Breakages & Damaged Goods Policy

Gardens & Driveways UK

We take great care when preparing and packing your order. However, landscaping materials such as paving, porcelain, natural stone and other heavy products can occasionally experience damage during transportation.

We understand that receiving damaged goods can be frustrating, so we have a straightforward process for reporting and resolving breakages.

1. Inspect Your Delivery

Please inspect your delivery as soon as possible when it arrives.

Where practical, we recommend checking the condition of the pallet, crate or packaging before the delivery driver leaves.

If you notice visible damage to the packaging or goods, please make a note of this on the delivery paperwork or electronic proof of delivery where possible.

If the goods cannot reasonably be inspected at the time of delivery, please record the delivery as "Unchecked" where the delivery service allows this.

2. Reporting Breakages

If you discover damaged or broken products, please contact us as soon as possible.

To help us process your claim quickly, please provide:

Your order number.
Your name and contact details.
Clear photographs of the damaged products.
Photographs showing the full product, where possible.
Photographs of the front and back of damaged paving or slabs where relevant.
An accurate count of the damaged items.
The product name, size and quantity affected.
Photographs of the packaging or pallet where relevant.

Please keep all damaged products and original packaging until we have advised you what to do next.

3. Photographs

Clear photographs are essential when making a breakage claim.

Please ensure photographs:

Clearly show the damage.
Show enough of the product to identify it.
Show the surrounding packaging where relevant.
Are clear and not excessively dark or blurry.

Where possible, photograph individual damaged items separately as well as providing an overall photograph of the delivery.

4. Natural Stone & Paving

Natural stone and paving products can have natural variations in colour, texture, markings, edges and surface appearance.

Small chips, minor edge marks or slight imperfections can sometimes occur during handling and transportation and may not affect the performance or appearance of the finished installation.

These characteristics should be considered when assessing the suitability of natural stone products.

However, significant damage or breakages that materially affect the usability of the product should be reported to us for assessment.

5. Before Installation

Please inspect your materials before installation.

If you believe that any product is damaged, defective, incorrect or unsuitable, please contact us before cutting, installing or altering the product.

Once products have been installed, cut, altered or used, it may become more difficult to establish when or how the damage occurred.

This does not affect your statutory rights where goods are faulty or do not conform to the contract.

6. Assessment of Your Claim

Once we receive your photographs and information, our team will review the claim.

We may request additional photographs or information where necessary.

Depending on the circumstances, we may offer an appropriate remedy, which may include:

Replacement products.
Replacement of affected items.
A partial refund.
Another suitable resolution.

The appropriate remedy will depend on the nature and extent of the damage and your applicable statutory rights.

7. Delivery Damage

Where damage appears to have occurred during transportation, please report it to us promptly with supporting photographs.

We will liaise with the relevant delivery provider where appropriate. You do not need to make a separate claim with the courier unless we specifically ask you to do so.

8. Storage After Delivery

Customers are responsible for taking reasonable care of products after delivery.

Materials should be stored safely, securely and in accordance with any manufacturer's instructions.

We cannot normally accept responsibility for damage caused after delivery by incorrect storage, handling, weather exposure, building works, vehicles, machinery or other circumstances outside our control.

9. Disposal of Damaged Goods

Please do not dispose of damaged products before your claim has been reviewed.

We may need to inspect the goods or request additional photographs before agreeing a replacement or refund.

10. Breakages & Material Allowances

Certain landscaping materials, particularly paving and natural stone, can be susceptible to minor breakages, chips and wastage during transportation and installation.

We recommend customers allow for a reasonable quantity of additional material when calculating their requirements, particularly where cutting, patterns, wastage or future replacements may be required.

This recommendation does not remove or limit your statutory rights in relation to goods that are faulty, damaged or otherwise do not conform to the contract.

11. Claim Processing

Once we have received all the required information, we will review your claim as promptly as reasonably possible.

The time required may depend on the nature of the damage, the quantity affected and whether further information or inspection is required.

We will keep you informed where further action is required.

12. Statutory Rights

Nothing in this Breakages & Damaged Goods Policy is intended to remove, restrict or replace any statutory rights you may have under UK consumer law.

Where goods are faulty, damaged, misdescribed or otherwise fail to meet applicable legal requirements, your statutory rights remain unaffected.

13. Contact Us

To report damaged or broken goods, please contact: