Refund policy

 

At Trade Pave, we take great pride in the quality of our tiles and paving products. We understand, however, that you may occasionally need to cancel an order or return items. This policy sets out your legal rights and our step-by-step procedures for cancellations, returns, damage claims and exchanges. Our policies comply fully with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

For any requests or help, please contact our Customer Service team at trade@tradepave.co.uk.

1. Order cancellations

We work fast to get orders out quickly. Most orders are packed and dispatched the same working day, or within 6 to 12 business hours of being placed.

1.1 Cancelling before dispatch

  • If you tell us you want to cancel before your order leaves our warehouse, you will get a full refund with no deductions.
  • Because orders are processed so quickly, you must contact us by email or phone within the first few hours of placing your order.

1.2 Cancelling after dispatch

  • Once an order has left our warehouse, it cannot be stopped in transit without freight costs.
  • If you cancel, miss or refuse a delivery after dispatch, a flat return fee of £98 per pallet will be deducted from your refund to cover the cost of bringing the goods back to our warehouse.
  • Delivery fees, express or timed delivery surcharges, split delivery fees and any other extra charges are non-refundable. The return fee is deducted from the product amount.

2. Standard returns (14-day cooling-off period)

Under the Consumer Contracts Regulations, you have the right to cancel and request a return within 14 calendar days of the delivery date.

2.1 The 14 + 14 return timeline

  • Tell us within 14 days: you must notify us that you want to return the goods within 14 calendar days of delivery. Requests made after 14 days will be declined.
  • Return within a further 14 days: once you have notified us, you have another 14 calendar days to get the goods back to our warehouse.

3. Eligibility and exclusions

Because we supply heavy, fragile building materials, every return must meet the conditions below.

3.1 What can be returned

  • Returns requested within 14 days of delivery.
  • Full orders and full pallets only. We only accept returns of complete, full-pallet orders.
  • Goods must be unused, undamaged, in perfect condition and sealed in their original packaging.

3.2 What cannot be returned

  • Partial returns and leftovers: leftover tiles, loose items or part orders.
  • Missing packaging: items that have been unpacked or opened, or whose original packaging has been thrown away.
  • Bespoke or custom orders: products made, cut or altered to your own specification.
  • Perishable building materials: opened liquids, grouts, adhesives, sealants or chemicals.
  • Installed goods: products that have been laid, cut, glued or installed. Installing a product counts as full acceptance of it.

4. Return shipping fees and deductions

These are heavy freight items, so return shipping costs are your responsibility unless the product is defective.

Return option

Fee and details

Collection by Trade Pave

£98 per lift / pallet, deducted directly from your product refund

Self-arranged return

£30 restocking fee per lift / pallet, covering offloading, safety inspection and admin

5. How to return your order

5.1 Option A: we collect (£98 per lift)

  1. Send your request: email trade@tradepave.co.uk with your order number and clear photos showing the goods securely stacked, strapped and packed on their original pallet(s).
  2. Collection booked: once approved, we will arrange a freight courier to collect the pallet(s) within 2 to 3 business days.
  3. Transit: the goods usually take 3 to 4 business days to reach our central hub.

5.2 Option B: you return it (£30 restocking fee per lift)

  1. Send your request first: email trade@tradepave.co.uk before sending anything, to get return authorisation and drop-off instructions.
  2. Delivery location: goods must be delivered only to our central warehouse in Lincoln. We will give you the exact depot address when we authorise the return. Showroom drop-offs are not accepted.
  3. Transport security: you are fully responsible for the goods until they reach our warehouse. We strongly recommend an insured pallet freight service.

6. Refunds and exchanges

6.1 How refunds are processed

  • When your return reaches our Lincoln warehouse, our team will inspect the goods to check their condition, packaging and quantity.
  • Refunds are made after deducting any collection fee (£98 per pallet) or restocking fee (£30 per pallet).
  • Website orders: refunded to the original payment method (card, PayPal, etc.).
  • Showroom orders: card or cash payments made in person at a showroom must be refunded in person at the showroom, on the card terminal.
  • Bank transfers: refunded by BACS to the bank account the payment came from.

6.2 Exchanges and upgrades

If you want to swap your product for a different style, colour or specification:

  1. Return your original order using the standard process above.
  2. Once the goods have been received and inspected at our warehouse, we will issue you a credit note.
  3. Use the credit note towards your new order and pay any price difference.

If the new order is below our free delivery threshold, standard delivery charges will apply.

7. Legal liabilities and statutory rights

7.1 Statutory rights and agreement to terms

By agreeing to our terms and conditions at checkout, this policy becomes contractually binding. Nothing in it waives, excludes or restricts your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

7.2 Transport costs for heavy goods

Tiles, paving and stone are heavy, bulky and fragile, so returning them needs specialist pallet transport. Under UK consumer law, the cost of return transport is yours, except where goods are proven to be defective or wrongly supplied, as set out below.

7.3 When you pay for return transport

  • Change of mind or ordering errors: orders cancelled or returned because you prefer something else, dislike the colour or style, ordered by mistake or no longer need the materials.
  • Standard 14-day returns: goods returned in perfect, original, resaleable condition within the 14-day cooling-off period.
  • Less than 50% of the delivery damaged: tiles and paving carry some risk in transit. If under 50% of your delivery arrives damaged, we meet our legal obligation under the Consumer Rights Act 2015 by sending free replacements or refunding the broken items. If you refuse the replacements and choose to return the whole undamaged remainder, this counts as a voluntary full return and the £98 per pallet return fee applies.
  • Personal "satisfactory quality" claims: expectations of quality vary. Where products meet British and European manufacturing standards (BS EN 14411) and commercial quality controls, personal dissatisfaction is not a fault under the law, and return transport remains chargeable.
  • Natural variation and industry tolerances: natural stone and manufactured tiles naturally vary in shade, veining, texture, pattern, finish, tone and size. Batch variation is a normal characteristic, does not make a product faulty or misdescribed, and return fees apply.

7.4 When returns are free

We cover or waive all collection and handling fees only in these cases:

  • Proven manufacturing defects: where a product is independently proven to have a manufacturing fault that makes it unfit for its intended purpose.
  • Fragile goods: breakage in transit, handling damage or chips caused during unloading are not manufacturing defects. These are dealt with under our damaged goods process.
  • Misdescribed or non-conforming goods: where the item delivered is proven to differ materially from the product description or specifications given at the time of purchase.
  • More than 50% of the delivery damaged: where over 50% of the whole delivery arrives damaged, you may reject the order as a major non-conformity. We will arrange a full return, collection or replacement at no extra cost to you.

7.5 Requests made after 14 days

Any request to return, refund or exchange after the 14-day notification period is entirely at our discretion. Any late return we accept will be subject to restocking fees, handling costs and two-way freight charges.

We aim to make every cancellation, return and damage claim simple and transparent, in line with the regulations. For any questions, please contact our customer service team at trade@tradepave.co.uk.