IMPORTANT: These Terms apply to Consumers only. If you are buying wholly or mainly for the purposes of a trade, business, craft or profession, our separate Trade Terms and Conditions of Sale apply instead.
These Terms govern every sale of Goods by Universal Paving UK Ltd to a Consumer, whether the Order is placed through our website, by telephone or email, or in person at our premises. Please read them carefully before ordering. Nothing in these Terms excludes, restricts or reduces any right that cannot lawfully be excluded or restricted. If any provision conflicts with a mandatory legal right, that legal right prevails.
1.1 We are Universal Paving UK Ltd, a company registered in England and Wales.
1.2 You can contact us about an Order, complaint, return or cancellation using the email address or trading address above. Please quote your Order number where available.
“Consumer” an individual acting for purposes wholly or mainly outside that individual’s trade, business, craft or profession.
“Contract” the contract between you and us for the sale and purchase of the Goods.
“Delivery Location” the address or other location agreed for delivery.
“Distance Contract” a Contract concluded under an organised distance-sales system without the simultaneous physical presence of you and us, using one or more means of distance communication up to and including the time the Contract is concluded.
“Goods” the paving, tiles, stone, landscaping products, accessories or other items that we agree to supply under the Contract.
“Order” your offer to purchase Goods from us.
“Order Acknowledgement” an automated or manual message confirming that we have received your Order; it is not necessarily acceptance.
“Order Acceptance” our express Written acceptance of your Order, including a dispatch confirmation or a collection/acceptance confirmation where it clearly states that we have accepted the Order.
“Premises Purchase” a Contract concluded in person while you and we are simultaneously present at our trading premises. A non-binding enquiry, quotation or stock reservation made beforehand does not by itself make the eventual Contract a Distance Contract.
“Bespoke Goods” Goods made to your individual specification or clearly personalised, such as pieces cut or fabricated to dimensions supplied specifically by you. An ordinary split pack or partial pallet is not Bespoke merely because a full pallet has been opened.
“Special Order Goods” Goods sourced or ordered specifically for you which are not normally held as standard stock. Special Order Goods are not automatically Bespoke Goods.
“Working Day” Monday to Friday, excluding bank and public holidays in England.
“Writing / Written” email or another durable written communication that can be retained. It does not include an informal social-media message unless we expressly confirm that message by email or other durable medium.
“we / us / our” Universal Paving UK Ltd.
“you / your” the Consumer who places the Order.
2.2 Whether you are a Consumer depends on the purpose for which you are buying. A company, LLP, partnership or other organisation is not a Consumer. A landscaper, builder or installer buying materials wholly or mainly for use in their business is not a Consumer even if delivery is to a residential property. An individual buying mainly for their own home can be a Consumer even if they also operate a business.
2.3 A trade account, company name, business payment card or trade price can be evidence that a purchase is for business purposes, but does not by itself remove statutory Consumer protection from an individual who is in fact buying wholly or mainly outside their business. Tell us before ordering if there is any doubt so that the correct terms can be applied.
2.4 You must be at least 18 years old to place an Order.
3.1 Website Orders. To place an Order, add Goods to your basket, provide the requested delivery/collection and payment information, review the Order and activate the final payment/order button. You are responsible for checking the products, quantities, address, contact details and access information before submitting the Order.
3.2 Your Order is an offer. An Order Acknowledgement, payment authorisation, payment capture, stock reservation or receipt of funds does not by itself mean that we have accepted your Order. A Contract is formed only when we send an Order Acceptance or otherwise expressly confirm in Writing that we accept the Order. Where we take payment before acceptance and later decline the Order, we will refund the amount paid without undue delay.
3.3 Telephone and email Orders. The same principle applies. Any quotation or discussion is not acceptance unless we expressly say in Writing that the Order is accepted. We will provide the required Contract information on a durable medium no later than delivery or collection.
3.4 We may decline all or part of an Order before a Contract is formed, including because of insufficient or unsuitable stock, inability to supply the requested batch or quantity, inability to deliver safely or lawfully to the Delivery Location, a payment authorisation or fraud-prevention issue, an obvious pricing/listing error, a legal or regulatory restriction, or because fulfilment would be impractical or unsafe.
3.5 Changes requested by you. If you ask to change an Order before dispatch or collection, we will try to help but are not obliged to make the change. A change may affect price, availability, batch, quantity, delivery date or transport cost and is effective only when we confirm it in Writing. If Goods have already entered the carrier network or have been specially prepared, allocated or processed, we may recover additional direct costs caused by a change where the law permits and where those costs were properly disclosed or agreed.
3.6 Information supplied by you. We may rely on measurements, drawings, specifications, addresses, postcodes, contact numbers, access information and other details you provide. You are responsible for checking that information. We are not responsible for delay, failed delivery, excess or shortfall caused by inaccurate or incomplete information supplied by you, except to the extent that the problem was caused by our own breach or negligence.
3.7 Customer specifications and third-party rights. If you require us to manufacture, print, cut or otherwise produce Goods in accordance with material, designs or specifications supplied by you, you confirm that you have the right to use them. You are responsible for reasonable losses we incur as a direct result of a third-party intellectual-property claim caused by our use of your specification, except to the extent that the loss was caused by us.
4.1 The price of the Goods is the price shown or quoted when you place your Order, subject to our acceptance. Consumer prices will include VAT where required by law. Delivery, collection, special handling and other charges are shown separately where applicable.
4.2 Goods may be priced per pack, square metre, piece or item as stated on the product page or quotation. Where a product is displayed with a square-metre price but sold in fixed pack quantities, the actual quantity supplied and charged is based on the available pack configuration shown before purchase.
4.3 Promotions and discount codes are subject to the stated promotional conditions, have no cash value and cannot normally be combined unless we expressly say otherwise. A sale or promotional price does not affect statutory rights.
4.4 Delivery charges. The delivery charge will be shown at checkout, stated in a quotation or otherwise confirmed before the Contract is formed. If you later request a different service, delivery date, vehicle requirement or Delivery Location, or if additional carrier costs arise because material access or address information supplied by you was inaccurate or incomplete, we may charge the additional direct cost after telling you what it is before proceeding.
4.5 Once a Contract is formed, we will not increase the agreed price merely because our own exchange-rate, labour, raw-material or manufacturing costs increase. This does not prevent an agreed price adjustment where you request a change to the Order.
4.6 Unless we expressly agree credit terms in Writing, payment must be received in cleared funds before dispatch or collection. We may carry out reasonable fraud, identity and payment-security checks before accepting or releasing an Order.
We take reasonable care to describe and photograph our Goods accurately. Paving and landscaping materials can vary materially in appearance. Product photographs should be read together with the Written description, material characteristics, technical information and the natural/manufacturing characteristics described in these Terms. Lighting, weather, moisture, photography, screen settings, sealing, cleaning and the installation environment can all affect appearance.
Natural stone, including sandstone, limestone, granite, slate, basalt and quartzite, is a quarried geological material rather than a uniform manufactured product. No two pieces are identical. Depending on the stone, quarry, finish and processing, the following may occur naturally. Where they fall within the reasonable range expected for the particular product, finish and description, they are characteristics of the material and do not by themselves establish that the Goods are defective:
An appearance change after installation does not, by itself, identify its cause. The material, bedding and substrate, drainage, moisture, installation method, weather, cleaning, sealing and maintenance may all be relevant. If an issue is reported after installation, we may reasonably investigate those factors. This does not remove statutory rights where the Goods themselves do not conform to the Contract.
Porcelain and other manufactured Goods are generally more consistent than natural stone but are produced in batches. Reasonable variation can occur in shade, tone, print/pattern positioning, texture, calibre and dimensions within the applicable product specification or manufacturing tolerance. Stone-effect and wood-effect products are intentionally produced with pattern variation and individual tiles are not intended to be identical.
A sample shows the general colour, texture, finish and character of a product. A small sample cannot show the full range of natural or batch variation across a complete Order. The Goods supplied may therefore differ from a sample within the reasonable variation disclosed for that product. Sample thickness may not always represent the final product unless expressly stated.
Website photographs, customer project photographs, display boards and showroom displays are illustrative. The Goods supplied may differ in colour, shade, marking, texture or pattern within the disclosed natural/manufacturing range.
Photographs can also be affected by lighting, moisture and image processing.
Information stated on the product page or quotation about the main characteristics of the Goods, including material, finish, nominal size, thickness, pack contents and stated suitability, forms part of the Contract to the extent required by law.
Where Goods are expressly sold as clearance, seconds or with a particular imperfection or characteristic clearly disclosed before purchase, that disclosed matter cannot later be relied on by itself as a lack of conformity. Other statutory rights remain unaffected.
6.1 Nominal sizes. Unless the product page states otherwise, dimensions are nominal. Natural stone contains reasonable dimensional variation. As a general product description used by us, sandstone, slate and limestone may vary by approximately +/- 5 mm, granite by approximately +/- 3 mm, and cobbles/setts by approximately +/- 15 mm, unless a product page or applicable product specification states a different tolerance. "Calibrated" natural stone has been machined to improve thickness consistency but is not necessarily identical in thickness across every piece. Hand-cut, riven and tumbled products have less uniform edges than sawn or rectified products.
6.2 Manufactured products. Porcelain and other manufactured Goods may show dimensional, calibre or surface variation within the applicable specification or manufacturer declaration. A nominal size is not a promise that every batch will have the identical actual work size. If combining batches or extending an existing installation, see Section 8.
6.3 Pack coverage. Any coverage stated for a pack assumes the joint width and laying pattern stated or recommended for the product. Actual coverage depends on the laying pattern, joint width, cuts, shape of the area, installation method and wastage.
6.4 Your measurements and our calculators. You are responsible for measuring your project. Any calculator, quantity estimate or assistance we provide is based on the information you supply and is general guidance, not a site survey, design service or guarantee that a particular quantity will be sufficient. For most paving projects we recommend allowing approximately 10-15% extra for cuts, pattern selection, natural variation, cosmetic selection, cutting errors and spare material for future repairs, and more for complex layouts and damages.
7.1 Products can be suitable for different applications, including patios, paths, steps, pool surrounds, balconies, roof terraces, commercial areas or vehicular driveways. Suitability for one use does not imply suitability for another. Unless the relevant product page or our Written confirmation states that a product is suitable for a particular application, it is not sold by us for that application.
7.2 Where you ask for advice, we rely on the information you provide about the intended use, site, dimensions, loading and installation. You are responsible for ensuring that this information is accurate and complete.
7.3 We supply materials only unless we expressly agree otherwise in Writing. We do not carry out a site survey or provide structural, drainage, sub-base, foundation or installation design merely by answering product questions, supplying a quantity estimate or providing general installation guidance. Site-specific suitability should be assessed by a competent installer or other appropriate professional.
7.4 Slip resistance and weather 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 test or classification we publish describes performance under the relevant test conditions and is not a guarantee against slipping in every real-world condition. Selection, installation, drainage, cleaning and maintenance remain important.
8.1 We strongly recommend ordering the full quantity required for a project at the same time. If you place a later top-up Order, we cannot guarantee that it will come from the same quarry section, production run, batch, shade, calibre, container or packaging as an earlier Order unless we expressly confirm this in Writing.
8.2 If you are extending an existing area, compare the new material against the existing paving before installation. If the match is not acceptable to you, do not cut or lay the new material; contact us first. Where batch compatibility is important, tell us before ordering so that we can check what is reasonably possible.
8.3 We do not guarantee availability of a matching batch for future repair or extension work. Keeping suitable spare pieces from the original project is therefore recommended.
8.4 A sample is a representation of general character and is not a batch-match guarantee. Samples and later full Orders may come from different batches or quarry sections.
Unless the product page or Order Acceptance says otherwise, delivery is a kerbside tail-lift service using a manual pallet truck, normally Monday to Friday, by a large goods vehicle which may be an articulated lorry. A pallet can weigh around one tonne. The standard service does not include a crane, HIAB or mechanical placement, and the driver is not required to carry Goods into a property, garden or building or up steps. Unless a different service is confirmed, the delivery window is generally between 7:00 am and 6:00 pm.
Stocked Goods are usually delivered within 3-5 Working Days after acceptance, unless another lead time is shown or agreed. Lead times for Special Order Goods are estimates unless expressly guaranteed in Writing. You may request a preferred day and we will try to assist, but a preferred date is not guaranteed unless we expressly sell and confirm a guaranteed service.
Where the law requires delivery within an agreed time or, if no time is agreed, within 30 days of the Contract being formed, your statutory rights apply. If an agreed essential deadline is missed, or a further reasonable deadline is missed where the law requires one, you may have the right to end the Contract for the affected Goods.
We deliver to the United Kingdom. Scottish Highlands and Islands, Northern Ireland, the Isle of Wight, the Isle of Man, the Channel Islands, the Isles of Scilly and some other remote or restricted postcodes may have additional charges, longer lead times or service restrictions and may not be served by all carriers.
Before the Order is processed for delivery, you must tell us about anything that could materially affect vehicle access or unloading, including narrow or unmade roads, weight/width restrictions, low bridges, overhanging trees, parked vehicles, limited turning space, steep gradients, gates, shared access or timed restrictions. A smaller vehicle can sometimes be requested but cannot be guaranteed, and pallet weight may prevent safe carriage or unloading by a smaller vehicle.
A manual pallet truck requires a hard, level and stable surface and cannot normally operate on gravel, grass, soft/uneven ground, mud or significant slopes. The driver will unload at the nearest safe, hard and reasonably level point that the vehicle can reach. The driver has final operational discretion on safe access and unloading. Placement on a driveway or other private area is not guaranteed and is not part of our standard contractual delivery obligation.
If, at your request and where the carrier permits, Goods are moved onto private property, you accept the ordinary risk of marks or indentation caused by the weight of the pallet and pallet truck on surfaces such as block paving, resin, tarmac, drains, inspection covers or lawns, except where damage is caused by the carrier's negligence.
Unless an authorised unattended delivery has been agreed, someone aged 18 or over must be present to accept the delivery. You may nominate another person, such as an installer or neighbour, to take possession on your behalf.
Where the carrier permits unattended delivery, you may ask us in Writing before dispatch to leave the Goods at a specific safe and accessible location. The carrier is not obliged to follow an instruction it reasonably considers unsafe, inaccessible, contrary to policy, likely to cause damage or impractical. We and the carrier may record the delivery by photograph, scan, timestamp and other lawful delivery records. Nothing in this clause changes any statutory rule about when risk in Consumer Goods passes.
If delivery cannot be completed for a reason within your control, such as an incorrect address, undisclosed access restriction, non-attendance where attendance was required, refusal without a valid reason, or an unsafe unloading location, we may recover the additional direct carrier costs we actually incur for the wasted journey, waiting time, storage, return to depot, redelivery or return to us, to the extent permitted by law. We will tell you the amount before rebooking where reasonably practicable. We will not charge you for a failed delivery caused by us or the carrier.
Large Orders may arrive on more than one vehicle or more than one day. Where statutory cancellation rights apply to a single Order delivered in separate lots or pieces, the cancellation period runs as required by law from receipt of the last relevant lot or piece.
Goods are normally supplied on non-returnable pallets or in crates/packaging that we do not collect unless expressly agreed. You are responsible for safe disposal. Straps and banding can be under tension and Goods can move when packaging is cut.
Carriers and drivers are authorised to deliver the Goods but are not authorised to vary the Contract, agree refunds or credits, accept liability on our behalf or make binding promises about a complaint. A driver's comment about the condition of Goods or cause of damage may be relevant evidence but is not conclusive.
The delivery is only contracted to be delivered to kerbside and is not insured to deliver on your property. We wont be liable for any damages if you invite the driver to deliver beyond the kerbside to deliver goods onto your property.
We and our carriers may keep lawful records relating to delivery, including signatures, photographs, scans, timestamps, tracking information, vehicle and depot records, location information and communications relating to the delivery. These records may be used when investigating whether, when and where delivery occurred and the apparent condition of the pallet, packaging and Goods at the time of delivery.
Delivery photographs or a signed proof of delivery are evidence that may be taken into account but are not necessarily conclusive as to the condition of Goods that were not reasonably visible at the time.
Where a later claim is inconsistent with contemporaneous delivery photographs, carrier records, packaging condition or other reliable evidence, we may take that evidence into account when determining whether the alleged damage is likely to have occurred before or after delivery.
Nothing in this Section removes or restricts your statutory rights.
We strongly recommend that you do not book installers, plant hire, skips or other time-sensitive services until the Goods have arrived and been inspected. Pallet networks and transport services can be delayed. If a loss could reasonably have been avoided by following this warning, that will be relevant when assessing any recoverable loss, subject always to your statutory rights.
Where delivery is to a site, workplace, shared road or other location rather than an ordinary private residence, you are responsible for obtaining any permissions or site arrangements within your control and for providing a safe lawful place for delivery. We may recover reasonable direct costs caused by a failure to provide access or instructions that you were responsible for providing.
10.1 Collections are by appointment during our published opening hours from the location we confirm. Please bring the Order number and, where reasonably requested for fraud prevention, identification matching the collection details.
10.2 You are responsible for bringing a vehicle that is suitable and legally able to carry the weight and dimensions of the Goods and for securing the load after collection. We may refuse to load a vehicle that we reasonably consider unsuitable, unsafe or likely to be overloaded. Loading is normally by forklift and you must follow our yard safety instructions.
10.3 Inspect the visible condition and quantity of the pallets before leaving where reasonably possible. A signature on a collection note may record the number of pallets collected and whether visible damage was observed, but does not remove statutory rights.
10.4 Distance Contract collected from our warehouse. If the Contract was already concluded online, by telephone or email before you attended our premises, collecting the Goods from our warehouse does not by itself remove any statutory cancellation right that applies to that Distance Contract. See Section 25.
10.5 Premises Purchase - no statutory change-of-mind return. If you attend our premises and the Contract itself is concluded there in person, there is no statutory right to cancel or return non-faulty Goods merely because you change your mind, dislike the colour after purchase, ordered too much or no longer require the Goods. We may nevertheless choose to accept a discretionary return under Section 28. This clause does not affect statutory rights where the Goods are faulty, misdescribed or otherwise do not conform to the Contract.
10.6 Reservations for purchase at the yard. We may allow a non-binding stock reservation so that you can inspect and purchase Goods at our premises. A reservation is not a Contract unless we expressly accept it as one before your visit. If the Contract is only concluded when you attend and purchase at the premises, it is a Premises Purchase for the purposes of Section 10.5.
10.7 We may offer an option allowing you to reserve Goods for inspection or purchase at our premises without entering into a Contract online.
Where the website or our Written communication expressly states that a reservation is non-binding, no payment is taken and we have not otherwise accepted an Order or entered into a Contract with you before your visit, the reservation is only an arrangement to hold the relevant Goods temporarily and can be still sold to others.
If, after attending our premises, you inspect or select the Goods and you and we then enter into the Contract at our premises, that purchase is an on-premises purchase rather than a distance contract.
There is no statutory right to cancel an on-premises purchase merely because you subsequently change your mind. Any return of non-faulty Goods in those circumstances is therefore subject to our discretionary returns policy in Section 28.
This does not affect your statutory rights where Goods are faulty, damaged, misdescribed or otherwise do not conform to the Contract.
11.1 Goods remain at our risk until they come into the physical possession of you or a person identified by you to take possession of them, subject to the rules applying where you arrange your own carrier that we did not offer.
Once risk has passed, we are not responsible for new damage caused afterwards by dropping, impact, movement, handling, unsuitable storage, exposure, cutting, drilling, installation, misuse or the acts or omissions of you, your installer or another third party.
11.2 Ownership in the Goods passes to you once we have received payment in full and the Goods have been delivered to you or collected by you.
12.1 On delivery or collection, check the number of pallets against the Order details, the product/batch labels where visible, and the visible condition of the packaging. If there is visible transport damage on delivery, ask the driver to record "Damaged" where reasonably possible and photograph the pallet before unpacking. Signing without a damage notation does not remove statutory rights.
12.2 Please report visible or suspected transit damage, shortages, incorrect Goods or damaged packaging as soon as reasonably possible and ideally within 48 hours. The 48-hour period is a recommended evidence-preservation period, Delay can, however, make it more difficult to establish when and how damage occurred. It will be on the consumer to provide evidence the goods were already damaged if the damages are reported after opening the packaging beyond reasonable inspection. Where possible, your report should include photographs showing labels, products description, pallet/crate outpackaging.
12.3 To investigate a claim we may reasonably ask for the Order number; photographs or video of the Goods, pallet, packaging, labels and batch information; an accurate count of affected pieces; measurements; details of any bedding, primer, grout, jointing, sealer or cleaning product used; unused examples of the material; and, where relevant, reasonable access for inspection or specialist assessment.
12.4 Where reasonably practicable, retain the affected Goods, broken pieces, packaging, labels and batch information until we have had a reasonable opportunity to investigate. If disputed Goods are disposed of, altered, cut or installed before a reasonable investigation can take place, the available evidence may be affected. This does not automatically remove statutory rights. If there is an immediate safety concern, make the area safe first.
12.5 Check the product description and labels on the outside of the crate/pallet before substantially unpacking. If you believe the wrong Goods have been delivered, contact us promptly and keep them in their original packaging pending instructions.
12.6 We may reasonably postpone a final decision on a technical claim until information necessary to investigate the reported issue has been provided or a reasonable inspection opportunity has been given. We will not use this clause to obstruct or extinguish a statutory remedy.
12.7 Where Goods are being rejected because they do not conform to the Contract, you must make them reasonably available for collection by us in accordance with your obligations under applicable consumer law. Until collection, you must take reasonable care of the Goods and must not knowingly install, cut, drill, prime, seal, alter, use or unnecessarily continue unpacking them after the issue has become apparent. Where reasonably practicable and safe, you should keep the Goods together on the original pallet or crate and retain the original packaging, wrapping, straps, labels and batch information. If packaging has reasonably been opened in order to identify or inspect the Goods, this will not by itself affect your statutory rights. You must provide reasonable access for collection at an agreed time. Where the Goods remain at or close to the location at which they were originally delivered, we will arrange a suitable collection service.
If, after you knew or reasonably should have known that the Goods were incorrect, you unnecessarily move, dismantle, scatter, alter or place them somewhere materially more difficult or unsafe to collect, we may require reasonable cooperation to restore them to a safe and reasonably accessible collection condition. To the extent permitted by law, you may also be responsible for any additional, reasonable and evidenced collection costs caused solely by that unnecessary action. You are not entitled to impose a charge on us for providing the reasonable cooperation required to make rejected Goods available for collection.
Nothing in this Section requires you to carry out unsafe manual handling or removes or restricts your statutory rights.
Paving, porcelain and natural stone are heavy and relatively fragile materials. Appropriate packaging is used to reduce the risk of damage, but physical transit damage can occasionally occur.
Characteristics of natural stone and manufactured products properly described in Sections 5, 6 and 8 are not, merely because they are present, evidence of transit damage or a defect.
We are not responsible for damage caused after risk has passed to you by handling, dropping, impact, forklift or pallet movement, unsuitable storage, cutting, drilling, installation, incorrect bedding, incorrect mortar, incompatible products, unsuitable cleaning chemicals, sealing, pressure washing, misuse, inadequate maintenance or the acts or omissions of installers or other third parties.
Whether damage existed on delivery or occurred afterwards will be determined from the available evidence.
Where you reject Goods because they do not conform to the Contract, you must make those Goods reasonably available for collection by us, as required by applicable consumer law.
Where we supplied incorrect or non-conforming Goods for which we are responsible, we will bear the reasonable cost of their return.
You must provide reasonable cooperation with collection arrangements, including:
You are not required to carry out unsafe manual handling.
The Consumer Rights Act expressly provides that, following rejection, the consumer must make the rejected goods available for collection while the trader bears reasonable return costs. Legislation.gov.uk
Where reasonably practicable and safe, rejected Goods should remain at or reasonably close to the location at which they were delivered and should be kept together using the original pallet, crate and packaging where available.
If, after you knew or reasonably should have known that the Goods were incorrect or were being rejected, you unnecessarily dismantle, scatter, relocate, alter or place the Goods somewhere materially more difficult or unsafe to collect, we may require reasonable cooperation to restore them to a safe and reasonably accessible collection condition.
To the extent permitted by law, we reserve the right to recover any reasonable, evidenced additional collection cost or loss caused solely by that unnecessary conduct.
We will not charge you for additional collection costs caused by our own error, by the carrier, or by reasonable inspection necessary to identify the problem.
Providing ordinary and reasonable cooperation required to make rejected Goods available for collection does not, by itself, entitle you to impose an administration, inconvenience or labour charge on us.
Where we have arranged a reasonable collection but it fails solely because, for example, agreed access was unavailable, nobody was present where attendance had been agreed, the Goods had been moved to a location not reasonably accessible to the agreed collection service, or another material access restriction had not been disclosed, we may seek to recover any reasonable and evidenced additional collection cost caused by that failure, to the extent permitted by law.
No such additional charge applies where the failed collection resulted from our error or that of the carrier.
13.8 Where some, but not all, of the Goods fail to conform to the Contract and you choose to reject only part of the Order rather than exercise any right you may have to reject the whole Contract, you may reject some or all of the Goods which do not conform, but you may not reject Goods which do conform.
Where Goods form a commercial unit, the unit must be considered as a whole. A commercial unit is one where dividing the unit would materially impair the value of the Goods or the character of the unit.
Where an Order contains separately identifiable products, sizes, colours, packs or product lines, we may identify and deal with the affected Goods separately where this is consistent with your statutory rights.
A defect, breakage or non-conformity affecting part of an Order does not, by itself, establish that every other item in that Order is also defective or non-conforming.
13.9 If Goods are discarded or not recoverable due to consumer faults or intentions, we can legally recover the cost of the Goods and other relevant costs.
Before any Goods are cut, drilled, primed, sealed, fixed, laid or jointed, you and your installer must check the product, colour, shade, pattern, size, thickness, finish, quantity, apparent condition, batch information and suitability for the intended layout. You may open packaging and inspect a reasonable selection of accessible pieces where reasonably necessary to make those checks.
For the purpose of deciding whether to keep or return Goods, inspection should not go beyond what is reasonably necessary to establish their nature, characteristics and appearance. You do not normally need to dismantle an entire pallet, unpack every piece, wash, seal, prime, cut, drill or install the Goods merely to inspect them.
Once you have decided to proceed with installation, open multiple packs as appropriate and, for natural stone, mix pieces from different parts of the delivery as you lay; for porcelain, mix tiles from different boxes to distribute natural/manufactured variation.
Do not cut, prime, seal, fix, lay or joint any piece that you are not happy with. Cutting, laying, sealing or jointing can be evidence that a visible matter was considered acceptable at that time, but does not remove statutory rights in respect of a defect that was not reasonably apparent before installation.
If an issue becomes reasonably apparent before or during installation, stop and contact us before continuing. Where Goods are knowingly installed after an issue was reasonably apparent, avoidable lifting, re-laying, labour or associated costs may be taken into account when assessing recoverable loss. This does not affect rights relating to defects that were not reasonably apparent beforehand.
Unless we separately agree installation services in Writing, we supply materials only. You are responsible for engaging a competent installer and for the site, substrate, sub-base, foundation, structural loading, falls, drainage, bedding, primers, adhesives, grouts and jointing products. Goods should be installed in accordance with good practice and relevant manufacturer guidance.
Landscapers, builders, tilers and other independent installers engaged by you are not our employees, representatives or agents merely because they recommend our products, buy from us, collect Goods, are introduced by us or regularly use our products. They cannot vary our Contract or bind us to a refund, replacement or admission unless we expressly authorise them in Writing.
Any installation guide, technical note or general advice we provide is based on typical conditions and does not replace a site-specific assessment by a competent installer. Nothing in this clause excludes responsibility for advice where the law says that advice forms part of the Contract or where loss is caused by our negligence.
Natural stone and porcelain can react differently to sealers, cleaners and treatments. Some products darken surfaces, enhance colour/markings, change sheen or cause staining if applied incorrectly. Acid-based cleaners can damage limestone and other acid-sensitive stone, and aggressive pressure washing can damage some riven or sedimentary stone. Follow the treatment manufacturer's instructions and test on a spare piece or inconspicuous area first. We are not responsible for damage caused solely by incorrect use of a third-party product.
15.1 Paving may show temporary or cosmetic effects after installation, including efflorescence, lime/salt deposits, moisture staining, temporary darkening, picture-framing or edge darkening around joints, bedding/adhesive/jointing marks, oxidation of natural iron content, surface residues and differences between wet and dry material. Natural stone also changes through weathering, sunlight, frost, airborne contamination and cleaning.
15.2 These effects do not, by themselves, establish that Goods are defective. Cause can depend on the material, substrate, bedding, drainage, moisture, installation method, weather, cleaning and sealing. We may reasonably ask for installation information before determining cause. This does not prevent a claim where the Goods themselves do not conform to the Contract.
16.1 Goods we place on the market will be handled in accordance with applicable product-safety and construction-product obligations. If we become aware of a material safety issue affecting Goods already supplied, we may contact affected customers with reasonable safety instructions, inspection steps, corrective action, replacement, return or recall information. A safety notice does not restrict statutory rights.
16.2 Where applicable law requires construction-product marking, a Declaration of Performance or other documentation, we will make the required information available. Test results and classifications relate to the product and test conditions stated and do not guarantee identical 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 can shift when released. Use suitable gloves, footwear, eye protection and, when cutting, appropriate respiratory protection and dust suppression. Use mechanical or assisted lifting where appropriate and do not attempt unsafe manual handling.
Wooden crates may be secured with nails, screws, straps or other fixings. Take care when opening them. Dispose of packaging in accordance with applicable local requirements.
18.1 If you ask us to delay dispatch after Goods have been allocated to your Order, we may agree to hold them. If an extended hold will create storage or handling cost, we will tell you the charge and obtain agreement before it begins to accrue.
18.2 If Goods have already been processed, loaded or dispatched when you request a hold, diversion or new delivery date, we may recover additional direct transport, storage or handling costs that arise from your request where the law permits and the amount has been disclosed or agreed.
18.3 Any holding arrangement is subject to your statutory cancellation rights where they apply. We will not impose a percentage holding or cancellation penalty merely because a statutory cancellation right is exercised.
Unless expressly stated on the product page or in the Order Acceptance, the sale does not include a separate commercial guarantee or extended warranty beyond your legal rights. If we or a manufacturer provide a separate guarantee, its terms will be made available and it will be additional to, not a replacement for, statutory rights.
We may, at our discretion, offer a goodwill resolution such as replacement Goods, credit, discount, additional material, free transport or another solution. Unless we expressly state otherwise in Writing, a goodwill offer is made without admission of legal liability or defect and does not waive our rights concerning another Order or claim. A goodwill offer may be time-limited. Nothing in this Section affects a statutory remedy.
21.1 Nothing in these Terms prevents you from exercising a legitimate right through your card issuer, payment provider or the law. We encourage you to contact us promptly so that we can investigate any problem.
21.2 If a payment dispute or chargeback is raised, we may provide relevant evidence to the payment provider, including Order details, communications, tracking, proof-of-delivery records, photographs, signed records and return information, in accordance with applicable law and our Privacy Policy.
21.3 A payment-provider decision does not, by itself, determine the parties' underlying contractual rights. If money is reversed through a payment process but a sum remains legally due to us, we may pursue that sum and any court fees, interest or recovery costs that the law permits. We will not use this clause to penalise a genuine statutory complaint or dispute.
22.1 We are not responsible for delay or failure to perform to the extent caused by an event outside our reasonable control, such as severe weather, flood, fire, accident, road closure, industrial action, failure of a carrier or pallet network, shipping/port/container/customs delay, import/export restriction, quarry/factory stoppage, epidemic, government action or serious telecommunications/IT failure.
22.2 We will take reasonable steps to minimise the effect and will tell you where the event materially affects your Order. Any affected delivery date may be extended by a reasonable period, subject to your statutory rights concerning delivery deadlines and cancellation.
22.3 This Section does not excuse us from supplying Goods that conform to the Contract and does not exclude any statutory right that applies despite the event.
23.1 Accounts. You are responsible for keeping account/login details confidential and for keeping your information accurate. We may suspend or close an account where reasonably necessary because of suspected fraud, abuse, security concerns or unlawful activity, without affecting rights under an existing Contract.
23.2 Website availability. We aim to keep the 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 an existing Contract.
23.3 Intellectual property. Website content, including product copy, photographs, designs, graphics, branding and installation guides, is owned by or licensed to us and protected by intellectual-property law. Personal, non-commercial browsing and purchasing is permitted; commercial copying or republication requires permission unless the law permits it.
23.4 Third-party links. Links to third-party websites are provided for convenience. We do not control those sites and are not responsible for their separate content or any separate contract you make with them.
23.5 Personal data. We process personal data in accordance with our Privacy Policy and applicable data-protection law. We may share information with service providers where reasonably necessary to process payment, fulfil Orders, arrange delivery, provide customer service, prevent fraud, maintain records or comply with legal obligations.
23.6 Durable-medium Contract information. For electronic or telephone Orders we will send the Contract information, including these Terms and applicable cancellation information, by email or another medium you can retain, no later than delivery/collection where required by law. You are responsible for providing an accurate and accessible email address.
23.7 Important assurances. If you need a particular technical, batch, suitability or delivery requirement to be essential to your purchase, ask us to confirm it in Writing before ordering. This does not exclude any pre-contract statement or information that the law says forms part of the Contract.
24.1 Where Goods are lawfully rejected as faulty or non-conforming, we will bear any reasonable return cost that the law requires us to bear. The change-of-mind return-cost provisions in Sections 25-27 do not apply to a return made because Goods are non-conforming where the law places the return cost on us.
Where only some of the Goods supplied under an Order fail to conform to the Contract, your statutory rights will ordinarily apply to the affected Goods. You may not reject Goods which do conform to the Contract except where applicable law permits this, including where the affected and unaffected Goods form a commercial unit which cannot reasonably be divided without materially impairing its value or character.
Where Goods are separately identifiable, separately priced or supplied as separate packs or product lines and can reasonably be used independently, the appropriate remedy may be limited to the affected Goods, subject always to your statutory rights.
25.1 Distance Contracts. If you are a Consumer and the Contract is concluded at a distance (for example through our website, by telephone or by email) without simultaneous physical presence, you normally have a statutory right to cancel without giving a reason during the applicable cancellation period, subject to legal exceptions.
25.2 Collection does not remove a Distance Contract cancellation right. If a Contract was concluded at a distance and you later collect the Goods from our warehouse, the fact of collection does not by itself convert it into a Premises Purchase or remove an applicable statutory cancellation right.
25.3 Premises Purchases. Section 25 does not create a change-of-mind right where the Contract was actually concluded in person at our premises. See Section 10.5.
25.4 Cancellation period. For a normal sales Contract, the cancellation period ends 14 days after the day on which you, or a person nominated by you other than the carrier, take physical possession of the Goods. If a single Order is delivered in separate lots or pieces, the period ends as provided by law after possession of the last relevant lot or piece.
25.5 Exceptions. The statutory change-of-mind cancellation right does not apply where a legal exception applies, including Goods made to your individual specification or clearly personalised (Bespoke Goods) and Goods which, after delivery and by their nature, become inseparably mixed with other items. Special Order Goods are not excluded merely because we ordered them specially unless they also fall within a legal exception such as being genuinely Bespoke.
25.6 How to cancel. Tell us clearly that you wish to cancel, using email or post to the contact details in Section 1. Quote the Order number where possible. You may use the model cancellation form in Schedule 1 but do not have to. Keep evidence of sending your cancellation.
25.7 You may cancel some Goods in an Order and keep the rest where the Contract and nature of the Goods allow. Delivery-charge treatment is set out in Section 27.
25.8 Withdrawal before acceptance. Before we have accepted your offer and formed the Contract, you may withdraw your offer at any time. Where payment has been taken but no Contract is formed, we will refund it without undue delay.
25.9 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.
25.10 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.
26.1 You must send the Goods back or hand them over without undue delay and, in any event, within 14 days after the day on which you tell us that you are cancelling, unless we have agreed to collect them or another legal rule applies.
Paving, stone and tiles are heavy and normally cannot be returned by ordinary post. Where we provided the required pre-contract information that you must bear the direct return cost, you are responsible for that direct cost when cancelling for change of mind.
If you ask us to arrange collection and we agree, the collection cost will be the direct return cost previously disclosed or otherwise lawfully agreed. Remote postcodes, special-access locations, additional pallets or failed collections can cost more where this was properly disclosed or the extra cost is caused by circumstances within your control.
You may arrange a suitable carrier at your own cost where the law makes you responsible for return transport. Goods returned by your own carrier remain your responsibility until received by us, subject to any legal rule to the contrary. We recommend an insured pallet service and proof of dispatch.
You may return Goods by appointment to our Nottingham warehouse where practical. You are responsible for safe transport and unloading arrangements unless agreed otherwise.
Because of the weight of the Goods, they must be safely prepared for transport. Where practical, reuse the original pallet, crate and packaging. If those are unavailable or unsafe, the Goods must be securely stacked, wrapped and strapped on a suitable pallet. A carrier may refuse an unsafe pallet. If a collection arranged at your request fails because the Goods were not safely available, required attendance was absent or an undisclosed access restriction prevents collection, we may recover the additional direct carrier cost actually incurred, where the law permits.
You may handle the Goods only to the extent reasonably necessary to establish their nature, characteristics and functioning, broadly comparable to the handling reasonably permitted in a shop. For paving, that can include removing outer wrapping or opening packaging and inspecting a reasonable selection of accessible pieces where necessary to assess the product.
You do not normally need to dismantle an entire pallet, unpack every piece, wash, chemically clean, seal, prime, cut, drill, install or otherwise use or alter the Goods merely to decide whether to keep them. If you are considering cancellation, stop unpacking once you have enough information to make that decision.
If your handling goes beyond what is reasonably necessary and causes the Goods to lose value, we may recover the actual reduction in value, up to the price paid, to the extent permitted by law. Any deduction will be based on the actual effect of the handling, such as loss of resale value, damage, contamination, weather exposure, missing labels, loss of complete-pack status or the need to sell the affected Goods as reduced/clearance stock.
If you cancel after dispatch but before physical delivery, tell us immediately so that we can try to stop, intercept or redirect the consignment. Cancellation is not conditional on our being able to stop the carrier. Where the law makes you responsible for direct return cost and, we may recover the direct cost of bringing the Goods back. Please follow our reasonable carrier instructions so unnecessary additional transport charges are avoided. 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.
27.1 We will refund the price paid for the cancelled Goods and the cost of the least expensive common and generally acceptable standard delivery method offered for the Order. If you selected a more expensive timed, express, next-day or Saturday service, we do not have to refund the amount above the standard delivery cost.
27.2 Where permitted by law, we may deduct: (a) the actual diminished value caused by handling beyond what was reasonably necessary under Section 26.6; and (b) a direct collection/return cost where you were legally responsible for that cost and agreed that we would arrange the collection. A reasonable "restocking fee" is also applicable which is 15%
27.3 We will make the refund without undue delay and within the statutory time limit. Where you return the Goods yourself or by your own carrier, we may withhold reimbursement until we receive the Goods back or you provide evidence of having sent them back, whichever occurs first, as permitted by law.
27.4 Refunds are made using the same payment method used for the original transaction unless you expressly agree otherwise.
28.1 Where the statutory cancellation period has expired, the Contract was a Premises Purchase, the Goods are non-faulty and no other statutory return right applies, we are under no obligation to accept a change-of-mind return. We may nevertheless agree to accept one as a goodwill or commercial return. Any such acceptance must be authorised by us in Writing before the Goods are sent back.
28.2 Unless we expressly agree otherwise, Goods are eligible for a discretionary return only if they are unused, uninstalled, unaltered, clean, dry, safely palletised, in complete resaleable packs, with relevant labels/batch identification intact and in a condition reasonably suitable for resale as normal stock.
28.3 We may refuse discretionary returns of opened or incomplete packs, cut or installed Goods, Goods exposed to weather or contamination, Goods with missing batch labels, Bespoke Goods, Special Order Goods, clearance/seconds, discontinued Goods, or Goods whose shade, calibre, age or condition means they cannot reasonably be returned to normal saleable stock.
28.4 Where we agree a discretionary return, a restocking and administration charge of 25% of the price of the Goods accepted back will apply, together with the direct return/collection transport cost and any additional direct cost agreed for repacking or failed collection. We may instead agree a different commercial arrangement in Writing.
28.5 This Section does not apply where you are exercising a statutory cancellation right or a statutory remedy concerning faulty, misdescribed or otherwise non-conforming Goods. The 25% charge will not be applied to such statutory returns.
29.1 Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any Consumer right that cannot lawfully be excluded or restricted.
29.2 If we breach the Contract, we are responsible for loss or damage that is a foreseeable result of that breach or our failure to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable, was not caused by our breach, or was caused by an act or omission of you, your installer or another third party.
29.3 These Terms apply to Consumers, so we are not responsible under a Consumer Contract for losses suffered in the course of a business, such as loss of business profit, revenue, commercial opportunity or business interruption.
29.4 You must take reasonable steps to avoid or reduce loss. Without removing any statutory right, matters that may be relevant include continuing to install Goods after an apparent problem is identified, failing to give us a reasonable opportunity to investigate before disputed Goods are destroyed/altered, or booking time-sensitive installation or plant before delivery and inspection despite the warning in Section 9.13.
29.5 We are not responsible for loss caused by normal wear and tear, wilful damage, negligence by you or a third party, abnormal site conditions, failure to follow reasonable Written product instructions, misuse, unauthorised alteration or repair, unsuitable storage, or incorrect installation/maintenance, except to the extent that the loss was caused by our own breach or negligence.
29.6 Quantity estimates and general technical guidance are subject to Sections 6 and 7. Where we have not undertaken a site survey or design service, we are not responsible for a quantity shortfall/excess or site-specific problem caused by measurements, site information or installation conditions outside the scope of what we agreed to provide.
30.1 We aim to resolve complaints directly and fairly. Contact info@universalpaving.co.uk or call 0115 646 3218, quoting the Order number and explaining the issue. We may request reasonable evidence or inspection information under Section 12.3.
30.2 We aim to acknowledge a complaint within 2 Working Days and provide a substantive response within 14 days where reasonably possible. Complex technical investigations may take longer; if so, we will explain the position and provide updates.
30.3 We are not currently a member of a trade-association alternative dispute resolution scheme. Nothing in this Section prevents either party from exercising legal rights.
31.1 Changes to these Terms. We may update these Terms for future Contracts. The version that applies to your Contract is the version in force when the Contract is formed, identified by the version number and effective date. We will not retrospectively change an existing Contract without your agreement unless the law allows or requires it.
31.2 Order of priority. These Terms should be read with the applicable product page, quotation, Order Acceptance, pre-contract delivery/return information, installation guidance and any specific Written term expressly agreed for your Order. If there is an inconsistency: (a) a specific Written term expressly agreed for your Order prevails over a general term; (b) specific product-page information about that product's characteristics prevails over a general description in these Terms; and (c) otherwise these Terms prevail. Nothing in this clause reduces statutory rights or excludes information that the law requires to form part of the Contract.
31.3 Severance. If a court or competent authority decides that part of these Terms is unlawful, unfair or unenforceable, that part is to be treated as deleted or modified only to the minimum extent the law permits, while the remainder continues so far as possible.
31.4 Waiver. If we do not immediately enforce a contractual right, that does not mean we have waived it. A waiver by us is effective only where clearly confirmed in Writing.
31.5 Transfer. We may transfer our rights and obligations under a Contract to another organisation, for example as part of a business restructure, provided this does not reduce your rights. Your ability to transfer rights is governed by applicable law; we will not unreasonably withhold consent where consent is required.
31.6 Third-party rights. Except where the law provides otherwise, no person other than you and us has a right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999.
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 independent installer or carrier, beyond any authority expressly stated in these Terms.
31.8 Language. The Contract and communications concerning it will be in English.
31.9 Governing law and courts. These Terms and the Contract are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you retain the benefit of any mandatory Consumer protection applicable where you live and may bring proceedings in the courts available to you under applicable law. We will bring proceedings against a Consumer only in a court permitted by applicable law.
Complete and return this form only if you wish to cancel a Distance Contract and prefer to use the model form. You may instead cancel by any clear statement permitted by Section 25.6.
To: Universal Paving UK Ltd, A4 Chris Allsop Industrial Park, Road No. 2, Nottingham, NG4 2JR — info@universalpaving.co.ukI/We hereby give notice that I/We cancel my/our Contract of sale of the following Goods:
| Ordered on / received on | |
|---|---|
| Name of Consumer(s) | |
| Address of Consumer(s) | |
| Order number | |
| Signature of Consumer(s) (only if this form is notified on paper) | |
| Date |
