*Terms and Conditions
Please read our delivery, returns and refund policies below. If you have any queries, please contact us on 01329 238150 or email us at support@naturalpavingstore.co.uk
Delivery of goods to you:
Our standard delivery process is a one-man, kerbside delivery using a tail-lift and manual pallet truck to deliver onto a hard, level surface on the kerb or at roadside. Please Note: HIAB or grab lorries are not our standard delivery policy.
Each crate weighs up to 1000kg (1 Tonne) and will be moved manually with a pallet truck. Pump trucks will not move on grass, gravel, or inclines. Delivery will need to be made to a hard, flat level surface on the kerb or at the roadside.
Delivery will require clear access with space to manoeuvre and turn for an 18-tonne vehicle. Please inform Natural Paving Store or our couriers of any access restrictions at the delivery point to ensure that delivery does not fail. If the delivery fails, re-delivery or return fees will apply. Vehicles require obstacle-free access to the kerbside to be able to make the delivery. Please Note: Delivery vehicles require a different level of access to bin lorries and clear access must be left along the road whilst making delivery.
If you find that your property could have access issues and a smaller or specific vehicle is required to carry out the delivery, you will need to contact us before the date of delivery to ensure we have enough time to make any specific arrangements for your delivery. If we are not made aware and the standard vehicle (18 tonne) cannot deliver to you, your order will return to the delivering depot and rebooked with the specific arrangements made – redelivery fees will apply. Please Note: If you cancel the order once the goods have been dispatched, you will be liable for the full delivery charge.
Accepting the delivery of goods:
Please check over your goods at the time of delivery before signing the delivery note/POD. If you discover anything wrong, please sign of the delivery as ‘Damaged’. If you cannot check or sign for your goods, we advise that you have a representative available to do this on your behalf. If you need the goods to be left unsigned, please advise as soon as possible via eBay messages.
All goods must be checked for visible damages with the driver present. If you find any visible damage to the crate, such as split wood or even if the crate is leaning slightly to one side, please sign the delivery note/POD as damaged.
If you cannot see any visible damages, we urge you to open the top of the crate to check for any concealed damage to the goods. If any concealed damages are discovered, please sign the delivery note/POD as damaged.
To do this, write the work ‘Damaged’ next to your signature, whether on paper or on a handheld device. The driver may not have the delivery note/POD on them whilst manoeuvring the goods, so be sure to request this before they leave so that you can sign for the goods. We advise signing the delivery note/POD yourself and if the driver is signing on your behalf, always be sure to check that the goods are signed for as you see fit. Please note that signing as ‘Unchecked’ will not cover you for any damages discovered.
Unless otherwise stated, a signature confirms that the goods have been delivered in satisfactory condition and are free from any visible signs of damage.
Customers are not expected to check every slab upon arrival and only need to find a single case of damage to sign as ‘Damaged’. Once this is done, you have a full 72 hours in which to check the full order and raise a claim here.
Each driver has a maximum of 15 minutes per delivery for you to do this and you can request that they wait for the full duration when necessary.
It is the customer’s responsibility to ensure that the goods are signed for. Please be sure that the person receiving the delivery is familiarised with our full procedure and always ensure that you have signed the delivery note before the driver leaves. If you have any issues at the time of delivery, please contact us ASAP so that we can advise you accordingly.
We always advise accepting the delivery to avoid incurring any re-delivery or return charges.
Damaged Goods
Whilst every effort is taken to ensure that each crate is packed safely and securely, damages can occur in transit, so please be sure that you have the full amount of useable goods on-site before booking in any tradespersons or starting your project. This will allow you time to check for damage and raise a claim before your project starts and will avoid any damages holding up work.
Due to the type of material of goods for your project, damages during transit are very few and far between. Whilst we ensure all goods are wrapped and packed securely, damages can still occur therefore any damages to your order will need to be reported to us with 72 hours via eBay with supporting photographic evidence.
Due to the long distances that our products travel, some damage can occur. If your order is damaged or faulty, we may offer an exchange or refund as appropriate on accordance to the situation. If the goods have arrived damaged, we ask you to sign for them as “damaged” on arrival. It is important for you to inspect the delivery before signing/ If the delivery note is not clause, we are unable to process any claim for damages. Once delivery has taken place, we recommend that you contact us via eBay as soon as possible.
If the goods we deliver are not what you ordered, are damaged, defective or the delivery is of an incorrect quantity, we shall have no liability to you unless you notify us in writing vie eBay highlighting the issue within 72 hours of the final delivery of the goods in question. The burden of proof is on the customer to prove the item is not of satisfactory quality and a second opinion from an independent party may be necessary to provide this evidence.
We are unable to accept claims for orders that the customer has collected or arranged to have collected by a third party.
Due to the nature of the material, it is not unusual to have 1-2 damaged slabs within each crate. This is to be expected and granted you have allowed for 10% extra for cuts within your project, should not have any effect on the completion of your project. In most instances, the slabs could potentially be used for cuts within smaller areas if required.
Any slabs which are damaged can typically be used for offcuts and we recommend using any such slabs in a way where any damaged portion is discarded. This allows you to use the maximum amount of stone possible without laying anything that could be unsuitable.
We will not refund or replace tiles or slabs that fall under the minimum 5% of acceptable loss. This should be considered when placing your order as we advise that 10-15% should be added to your order to aloe for wastage and cuts. If you receive 3-4 slabs (or under 7.5% of your order) damaged, please contact us via eBay with supporting photographic evidence. We will issue a refund for the total value of the goods damaged for a successful claim. Please Note: We will not offer any free replacements.
If you have received 5-6 and above damaged, contact us via eBay with support photographic evidence. We will work with you to ensure that you are not short of completing your project. This will result in your order being recalled and a full replacement issued.
If you have reported damaged after 72 hours from receiving the goods, we are limited with the options available to help you whereby if you receive 6+ slabs damaged within your order, we will not issue free replacements.
It is the customer responsibility to process a claim before starting the installation of the project. In the event the installation has started, we are unable to issue any replacements or compensation as this is deemed as accepting the order. In this case- we will ask the customer to work with us.
In the event you wish to return your order after reporting the breakages, our return policy will still apply (Refund issued less the postage to the property and postage back to our yard)
If the goods we deliver are not what you ordered, are damaged, defective or the delivery is of an incorrect quantity, we shall have no liability to you unless you notify us in writing via eBay highlighting the issue within 72 hours of the final delivery of the goods in question. The burden of proof is on the customer to prove the item is not of satisfactory quality and a second opinion from an independent party may be necessary to provide this evidence. Should this be due to any fair, wear and tear, misuse or accidental damage, Natural Paving Store cannot be held liable.
Notwithstanding the foregoing, nothing in these terms and conditions is intended to limit any rights you might have as a consumer under applicable UK law or other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence.
Pricing
The price payable for goods that you order is set out on our website at the time of purchase. You may be required to pay extra for delivery, and it might not be possible for us to deliver to some locations. Our delivery charges are restricted delivery areas are fully detailed on our listings description.
Quotes are given based on the current price of the goods. Prices are subject to fluctuate and cannot be guaranteed. Discount codes are not valid with any other offer or discount and exclude samples and accessories. Prices and discount percentages may be rounded to the closest full number.
Product Variation
It is strongly advised to read through all product descriptions thoroughly and avoid basing ordering decisions on the images alone. We display as accurately as possible the colours and sizes of our products on our website however, each batch/shipment is unique.
The variations you will see in each crate may differ from the images displayed on our website and we do our best to display images of each product as accurately as we can.
Please be aware most images displayed on our website are from our installation projects or customer photos in natural lighting and cannot account for differences in natural lighting, moisture within the slabs or any products used during or after installation.
A natural product will often have a fine layer of dust from the quarrying process, and this can sometimes cause the slabs to look a little lighter in colour at first.
Colours will intensify and darken when the slab is wet and once laid, the stone will naturally take in moisture from the mortar bed which will help to bring out more of the natural colours. To test this, you can pour a little water onto the slabs whilst they are still in the crate which will bring out some more of the natural colours.
An allowance should be made for +/- 5mm to cover natural variations in the dimensions specified for sandstone, slate and limestone paving, +/- 2mm for granite paving and +/- 10mm for cobbles & setts.
Man-made stones are also produced in batches and can vary in colour and print from batch to batch. Products for a project should be purchased together in one order and we always advise keeping this in mind when placing a top-up order or laying an extension to an existing project.
The responsibility for the correct installation of the product lies with the customer. Products do not come with a guarantee or warranty pre or post-installation.
