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Returns & Refunds

AC Pavings Co Ltd Returns & Refund Policy

We will happily issue a refund for any product purchased from us, online or on the phone, provided we are notified within 14 days from your order date, in accordance with your legal rights, and proof of purchase, subject to the following conditions:

1. The product must be returned unused and as new, in a saleable condition, and in the original product packaging, so that it can be lifted and transported safely back to our depot. The responsibility and cost for the return of the goods is that of the buyer. You will receive a full refund of the price paid, less the cost of return and restocking of the goods. Perishable goods such as cement, grouts, and jointing compounds cannot be returned.

2. If the order has been placed but not yet delivered and has been packed and ready for dispatch and you require to change or cancel the order, we will endeavour to do this, but any costs this may involve such as unpacking and repacking will be charged as extra work done. If an order has been loaded and dispatched for delivery, and you require to change or cancel the order, return delivery costs will also apply. We cannot accept cancellation of any order after a period of 28 days from receiving payment from that order, although we may allow you, at our discretion, to change your order for a different product(s) or issue a credit note, at this point. All cancellations must be made in writing by letter or email, before dispatch.

Once your order is paid for we can hold your order in stock for as long as 12 months. After this period of 12 months has passed we will do our utmost to contact you for further instructions. If we cannot contact you, or we cannot agree on further storage of the goods, we may dispose of the goods at our discretion. 

3.In the event of damaged or broken goods, we must be notified within 48 hours of the delivery. Although we try to supply your goods in a perfect condition, at the lowest possible price, sometimes there may be a small number broken in the crate. Please ensure you order a minimum of 10-15% extra to cover cutting, wastage and breakages that may occur during transport and installation. As is the stone industry norm, the first 5% of damages are not covered for any refund or replacement. Please bear in mind it is not possible to ship and transport stone paving at a reasonable cost from around the world and delivered to your doorstep without the occasional, break/scuff mark/chips.

The goods will be inspected and photographed at our depot before departure. If the goods are delivered by a courier, please inspect the goods while the driver is on site. If you suspect there is damage, please sign as damaged on arrival as this will enable a much more speedy resolution to any problems. In this case, where the courier has caused the damage, please photograph the crate/pack before removal and then each single damaged item, and also all of the damaged items together. If the courier is found to be responsible for the breakages, it is likely that they will deliver replacements, and collect the broken returns.