If you receive your order and require replacements for damaged, incorrect or faulty goods please refer to the following guidelines and we will endeavour to resolve the issue as soon as possible:
Damages are quite rare but inevitable given the nature of the products and the distance they have travelled.
Please try and inspect your order before signing for the delivery or as soon as possible. If damages are seen, please sign for the delivery as damages seen or as "unchecked" either on the drivers paperwork or hand held terminal.
Report any breakages to the Simply Paving team on 0800 0326306 or [email protected] as soon as possible after delivery and an email with the next step instruction will be sent to you straight away. Please do not rely on the driver reporting damages back to Simply Paving.
You will be asked to provide details of the sizes and quantities damaged and to send reflective photos of the damages with either a mobile phone or digital camera and to advise the sizes and quantities of the damages. Please note only one set of replacements can be sent per order so it is important this is factual.
If replacements are not required then a pro rata refund can be issued but again reflective photos are required.
Unfortunately we cannot replace any products from the Charcon range or any of the block paving products. In the event of receiving breakages from either of these ranges we can organise a refund to the value of those units damaged.
Due to safety issues, we cannot collect damaged products or pallets. Customers are advised to dispose of any damaged products and pallets once replacements have been organised.
If you believe to have received the incorrect goods or quantity or goods please contact us ASAP so we can work to resolve the issue.
We firstly need to establish that the product is in fact incorrect and just "not as expected" so as to eliminate us replacing your order with the same product. A member of the team will liaise with you regarding this and may ask you to photograph the product, packaging and labels.
Once we have established that a replacement would resolve the issue we will arrange the collection and delivery.
Product Quality Issue
If you are not satisfied with the quality of the product you have received please contact us in the first instance so we can agree a solution.
We will request photographs of the product in question to confirm the product is sub standard and not a variation or natural occurrence we describe in our key product information section in the help centre area on the Site.
Once we have made every effort to ensure a replacement will resolve the issue we will arrange this accordingly or issue a refund as per our Terms and Conditions.
If there are any quality issues with the product you have received, please DO NOT lay the product.