Damage Policy

Damages & Anti-Fraud Policy

Paving and Slabs Ltd

At Paving and Slabs Ltd, we take every possible step to ensure your order is securely packed, palletised, and delivered in pristine condition. However, due to the heavy, rigid, and naturally fragile composition of porcelain and natural stone, a minor percentage of structural fracture or edge chipping can happen during long-haul transit. Our policies strictly reflect standard UK paving industry rules to protect against unmerited claims and fraudulent behavior.

Strict Damage Thresholds & Compensation Caps

• Damage Under 10% (Zero Liability): Structural breakage, cracking, or corner chipping affecting up to 10 percent of the total order volume is considered standard transport allowance within the construction sector. Under no circumstances will a customer receive a refund, discount, or credit for breakages falling below this 10% threshold, nor will any returns be accepted.
• Damage Between 10% and 20%: If verified damage falls within this bracket, a proportional, pro-rata refund will be issued exclusively for the specific materials exceeding the initial 10% allowance.
• Damage Exceeding 20%: Replacement materials will only be organized or assessed where verifiable transit structural damage exceeds 20% of the entire order shipment.

Mandatory Delivery Evidence & Video Proof Requirement

To eliminate post-delivery fraud, staging, or handling damage caused by onsite builders and third parties, the company enforces a zero-exception evidentiary standard:

Zero-Tolerance Policy on Intimidation, Harassment, and False Legal Threats

We operate transparently and within UK commercial law. We maintain a zero-tolerance policy against manipulative trade practices, coercion, and buyer fraud.

• Demands for Loose or Single Slabs: Paving and Slabs Ltd operates strictly on a wholesale and full/pre-split pack distribution model. We do not sell individual loose slabs under any circumstances. Any customer who aggressively attempts to force, coerce, or pressure our customer service staff into dividing packs or supplying single loose units will have their communication lines permanently closed, and such actions will be handled formally as targeted operational harassment.
• False Legal Coercion & Mental Torture: If a customer threatens litigation, threatens to initiate a fraudulent credit card chargeback, or promises to launch false legal cases in scenarios where transit damage is safely under the 10% industry-standard threshold, this behavior will be classified as bad-faith coercion and deliberate mental harassment against our corporate staff.
• Counter-Litigation Countermeasures: In cases where a customer issues malicious legal threats or attempts to file bad-faith lawsuits for damages that fall underneath our accepted 10% industry terms, Paving and Slabs Ltd is fully prepared and liable to initiate immediate, aggressive counter-legal proceedings. We will pursue civil cases for defamation, breach of online contract, and business-disruption mental harassment to the maximum extent of the law.

Recommended Extra Allowance

To completely avoid installation delays or structural constraints caused by corner cuts, perimeter shaping, or basic transit fractures, we strongly advise ordering a baseline **10% to 15% surplus allowance** relative to your total architectural square meterage. This prevents shortfalls and ensures your landscaping crew has adequate material coverage without waiting on secondary logistical drops.

Split Packs Warning

Opting for split packs requires our warehouse teams to physically open, separate, and repack custom structural stone lines. Because broken factory-sealed units lose their native compressional security, split pack allocations carry an inherently elevated risk of edge chipping or transit wear. Choosing custom split formats explicitly constitutes consumer acceptance of this logistical vulnerability.

Minor Chipping

Minor surface abrasions, micro-chipping on riven stone edges, or shallow corner flecks are completely normal phenomena during international freight handling. These superficial occurrences do not degrade the structural integrity, long-term strength, or Frost-Resistance ratings of the paving. Slabs featuring minor border imperfections should be set aside by your installer and systematically used for corner cuts, edge margins, or drainage adjustments across the patio perimeter.

Refunds and Replacement Policy

When a legitimate, video-proven damage claim is formally accepted by our claims department, we will issue a cash or card refund reflecting the exact pro-rata value of the qualifying broken stock.

Please note that free material redeliveries are not supplied for minor breakage volumes due to the exceptional haulage expenses and narrow commercial margins on clearance stock. By keeping our baseline prices highly discounted, we distribute the savings directly to the consumer, making the 10% cutting allowance model standard for all completed sales.

Reporting Timelines

All qualifying transit discrepancies or structural faults must be explicitly reported via email within **24 hours of delivery drop**, supported by your uninterrupted unpacking video and direct palette photography. Claims filed after materials have been handled, moved around site, or installed by builders will be definitively rejected without exception.