Our Approach to Damages in Transit

At Primethorpe, we do everything we can to ensure your order arrives in perfect condition. However, when transporting heavy, fragile materials like slabs, occasional breakages can happen despite our best efforts. While we’d love to inspect every slab, the costs and time required make this impractical. Rest assured, we package every order as securely as possible to minimize risk.

Smaller orders (under 10m²) are particularly vulnerable to damage, as they are often shipped stacked on pallets rather than upright in wooden crates. While breakages are rare, they are possible. That’s why we strongly recommend ordering a little extra—not only to cover any potential transit damages but also in case of accidents during handling onsite or during laying .

Please note that we are unable to replace damages worth less than £100 of the purchase price (excluding any delivery costs). For larger damages (over £100), we can claim insurance through Palletways and arrange replacements.

What We Need from You

To help us resolve any issues quickly and effectively:

1. Inspect and Report Promptly: Check your delivery on arrival and report any damages within 48 hours.
2. Provide Photos: Clear photographic evidence of the damage is essential for filing claims.
3. Contact Us: Email us with the details so we can assist you promptly.

Failure to do any of the above means we cannot place a claim through Palletways, and unfortunately, there will be nothing further we can do to resolve the issue.

The Bigger Picture

The construction industry standard allows for 5–10% breakage, and while it’s frustrating, it’s a reality we all share. Unlike large online retailers, independent suppliers like Primethorpe don’t have the financial resources to offer replacements or refunds for minor damages without impacting overall service quality.

We’ve worked hard over the past 25 years to improve packaging, but we also rely on your understanding. Ordering a little extra is the smartest way to ensure your project runs smoothly.

Here to Help

If you’ve experienced significant damages, we’ll do everything we can to make it right. While we can’t offer monetary refunds, we’ll ensure replacements are handled efficiently. Thank you for your support and understanding—let’s work together to complete your project successfully!