At Primethorpe, We Make Every Effort to Deliver Perfectly

At Primethorpe, ensuring your order arrives in excellent condition is our top priority. However, when transporting heavy, fragile materials like slabs, occasional breakages are an unavoidable part of the process. While inspecting every slab individually isn’t practical, we take every possible step to package your order securely and minimize the risk of damage.

For smaller orders (under 10m²), breakages can be slightly more likely, as these are often shipped stacked on pallets instead of upright in wooden crates. Although rare, such occurrences are why we recommend ordering a little extra—not only for potential transit damage but also for unexpected mishaps during onsite handling or installation.

What Happens If Damage Occurs?
For damages exceeding £100 of the purchase price (excluding delivery), we can file a claim with Palletways and arrange replacements. Unfortunately, damages under this amount cannot be replaced, as they fall below the minimum claim threshold.

How You Can Help
To ensure we can assist you quickly if an issue arises:

1. Inspect and Report Promptly: Check your delivery upon arrival and notify us of any damages within 48 hours.
2. Provide Photos: Photographic evidence is essential for processing claims.
3. Contact Us: Email us with all details, and we’ll handle the rest.

Please note, if damages are not reported within 48 hours or sufficient evidence is not provided, we are unable to process claims through Palletways.

The Industry Standard
It’s worth noting that the construction industry accepts a 5–10% breakage rate as standard. While it’s frustrating, it’s part of working with fragile materials. As an independent supplier, we don’t have the resources of large online retailers such a Amazon + Ebay to offer replacements for minor damages without affecting service quality. However, over the past 25 years, we’ve continually improved our packaging to reduce risks.

Why Order a Little Extra?
Ordering surplus material is a smart way to keep your project on track. It provides a buffer for potential transit damages or any onsite mishaps.

We’re Here to Help
If significant damages occur, we’re committed to resolving them efficiently. While monetary refunds aren’t available, we’ll ensure replacements are arranged quickly. Thank you for trusting us—together, we’ll make your project a success!