These Terms and Conditions are the standard terms for the sale of goods Natural Paving Store Registered in England under number 12801211 whose registered address is Building 6000, Langstone Technology Park, Langstone Road, Havant, Hampshire, England PO9 1SA and whose main trading address is Unit 1-2 Northern Galleries, Fort Fareham Ind Est, Fareham, Hampshire. PO14 1AH.
1. Definitions and Interpretation
In these Terms and Conditions, unless the context otherwise requires, the following expressions have the following meanings:
“Business Day” means, any day other than a Saturday, Sunday or bank holiday;
“Calendar Day” means any day of the year;
“Commercial Unit” means a delivery of Goods, the character and/or value of which would be materially impaired if divided;
“Contract” means the contract for the purchase and sale of Goods, as explained in Clause 3;
“Goods” means the goods which are to be supplied by Us to you as specified in your Order (and confirmed in Our Order Confirmation);
“Month” means a calendar month;
“Price” means the price payable for the Goods;
“Special Price” means a special offer price payable for Goods which We may offer from time to time;
“Order” means your order for the Goods;
“Order Confirmation” means Our acceptance and confirmation of your Order as described in Clause 3;
“We/Us/Our” means Natural Paving Store, a Limited Company registered in England under number 12801211 whose registered address is Building 6000, Langstone Technology Park, Langstone Road, Havant, Hampshire, England, PO9 1SA and whose main trading address is Unit 1-2 Northern Galleries, Fort Fareham Ind Est, Fareham, Hampshire, PO14 1AH.
2. Information About Us
• Natural Paving Store is a Private Limited Company registered in England under number 12801211.
• Our VAT number is 379940342
3. The Contract
• These Terms and Conditions govern the sale of goods by Us and will form the basis of the Contract between Us and you. Before making your Order, please ensure that you have read these Terms and Conditions carefully. If you are unsure about any part of these Terms and Conditions, please ask Us for clarification.
• Nothing provided by Us including, but not limited to, sales and marketing literature, price lists and other documents constitutes a contractual offer capable of acceptance. Your Order constitutes a contractual offer that We may, at Our discretion, accept.
• A legally binding contract between Us and you will be created upon Our acceptance of your Order, indicated by Our Order Confirmation. Order Confirmations will be provided in writing.
• We shall ensure that the following information is given or made available to you prior to the formation of the Contract between Us and you.
o The main characteristics of the Goods;
o Our identity (set out above in Clause 2) and contact details (set out below in Clause 12);
o The total Price for the Goods including taxes or, if the nature of the Goods is such that the Price cannot be calculated in advance, the manner in which it will be calculated;
o Where applicable, all additional delivery charges or, where such charges cannot be calculated in advance, the manner in which they will be calculated;
o Where applicable, the arrangements for payment, delivery and the time by which We undertake to deliver the Goods;
• Where applicable, details of after-sales services and support information
• We will notify you by email if any goods are out of stock or unavailable for sale, and we will offer an alternative or a full refund, which will be credited to the original form of payment.
4. Account Registration
To register with the Natural Paving store, you must be at least eighteen years old.
Please ensure that all information you provide is accurate and up to date.
If any of your information changes, you must inform us immediately by updating your account.
For a trade account you must supply all correct information and be a trade within the industry.
5. Description and Product Quality
• We have made every reasonable effort to ensure that the goods conform to the specifications, photographs, and descriptions provided on our website. However, we cannot guarantee the complete accuracy of all descriptions, illustrations, and photographs. These are intended solely as representations of the product’s appearance and specifications. Discrepancies may occur due to factors such as lighting conditions, screen calibration, and natural variations that may affect the product’s appearance.
• Porcelain paving is a man-made product, and as such, it is produced in batches. We cannot guarantee that different batches will match each other. It is the responsibility of the consumer to ensure that they purchase enough quantity for the entire project when buying porcelain paving.
• Please note that the names, images, and sizes of tiles displayed in our photographs are intended as a representative guide only. They may not accurately reflect the actual style, colour, and size of the tiles. The title of the product indicates the specific item you are purchasing.
• Natural stone products can vary in colour and texture, and each piece will have unique markings and variations. Since natural stone is formed over many years, no two items will be identical. We cannot control the colour variations that each cut of the rock may produce. Our images showcase the products in various conditions, such as when they are dry and wet, sealed and unsealed, to provide the best illustration of the stone.
• Natural stone contains minerals from the ground, and as it weathers over time, these mineral deposits may become visible due to oxidation. This can manifest as colours such as brown, copper, rust, or various veining patterns.
• Efflorescence, often found in natural stone, appears as white marks that emerge through the paving as it is laid and begins to weather. Over time, these marks will eventually fade away.
• Tolerances: All sizes are quoted within our specifications. As a general rule, natural stone will have a tolerance of +/- 5mm. Porcelain paving may exhibit slight manufacturer bowing with a tolerance of +/- 3mm.
• Our specifications provide coverage for paving, with jointing expected to be approximately 10-15mm for natural stone and 3-5mm for porcelain.
• Samples are provided for each individual product. These samples consist of offcuts from the paving and are intended to indicate the texture and feel of the product. Please note that the sample you receive may not come from the same batch as the product you ultimately purchase.
• Low maintenance does not mean no maintenance. Please refer to our guides for each individual product and the best ways to maintain your purchase.
• If you receive any Goods that do not conform to the Contract, please refer to Clause 6 (orders).
• If we discover, or are notified of, any typographical, clerical, or accidental errors or omissions on our website and marketing materials, price lists, or any other documents, we will make every reasonable effort to correct these errors as quickly as possible. If such an error or omission leads to you receiving the wrong goods, you may return them to us as outlined in Clause 6 (orders). Additionally, if you have overpaid due to an error or omission, we will refund the excess amount you paid for the goods.
• We reserve the right to make any changes in the specification of the Goods that may be required to conform to any applicable safety or other legal or regulatory requirements without notice.
6. Order Changes and Cancellations
• All Orders for Goods made by you will be subject to these Terms and Conditions.
• You may change your Order at any time before we despatch the Goods by contacting Us. Requests to change Orders need to be made in writing to info@naturalpavingstore.co.uk confirming the product you wish to change to along with any quantity changes. Once an order is in our dispatch system we may no longer be able to accommodate your request. We will notify you of the options available.
• If you change your order which results in a price increase, the full amount must be paid before dispatch. We will inform you of any price changes in writing.
• You may cancel your order without any charge as long as we have not started dispatching the goods. To do so, please notify us via email at info@naturalpavingstore.co.uk or by phone at 01329 277281. You do not need to give a reason. A full refund will be issued inline with our refunds policy.
• If you wish to cancel your order after dispatch, but prior to your order being transported from our local depot, there will be a £50.00 per pallet cancellation charge.
• If you wish to cancel after your order has been dispatched, and it is now with the haulage company in the delivery network, you will be responsible for any postage costs that have been incurred in the transportation of your order.
• Once an order has been delivered Cancellations are no longer possible and our returns policy will need to be followed.
• We may cancel your Order at any time before We despatch the Goods in the following circumstances:
o The Goods are no longer in stock; or
o The goods were found to be damaged/faulty upon despatch and not enough stock available to fulfil your order
o We are not able to offer delivery to your area;
o One or more of the goods you ordered were listed at an incorrect price due to a typographical error or an error in the pricing information received from our suppliers
o If we need to cancel your order for any of the reasons listed, we will make every effort to provide a suitable alternative. If no alternatives are available, a full refund will be issued for the amount you have paid as soon as possible. Please note that we are not obligated to offer any compensation for disappointment.
7. Price and Payment
•
o The Price of the Goods will be that shown on Our website in force at the time of your Order. If the Price shown in your Order differs from Our current Price We will inform you upon receipt of your Order. We reserve the right to cancel order for any reason like a technical error, typing error, wrong pricing etc.
o If We quote a Special Price which is different to the Price shown on our website, the Special Price will be valid for the period stated on the quotation.
o Our Prices may change at any time but these changes will not affect any Orders that We have already accepted.
o Our prices include the cost of delivery. However, some postcode areas may incur additional delivery charges if they fall outside of our “delivery included” zones. This extra charge will be added at checkout.
o All payments for Goods must be made in advance before We can despatch the Goods to you.
o We accept the following methods of payment:
Visa Debit and Credit;
Mastercard;
Paypal;
Apple pay.
8. Delivery
• Please note that delivery is currently only possible within the United Kingdom.
• Our standard delivery process involves using a third-party haulage company. This will be a one-man kerbside delivery utilising a tail-lift and manual pump truck to deliver the items onto a hard, level surface at the kerb or roadside. Please note: HIAB or grab lorries are not part of our standard delivery options.
• The delivery option selected is kerbside, which means the delivery will not take place on your property. If the driver believes they can deliver closer to your house, they will make an effort to do so at their discretion. However, the vehicle will not drive onto the property. If there has been any service beyond kerbside delivery, such as a discussion between the driver and customer, and the vehicle does enter the property, Natural Paving Store cannot be held liable for any damages that occur. Any issues will need to be addressed with the delivering company.
• Each crate can weigh up to 1000kg (1 Tonne) and will be moved manually with a pallet truck. Pump trucks will not move on grass, gravel, or inclines. Delivery will need to be made to a hard, flat level surface on the kerb or at the roadside
• Delivery requires clear access with adequate space for an 18-tonne curtain-sided vehicle to manoeuvre and turn. It is your responsibility to inform the Natural Paving Store of any access restrictions at the delivery location to ensure a successful delivery.
• Access restrictions may include, but are not limited to:
• Narrow or single-lane roads
• Low bridges or overhanging trees and branches
• Weight-restricted roads
• Addresses situated on slopes or hills
o Curtain-sided vehicles need unobstructed access to the Kerb to complete the delivery. Please note that these vehicles require a different level of ac compared to bin lorries, construction and flatbed trucks. Ensure that clear access is maintained along the road during the delivery process.
o It is the responsibility of the customer to advise of any access issues, if you feel you may need a smaller or specialised vehicle please contact prior to placing an order so that we can advise of alternative options. Alternative options may include a fee and will be classed outside of standard delivery.
o If we are not informed about specific delivery requirements and the standard vehicle (18 tonnes) is unable to deliver to you, your order will be returned to the depot. It will then be rebooked with the necessary arrangements, and any redelivery fees will apply
o If the delivery fails due to any of these requirements not being mentioned and you choose to cancel your order as a result, you will be responsible for all delivery charges incurred in the attempt to deliver your order. Natural Paving Store will not be held liable for this
o We provide you with an Order Confirmation, We will then provide you with email confirming your tracking number an estimated delivery date. Please note that estimated delivery dates may vary according to the availability of Goods, your location, and circumstances beyond Our control.
o Standard delivery is available on weekdays between 8 AM and 6 PM and is included in the price you paid, except for areas that may incur additional postage costs. We partner with a third-party haulage company, which will provide you with a tracking number once your order is picked up. On the day of delivery, you will receive a 2-hour timeslot via email or text message. Please note that once a timeslot is assigned, we cannot provide further updates regarding the delivery timeframe due to factors like traffic conditions. We recommend allowing an extra 30 minutes before and after the timeslot for your delivery.
o Delays can occur on rare occasions which are outside of our control. We advise against scheduling workmen, hiring tools, or having machinery on-site while waiting for delivery, as we cannot be held liable for these delays and will not provide compensation in such cases. We recommend having the goods delivered approximately 7 days prior to the commencement of any work.
o We recommend that if your delivery is time-sensitive, you select one of the available options at checkout that may better meet your needs compared to our standard delivery service. Any additional charges will be clearly displayed. While these options can be booked, please understand that delays may occasionally occur due to circumstances beyond our control. We cannot be held liable for any compensation if the delivery is delayed for any reason caused by the haulage company. However, a refund will be provided for any premium service you have purchased.
o If you choose to collect the goods from us, please do so after receiving our Order Confirmation and during our yard opening hours, which are from 8 AM to 4 PM. It is the customer’s responsibility, along with a team member, to inspect the goods for any damages before leaving. This allows us to address any issues immediately. Once the goods have left our premises, we cannot be held responsible for any damage that occurs during transportation by a third party..
o Delivery will be deemed to have taken place when the Goods have been delivered to the delivery address indicated in your Order and you (or someone identified by you) have taken physical possession of the Goods or if you are collecting the Goods from Us yourself when you have collected the Goods.
9. Accepting the delivery of goods
• Delivery requires a signature upon receipt. It is the customer’s responsibility to be present at the time of delivery. If you cannot be present to sign for the goods, we recommend appointing a representative to sign on your behalf. If no one is available to sign at the time of delivery, the goods will be returned to the depot, and a redelivery charge will apply. If this results in you cancelling your order, you will receive a full refund less any charges that have been accumulated in the delivery process.
• In some cases, orders may be left without a signature, but this will only occur if the customer has specifically requested it. The decision to leave the goods will be at the driver’s discretion. If any Health and Safety regulations are breached—such as leaving items overhanging a curb or in the middle of the road—this will not be allowed, and the order will be returned to the depot for delivery at a time when someone can be there. Re-delivery charges will apply. If this results in you cancelling your order, you will receive a full refund less any charges that have been accumulated in the delivery process.
• Once the goods are received, it is the customer’s responsibility to briefly inspect the delivery for any obvious damages and to sign the delivery note or Proof of Delivery (POD). The driver is allowed to wait for 15 minutes while these checks are being completed.
• If you notice any visible signs of damage to the crate or packaging, please sign it as “damaged.” If there are no visible signs of damage, we recommend opening the top of the crate to check for any concealed damage. If you find any damages, please sign as “damaged.” If you are unsure, we advise you to sign as “damaged” or “unchecked.” You will invalidate any claim by not completing this.
• Please note that we understand the goods are heavy and packed tightly. It is not our expectation for you to check every single slab within the 15-minute window. It is sufficient to identify just one case of damage to mark the crate as damaged. You have 72 hours from delivery to inspect all of the paving. If damages are found, please do not move them or start your installation and contact our support team at support@naturalpavingstore.co.uk for further information and advice. You will invalidate any claim should you start your installation.
10. Damages, Breakages and Incorrect Goods
• Your order is thoroughly checked for damages and photographed before it is dispatched. We ensure that everything is packed safely and securely for transportation. However, due to the nature of the material, damages can occur during transit. While this should not be excessive, it’s not unusual for there to be 1-2 broken slabs per pallet. We kindly ask that you consider this when placing your order to ensure you have enough materials to complete your project, as we are unable to replace small quantities. It is essential to add an additional 10% to your order for cuts, wastage, and potential damages during installation or transit.
• Once you receive your paving, you have 72 hours from the time of delivery to check for any damages or incorrect items (including weekends and bank holidays). For porcelain paving, please make a note of the batch number. Any issues must be reported in writing to support@naturalpavingstore.co.uk, accompanied by photo evidence of each damaged slab. We understand that you may need to remove some slabs from the crate or pallet to inspect them; however, we kindly ask that you do not move the paving from the location where it was delivered to areas such as, but not limited to, the back garden or garage. In some cases, we may need to recall the entire order if the damages are significant as it may only be possible to replace/exchange full packs. In most instances if the top of the crate is opened you can lift a couple of slabs out which will enable you to inspect for breakages.
• Any damages or issues reported outside of 72 hours may invalidate your claim. If the goods we deliver are incorrect, damaged, defective, or the delivery quantity is incorrect, we will not be held liable unless we receive written notification at support@naturalpavingstore.co.uk within 72 hours of delivery. It is the customer’s responsibility to provide proof that the item is of unsatisfactory quality. Please note that this does not apply to our clearance range, where any defects would have been specified prior to ordering. We will not refund or replace any quantity within the 10% allowance. The material is fragile during transportation, wrapping, and packaging, and small chips may occur during this process. In most cases, all projects will require some form cutting. These slabs are not considered unusable and can be utilised for this purpose enabling you to complete your project.
• If you begin your installation before reporting any damages, your claim will be invalidated as it will be considered that the goods were acceptable before the installation.
• Claims for products that have been used cannot be accepted.
• Only one claim per order can be submitted, if a claim is successful, we will only issue replacements or refunds once. Any damages found outside of the claim will be subject to charges.
11. Area Calculation
• We provide the coverage area for all of our products in square meters (m²), along with the recommended joint widths for each type of paving. This information will assist you in placing your order accurately. We also advise adding an extra 10% to your order. This ensures that you have enough paving for your project while minimising excess materials.
• While we strive to provide accurate details about coverage and pack sizes, it is essential for customers to double-check their measurements before placing an order. We cannot be held accountable if your paving falls short due to mismeasuring.
12. Discounts
• Throughout the year, we offer various discounts and promotions. We reserve the right to end these promotions at our discretion and without notice. We are not liable to honour any prices that may have been available previously. Only quotes that have a valid date extending beyond the cancellation of a promotion will be honoured.
• Discount codes are available on our website when there is a valid promotion running. It is the customer’s responsibility to enter the relevant discount code during checkout. Please note that any codes not entered within 24 hours your purchase will not be honored.
• Some sandstone and natural stones come with Unique flecks, speckling, hairline cracks which occur in natural products, these are not considered unusable.
13. Returns and Refunds
• The customer is responsible for returning any goods if the goods are not faulty. To return any goods to us, you must notify us within 14 days of receiving or collecting the items by emailing support@naturalpavingstore.co.uk. Please include the reason for your return in your message. A member of our team will reach out to you within one business day with instructions on how to return the goods. All returned items must reach us within 30 days of delivery.
• There will be a restocking fee of £85 per pallet, which will be deducted from your refund
• You may return Goods to us in person during Our business hours of 0800 -1600. You are solely responsible for the cost of returning Goods to us
• All goods must be returned in their original packaging, in the condition they arrived. We advise all customers returning items to take photo evidence of the items prior to them leaving with a 3rd party delivery company.
• You may request our assistance with collecting the goods, any costs involved in this will be deducted from your refund. This will be confirmed before any arrangements are made. Any failed collections that we have arranged will be subjected to re-collection fees.
• Only Full packs of unopened crates or accessories can be returned, we do not accept returns of any split packs, loose slabs, excess stone or clearance items. Disposal of excess slabs is the buyer’s responsibility
• Once an item has been received back to our yard and check, a refund process will begin. we will process any refund due to you as quickly as possible and, in any case, within 14 days after we receive the product(s) back. Alternatively, if you provide evidence that the product(s) have been collected by our designated courier or you have returned the product(s) to our returns address, we will refund you within that same timeframe.
• We will refund the full amount you paid, subject to deductions for any damage to the product(s). Please note that we do not cover the cost of returning the product(s) to us. If you received any promotional discounts when making your purchase, your refund will only reflect the amount you actually paid.
• Refunds will be issued only to the billing card used for the original payment. To issue a refund to a different person or account, we will need a written request along with two valid forms of ID to verify that you are the initial customer who entered into the purchase contract with us.
14. Events beyond our control
We will not be held liable for any failure to deliver the products you have ordered, any delays in delivery, or for any damages or defects in the products delivered, if such issues are caused by events or circumstances beyond our reasonable control. This includes, but is not limited to, strikes, lockouts, industrial disputes, breakdowns of systems or network access, floods, fires, explosions, or accidents.
14. Contact
If you wish to contact Us, you may do so by telephone at 01329 277281 or by email at Info@naturalpavingstore.co.uk.
