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Policies

Policies & Legal

Policies for Paving Direct

This page brings together our key policies in one place—clear, concise, and written in plain English. Use the menu to jump to a section, or browse below.

Last updated: 9 September 2025

Terms & Conditions

Applies to all purchases from Paving Direct (Pavestone UK Ltd).

Summary of key terms
  • All orders are subject to acceptance and availability.
  • Prices include VAT where applicable. Delivery estimates are estimates until confirmed by our courier.
  • Risk passes on delivery. Title passes on full payment.
  • Please check sizes, colours, formats and quantities before booking trades.

Privacy Policy (UK GDPR)

How we collect, use, and protect your personal data.

Data controller
Pavestone UK Ltd (trading as Paving Direct)
Purpose
To fulfil orders, provide customer support, improve services, and comply with legal obligations.
Lawful bases
Contract, Legitimate Interests, Consent (for marketing), Legal Obligation.
Retention
Kept only as long as necessary for the purposes above.
Your rights
  • Access, rectification, erasure, restriction, portability, and objection.
  • Withdraw consent for marketing at any time.
  • Lodge a complaint with the ICO.

Cookies

We use essential and analytical cookies to improve your experience.

Cookie categories
  • Essential required for site functionality (e.g., cart, checkout).
  • Performance analytics to help us improve.
  • Marketing optional, used for personalisation and offers.

Manage your preferences via our cookie banner or browser settings.

Delivery

Estimated lead time: 5–7 working days. Our freight partner will contact you to arrange a suitable delivery day.

How delivery works
  • Large items via Palletline (kerbside delivery); smaller items via DPD.
  • Couriers will contact you directly to book delivery.
  • Access: please ensure suitable road access for a large vehicle and a safe, flat off-loading area.

Returns & Refunds

Changed your mind? We accept returns of full, unopened pallets. Return haulage applies.

Summary
  • Contact Customer Support within 14 days of delivery to start a return.
  • Collections typically take 5–7 working days, subject to haulier availability.
  • Return costs start from £100 per pallet; exact charges depend on location and weight.

Warranty & Quality

We stand behind the quality of our products.

Coverage
  • Manufacturing defects covered in line with product specifications.
  • Natural stone may vary in tone and texture; this is a feature, not a fault.
  • Allow ~10% extra for cuts and breakages during installation.
How to make a claim

Email photos and quantities with your name and order number. Replacements typically take up to 8 working days.

Contact & Complaints

We’re here to help

Customer Support — Phone: 01993 764653 • Email: [email protected]

We aim to respond within one working day. For damages, include photos and quantities to speed things up.

Complaints process

We take complaints seriously. Contact us via the channels above and we’ll acknowledge and investigate promptly. If unresolved, we’ll escalate to a senior manager for review.