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Pave Direct
Our promise on broken slabs

The breakage guarantee, in plain English

On every order · Every range · No minimum spend
Home / Breakage guarantee
In short

Report qualifying breakage within the claim window with photos and we replace the broken slabs free, or credit you — no arguing over the first few chipped corners.

Stone is heavy, it travels hundreds of miles, and no matter how well a pallet is packed the occasional slab can chip or crack in transit. Most suppliers treat that as your problem. We don't — and we've written down exactly what we do.

What's covered

Slabs that arrive broken or damaged on delivery. Any slab, coping or setts that arrives cracked, chipped on a face, or broken through in transit is covered — on every order, on every range, with no minimum spend.

Natural stone is not flawless — and that's the point. Sandstone and limestone vary in colour, tone and surface texture from slab to slab; riven stone has an uneven, cleft face. That variation is a feature, not a fault — but a genuine crack or broken corner always is.

How to report it

  1. Check on delivery. Have a quick look at the pallet when it arrives. If anything is visibly damaged, sign for it as damaged so the carrier's record matches — it protects your claim.
  2. Take a photo. Snap the damaged slab (and the pallet if it's clearly been knocked) — 1 clear photo is all we need. Clear photos of each damaged slab as delivered, plus the delivery note / pallet label.
  3. Report it within 2 days (48 hours) of delivery. Send the photos with your order number through our delivery & damages form — no return to arrange.

How we resolve it

Free replacement slabs (delivery of replacements at cost of shipping per live policy — // TODO Vik: confirm we absorb this), or an account credit. You keep any undamaged slabs and there's nothing to send back. If a colour has sold out we'll agree the closest match or a refund on the affected pieces with you first — we never decide it unilaterally.

Why we suggest ordering 10% extra. Our coverage calculator adds a 10% allowance for cuts and the odd chipped corner, and the guarantee covers breakage beyond the first 5%. The two work together so you're never caught short mid-job. // Final thresholds are confirmed with the supplier at kick-off.

What it doesn't cover

Fair and limited — not a loophole:

  • Damage that occurs after a correct kerbside handover was signed for as clean.
  • Customer-caused damage during offload, storage, cutting or installation.
  • Natural tonal/veining variation inherent to stone (this is not breakage).
  • Refused or failed deliveries (a re-delivery charge set by the carrier may apply).

Returns (separate from breakage)

Change of mind? You can return unused paving within 30 days — Unused and in original packaging. Refund less original delivery, collection and any restocking charge.

Something arrived damaged?

Breakage guarantee: report broken slabs within 2 days (48 hours) of delivery with a photo and we replace them free or credit you.

Report breakage How delivery works