the carrier), take physical possession of the Goods. If the Goods in a single Order are delivered in more than one consignment, lot or piece, the period ends 14 days after the day you receive the last of them.
25.3 Goods you cannot cancel. The right to change your mind does not apply to:
(a) Bespoke Goods — Goods made to your individual specification or clearly personalised, such as cut-to-size pieces or steps, copings and edgings fabricated to your dimensions.
(b) Goods which, after delivery and by their nature, have become inseparably mixed with other items (for example loose aggregates that have been tipped and mixed).
25.4 How to cancel. Tell us by a clear statement that you wish to cancel, by email or by post to our trading address, quoting your Order number. You can use the model cancellation form in Schedule 1, but you do not have to. (A clear statement made in any other way is also effective, but may be harder for you to prove.) If you cancel by email, your cancellation is effective on the day you send it, even if we receive it later; please keep a copy, because it is for you to show that you cancelled in time. We will acknowledge your cancellation by email.
25.5 Cancelling part of an Order. You may cancel some of the Goods in an Order and keep the rest. Section 27.1 explains how the delivery charge is treated.
25.6 What happens next. If you cancel before the order is processed, we will refund you within 14 days and there is nothing more to do. If the Goods have already been delivered or collected, Section 26 explains how to return them and what it costs, and Section 27 explains your refund.
26.1 Timing. You must send the Goods back, hand them to a carrier or make them available for collection without undue delay and in any event within 14 days after the day you tell us you are cancelling.
26.2 Your own carrier. You arrange your own suitable carrier at your own cost, provided the Goods are safely palletised and delivered to the address we give you. Goods you return by your own carrier are at your risk until we receive them, so we recommend using an insured pallet service and keeping proof of dispatch.
26.3 Return them yourself. You may return the Goods, by appointment, to our Nottingham Warehouse.
26.4 Preparing the Goods for collection. Because of the weight, Goods must be safely prepared for transport. Where practical, keep and reuse the original pallet, crate and packaging. If they are unavailable or unsafe, you must ensure the Goods are securely stacked, wrapped and strapped on a suitable pallet. A carrier may refuse to collect an unsafe pallet. If a collection we arrange at your request fails because the Goods were not made safely available, agreed access was unavailable, no one was present where attendance was agreed, the pallet was unsafe or an access restriction was not disclosed, we may charge you the additional carrier cost we actually incur in arranging another collection, which we will tell you before rebooking. No charge applies where the failed collection is our fault or the carrier's fault.
26.4 Condition of the Goods and deductions. You may open packaging and handle the Goods to the extent needed to establish their nature, characteristics and how they work. Opening a pack or crate to look at the material is fine. If your handling goes further than that and reduces the value of the goods, we may deduct the amount by which their value has been reduced (up to the price you paid).
26.5 15% restocking charges apply to the value of goods and the return transport cost if we agree to arrange a collection.
27.1 What we refund. We refund the price you paid for the cancelled Goods together with the delivery charge, except that:
(a) if you chose a delivery option that cost more than our least expensive standard delivery (for example a timed, express or Saturday service), we refund only the cost of our least expensive standard delivery;
(b) we may deduct our collection charge (if you asked us to collect) and any amount by which the value of the Goods has been reduced by your handling. If we have already refunded you before we have been able to check the Goods, we may recover any such reduction in value from you afterwards.
27.2 When we refund. We make the refund without undue delay and in any event:
(a) if you cancel before the Goods are dispatched, within 14 days of the day you tell us you are cancelling;
(b) if you return the Goods yourself or by your own carrier, within 14 days of the day we receive the Goods back or, if earlier, the day you provide evidence that you have sent them back; and
(c) if we collect the Goods at your request, within 14 days of the day you tell us you are cancelling.
27.3 How we refund. We refund using the same payment method you used, unless you have expressly agreed otherwise.
28.1 If the cancellation period has expired, the Goods are not faulty and no other statutory return right applies, we may still agree to accept a return as a goodwill or commercial return. Such returns are entirely at our discretion and subject to prior agreement in Writing. We may require that the Goods are unused, uninstalled, unaltered, in resaleable condition, safely palletised and returned as complete packs, and we may apply return transport charges and a restocking charge of 25% of the price of the returned Goods. We will confirm any charges before the return is authorised. This Section does not apply where you are exercising a statutory right.
30.1 We aim to resolve complaints directly and fairly. Contact us by email or on 0115 646 3218, quoting your Order number and explaining the issue. We may ask for photographs or other reasonable information to investigate (Section 12.3). We aim to acknowledge complaints within 2 Working Days and to respond substantively within 14 days.
30.2 We are not currently a member of any trade-association dispute scheme.
31.1 Changes to these Terms. We may update these Terms from time to time. The version that applies to a Contract is the version in force when that Contract is formed, which you can identify from the version number and date at the top. We will not change the terms of an existing Contract with you without your agreement, unless the law permits or requires the change.
31.2 Order of priority. These Terms should be read together with the product page, your quotation (if any), your Order Confirmation, our delivery and returns information, our installation guidance and any specific Written terms agreed for your Order. If there is an inconsistency: (a) specific Written terms expressly agreed for your Order prevail over these Terms; (b) product-page information about the characteristics of a specific product prevails over general statements in these Terms about that characteristic; and (c) otherwise these Terms prevail over other documents. Nothing in this Section reduces your statutory rights.
31.3 Severance. If a court or competent authority finds any part of these Terms unlawful, unfair or unenforceable, that part is treated as deleted or modified to the minimum extent necessary, and the remainder continues in force. The Contract continues to bind the parties so far as it can without the unfair term.
31.4 Waiver. If we do not immediately enforce a right or delay in doing so, we have not waived it and may enforce it later. A waiver is effective only if in Writing.
31.5 Transfer. We may transfer our rights and obligations under a Contract to another organisation (for example if we restructure our business); we will tell you in Writing if this happens and it will not reduce your rights. You may transfer your rights under a Contract only with our Written consent, which we will not unreasonably withhold; you may transfer the benefit of any product guarantee to a subsequent owner of the property where the Goods are installed.
31.6 Third-party rights. No one other than you and us has any right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999. This does not affect any right or remedy of a third party that exists independently of that Act.
31.7 No partnership or agency. Nothing in these Terms creates a partnership, joint venture or agency relationship between you and us, or between us and any carrier or installer.
31.8 Language. These Terms and all communications about a Contract will be in English.
31.9 Governing law and courts. These Terms and any Contract with you are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you also have the benefit of any mandatory consumer protection under the law of the part of the United Kingdom in which you live, and you may bring legal proceedings in the courts of England and Wales or in the courts of the part of the United Kingdom in which you live. We may bring proceedings against you only in the courts of the part of the United Kingdom in which you live.
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