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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. Sign for it as "unchecked". You do not have to open, count or inspect the pallets while the driver waits. Write "unchecked" when you sign — it does not affect your cover in any way. If damage is already obvious, noting it helps your claim, but it is never required.
  2. Check the load in your own time. Have a proper look once the lorry has gone.
  3. 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.
  4. 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, 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.

How long it lasts

The guarantee is open-ended — it does not expire. What is time-limited is telling us about a particular delivery: report breakage within 2 days (48 hours) of delivery, and we will put it right.

Something missing rather than broken?

Pallets or slabs missing from the load that was delivered to you. Shortages follow the same process, on the same clock. Check the load in your own time. If you spot something missing while the driver is still there, noting it on the paperwork helps — but it is not required either way. Just call or email us with your order number. Tell us within 2 days (48 hours) of delivery and we send the missing pieces free, or credit you.

What it doesn't cover

Fair and limited — not a loophole:

  • 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