Primethorpe are able to deliver locally, nationwide and we even provide a collection service if you are able to collect from our Peterborough depot.
With the nature of online sales, our website will only price up for nationwide delivery, regardless of where you are in the country. Oftentimes, if you are within an hour of Peterborough, we can save you money by delivering on a local service. If you think this may apply to you, contact us here and ask us directly. A penny saved is a penny earned!
Working With You
We understand the importance of timely delivery and will make every effort to schedule your delivery on a specific day. However, there may be occasional delays of up to 24 hours due to unforeseen circumstances. To avoid any potential loss of earnings, we strong advise against scheduling any tradespeople or contractors to begin work until the products have physically arrived. If you choose to schedule a contractor before the arrival of your goods, we will not be held repsonsible for any resulting loss of earnings.
It is important to note that it is your responsibility to inform us of any access problems prior to placing your order. The size of the delivery vehicle may be up to 18 tonnes and may require wider access. If you believe access to be tight, you can request a smaller 7.5 tonne vehicle instead. If no one is present to sign for the goods on the pre-agreed delivery day, re-delivery charges may apply at a cost of £20 per pallet.
Additionally, re-delivery charges will also be applicable if access issues cause the attempted delivery to fail or if there is no safe location to leave the products. To avoid these charges, the driver may leave the goods unsigned with prior agreement, but this will waive your right to report any shortages or damages. For this reason, it is important that you do everything you can to be present during the delivery and inform us of any access issues.
Serving the Whole Nation
Our nationwide delivery service is provided by a third-party courier that uses a tail-lift and manual pump truck. The courier can only guarantee a kerbside drop or a drop at the nearest accessible point on a hard surface. At the driver's discretion, they may move the goods onto a driveway or front garden, but it is unlikely that they will move the goods into a back garden. If your driveway is accessible by the delivery vehicle, the products may be offloaded onto your driveway with your permission. However, any additional services offered are strictly between you and the haulier, and not a part of the contract between Primethorpe Paving Ltd and yourself. If your property has loose gravel chippings, soft, uneven ground, or an incline/decline present, the pump truck will not be able to pass and the products will be left at the nearest suitable area.
Delivery routes are planned daily by the courier and are usually divided into morning and afternoon runs. Deliveries can be made between the hours of 8am and 6.30pm. If you have provided an accurate mobile number, the courier will send you a text message when the goods leave the depot, another message when the driver has an estimated arrival time (2-hour window), and at the driver's discretion, will call you 30 minutes before delivery. However, please note that this call is not guaranteed. It is your responsibility to provide an up-to-date mobile number for us. If you think we may not have your correct contact number, please feel free to email us your current number.
We Create Happy Customers - Not Problems.
The nature of the goods means sometimes there can be issues. Delicate goods can arrived damaged, missing, or they may arrive and you simply no longer want them. We are commited to making your experience as easy as possible, so we ask that you follow these steps to ensure the seemless solving of any problems:
Reporting Damages On Arrival
We take great care to ensure the quality of our products by conducting multiple inspections before they are dispatched. Our online ordering system allows for easy and convenient purchasing of heavy goods at competitive prices. However, it is important to note that these goods may have to travel long distances before reaching their final destination. During transit, it is possible that a pallet may be loaded and unloaded multiple times, potentially up to six times, as it travels through various depots across the country.
Please keep in mind that our Indian Sandstone pavers are not individually packaged, but instead packed in a single pallet or crate. This helps us keep costs low for our customers, but it also means that some form of breakages or chips to edges or corners may occur during transportation. Although damages during delivery are relatively rare, they can happen. To ensure that our customers are satisfied, we allow for a tolerance of up to 10% of an order to be chipped or damaged before it is considered unacceptable.
In some instances, depending on the delivery depot's policies, the driver may not offer any paperwork to sign. However, there will always be a Primethorpe Paving delivery note that can be found attached to the pallet or one of the pallets inside a document attached wallet. In instances where you believe the item to be damaged, please open the documents enclosed, make sure you sign the paperwork accordingly as instructed above and hand it to the driver. If you have any doubts about the condition of the goods, it is important to note "Damages Received" on the paperwork. This will allow the courier to take responsibility for the damages and ensure that you receive a free replacement delivery service.
Report Within 24 Hours
Please report any breakages within 24 hours of arrival, with relevant photographs, via email.
It's important this is done as soon as possible. Once we can no longer be sure whether the goods have been damaged in transit rather than during use, we cannot replace them.
Provide Photo Evidence
Photographs: To successfully process a damage claim, we need photographs of both the goods in the original packaging – still boxed – and images of them laid out showing any clear damages.
No Cash Refunds
Please note: We do not offer any cash or card refunds for breakages in transit and no replacement can be sent if the above terms are not met.
Order Your 10% Tolerance
Based on the information provided above, we strongly recommend that when placing an order, you order an additional 10% of the required quantity to cover the possibility of damages upon arrival, especially if you are under time constraints or have contractors scheduled to perform the work. Ideally, all goods will arrive without damages, and any additional pavers can be used as spares for future extensions or replacements.
If you realize you need to add extra pavers to your order, please get in touch with us as soon as possible, and we will do our best to add them to your order.
Someone Else Taking Delivery?
If somebody else is accepting the delivery on your behalf, such as a contractor, it is your responsibility to inform them to check and sign as per above guidance.
Despite our best efforts, there may be instances of miscounts when picking and packing orders. To ensure that any shortage reports are accurately addressed, please take a photo of the goods in their original crates/pallets, including all banding that secures the product, before unpacking them. These images, taken from a clear bird's-eye angle, will allow us to properly count the goods. Without these images, we will not be able to assist with any shortage claims. Please note that any shortages reported after 24 hours will not be accepted. To ensure that you are able to count the goods within this time frame, please arrange for delivery when you will have help available if needed
Returning Unwanted Items
We understand that sometimes things don't work out as planned. In the unlikely event that you need to return your order, we're here to help. We accept returns within a 30-day period, provided that the product is in its original packaging and in a sellable condition
Please Repackage Your Goods
To make the process as smooth as possible, we're happy to arrange the return on your behalf, but we ask that you please ensure that the product is packaged properly for transit and is easily accessible for a pallet truck pickup.
Delivery Fees Deducted From Refund
Please note: Any delivery costs for returning the goods will be deducted from your final refund.
Full Orders Only - 20% Restocking Fee
We can only accept returns of full orders, and not for excess product or leftovers. There will be a restocking fee of 20% applied to returns to cover the administrative costs associated with fulfilling the order.
Processing Your Refund
Refunds for the goods will be processed within 14 days of receipt of the returned goods at our depot, following inspection.
Our Website Listings
Please note that while the images on our listings will always accurately depict the colour and stone type advertised, there may be variations in the size or edge type of the product as shown in the imagery, compared to what is described in the listing. The product description is always correct and should be used as the primary reference point. The images are intended as a visual representation of the product colour and finish and may not perfectly match the size or edge type of the specific product.
It's also worth noting that some of the images in our listings may have been taken when the product was wet or sealed, which can cause it to appear darker than it is. Additionally, lighting conditions such as weather can also affect the appearance of the product in the photograph
Our product descriptions aim to be detailed and accurate, but there are a few things to keep in mind when purchasing our natural stone products.
Colour descriptions are subjective and may vary between products. For example, one slab may be a shade of grey while another may be a browner colour. If you have any concerns, we recommend ordering a sample pack to see a small representation of the product before making your full order.
Our products may have natural imperfections such as riven surfaces, mineral lines and markings, iron oxide spots, and natural indents and raised areas, these will not be deemed as a fault but as part of the natural appearance of the stone.
Advertised thickness is given as a guide, we allow for a tolerance of up to 20% (or 5mm) on some stated calibrations before we deem it to be unacceptable. You can expect a large number of pavers per pack to be at the advertised thickness but on occasion some may measure slightly less or slightly more.
There may be some tolerance in the width and length of our pavers, in some instance pavers that are advertised for example at 90cm (900mm) may indeed measure 90.5cm (905mm) or in fact 89.5cm (895mm)
Single Size Paving
Single size pavers are sold per unit and not per m2. Mixed size packs are sold per m2 and sold as coverage. Please note the prices are calculated accordingly and you are not paying for the joint. We sell in coverage to prevent customers from over ordering.
Where possible we try to give a detailed and accurate description of all our products, however, listed below are a few things to take into consideration with regards to our porcelain products.
Colours can be subjective and that porcelain materials often have variations in colour. For example, one person might call a product white while another might call it cream. Similarly, a range of products might include shades of beige and grey. This variation in colour is often what attracts people to porcelain materials, but if you have doubts, it may be worth ordering a sample pack from us to see a small representation of the product before placing your full order. This way, you can be sure that the colour is exactly what you want before your order arrives.
Porcelain products may have small variations in surface finish and gloss, and these variations are inherent to the manufacturing process
Porcelain products may have slight variations in size and shape. These variations should be expected and are inherent to the manufacturing process.
For example, a paver that is advertised as 90cm x 60cm may measure 90.5cm x 59.50cm. Please note that we conduct regular checks on our product dimensions.
The Money Bit
We are committed to seeing every transaction through to a successful conclusion. Should you find our products or service are not to your satisfaction, please give us the opportunity to resolve the situation before considering leaving us anything other than positive feedback.
Prices Subject To Change
Prices are subject to change and we update our website daily. However, we cannot accept orders based on earlier pricing that may have been cached on the web.
We are constantly updating our product prices and we are confident of our technology and staff but acknowledge that human error is always possible. If goods are offered for sale incorrectly, we will always try to honour the price. There may be rare circumstances where it is not possible for us to do so. In such cases we will contact you and explain the situation, if we are unable to resolve the matter fairly with you, we reserve the right to refuse your order and refund any payment you may have made.
Stock Level Accuracy
We aim to keep sufficient stock levels on hand. However, in times of unexpectedly high demand we may unfortunately run out. If this happens, we may delay dispatch of your order while new stock is delivered. If you have opted for a premium delivery option, or we are expecting a longer delay we will use the information you have provided with your order to keep you informed of progress. You may contact us at any time to check on the progress of your order.
Occasionally there may be instance where we have no choice but to cancel an order and refund the payment.
You Are Our Top Priority
These T&Cs and legal jargon and aimed at making sure you have an easy time. They are very heavy and costly good to transport, so they have a little more requirements on the customer side than getting an iphone case delivered in the post. Therefore we need to make sure everyone is aware of what this involves!
So while these terms might sound restrictive, they are aimed at making transactions smooth and keeping costs down for everyone.
If you do have any questions, please don't hesistate to get in touch as we will always be happy to help.