Returns Policy

At Porcelain Pavers, we strive to ensure your complete satisfaction with every purchase. However, if you are not entirely happy with your order, we offer a comprehensive returns policy to address your concerns.

1. Cancellation and Returns

If you are unsatisfied with your order, you may cancel your purchase within 7 working days from the date of delivery. To cancel your order, you must notify us in writing, either by email or post, within the 7-day window. Once your cancellation is confirmed, you will need to return the goods to us.

Please note the following:

•Condition of Returned Goods: The returned goods must be in their original condition and packaging, unused, and free from any damage or wear.

•Responsibility: You are responsible for the safe return of the goods, including all associated costs, such as shipping. We recommend using a tracked delivery service to ensure the items reach us safely.

•Refund Processing: Upon receiving and inspecting the returned goods, we will process your refund. The refund will be credited to your original payment method, minus any delivery charges incurred during the initial dispatch.

2. Damaged or Defective Items

In the unfortunate event that you receive damaged or defective items, please follow the steps below:

•Notification: You must inform us within 48 hours of delivery if your order has arrived damaged or contains defective items. This can be done via email or post.

•Replacement: We will replace the damaged or defective items at our cost. Depending on the situation, we may request photographic evidence of the damage or ask you to return the items to us. In such cases, we will cover the return shipping costs.

•Partial Order Damage: If only part of your order is damaged, our standard returns policy applies to the undamaged items. Full cancellations of partially damaged orders are subject to the same conditions as other returns.

3. Claims for Incorrect or Damaged Goods

Please note that claims for incorrect or damaged goods will not be accepted if the goods have been installed, used, or altered in any way. It is the customer’s responsibility to inspect the goods upon receipt and ensure they are satisfactory and suitable for their intended purpose before installation.

•Suitability Before Installation: Please thoroughly inspect all items upon delivery. If you have any doubts about the suitability or quality of the goods, do not proceed with installation.

•Post-Installation Issues: Any manufacturing faults or issues identified after the goods have been installed will need to be referred directly to the manufacturer. We will assist you in facilitating this process, but the resolution will ultimately be handled by the manufacturer under their warranty terms.

4. Statutory Rights

This returns policy does not affect your statutory rights under consumer law. If you have any questions or need further assistance regarding your return or any other matter, please do not hesitate to contact our customer service team.

This expanded returns policy provides clear and detailed information, covering all aspects of cancellations, returns, and dealing with damaged or defective goods. It also emphasises the customer’s responsibilities and the company’s commitment to resolving issues promptly and fairly.