Last updated: 26 April 2026
1. Overview
We want you to be happy with your order. This policy explains your rights to return goods, the process for doing so, and any limitations that apply.
This policy is in addition to your legal rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing here removes those rights.
2. Your right to cancel (the 14-day cooling-off period)
Under UK consumer law, you have the right to cancel your order within 14 days of receiving the goods, without giving a reason — subject to the exceptions in section 4 below.
To cancel, please email info@gardenslate.co.uk with:
- Your name
- Your order number
- The items you wish to return
- The reason for return (optional but helpful)
You then have a further 14 days to return the goods to us.
3. Returning faulty or damaged goods
Faulty, damaged, or misdescribed goods can always be returned, at our cost, regardless of any other restrictions in this policy. This is your statutory right under the Consumer Rights Act 2015.
If goods arrive damaged or are faulty:
- Contact us at info@gardenslate.co.uk within 48 hours of delivery for damaged-on-arrival goods, or as soon as you discover the fault for other faults
- Provide your order number, a description of the issue, and photographs where possible
- We will arrange collection or a repair/replacement at no cost to you
- You may be entitled to a full refund, replacement, or repair depending on the circumstances
4. Goods that cannot be returned for change of mind
Due to their nature, the following items cannot be returned under the 14-day cooling-off period once delivered, in line with Regulation 28(3)(c) of the Consumer Contracts Regulations 2013 (goods which, after delivery, are inseparably mixed with other items):
- Bulk aggregates (slate chippings, gravel, stone aggregates, etc.)
- Loose decorative stone delivered in bulk
- Any product that has been opened, used, or partially used
- Custom-cut or made-to-order items
This restriction does not apply if the goods are faulty, damaged, or not as described — in those cases your full rights under section 3 apply.
We strongly recommend ordering a small sample or contacting us for advice before placing a large order, so you are confident in your choice.
5. Returning goods that are eligible
For products that are eligible for return (e.g. unopened palletised products in their original packaging):
- Goods must be returned in their original condition and packaging
- You are responsible for arranging and paying for return delivery, unless the return is due to our error or a fault
- We recommend using a tracked or insured delivery service — we cannot accept responsibility for goods lost in return transit
- Once we receive the goods and confirm they are in acceptable condition, we will issue your refund
6. Refunds
- Refunds are made to the original payment method used for the order
- We will process your refund within 14 days of receiving the returned goods, or 14 days of you providing proof of return, whichever is sooner
- The refund will cover the price of the goods and standard delivery (where applicable). If you chose an enhanced delivery option, only the cost of standard delivery will be refunded
- Where the return is due to our error (faulty, damaged, or wrong item), we will also refund any return shipping costs you incurred
Card refunds typically appear in your account within 3–10 working days, depending on your bank.
7. Reductions in refund value
We may reduce your refund if the value of the goods has been reduced due to handling beyond what is necessary to inspect them. For example, if products are returned damaged, with packaging missing, or showing signs of use beyond a reasonable inspection.
8. Cancellation before dispatch
If your order has not yet been dispatched, you can cancel it for a full refund (including delivery charges). Please email info@gardenslate.co.uk as soon as possible — we cannot guarantee we can stop an order once it has been booked with our delivery partner.
8a. Failed deliveries and re-delivery charges
Our deliveries are made on large tail-lift articulated vehicles using manually operated pump trucks. Offload requires suitable access and a flat, level surface. Full details are set out in section 7 of our Terms & Conditions.
If a delivery cannot be completed because of access issues, parking restrictions, or no one being available to receive the pallet, a re-delivery charge will apply for the second attempt. This charge reflects costs passed on to us by our haulier and is not a fault-based fee — it applies regardless of whether you wish to proceed or cancel.
If you choose to cancel rather than accept re-delivery, we will refund the price of the goods, but the original outbound delivery charge and any failed-delivery fee charged to us by our haulier may be deducted from your refund.
To avoid this, please tell us in advance about any access concerns at your property — narrow lanes, low gates, soft ground, parking restrictions, etc. — so we can plan accordingly.
9. How to contact us about returns
For all return enquiries, please email info@gardenslate.co.uk with:
- Your order number
- Whether the issue is a fault, damage, or change of mind
- Photographs (for damage or fault claims)
We aim to respond to all return enquiries within 2 working days.
10. Complaints
If you are unhappy with how a return or refund has been handled, please email info@gardenslate.co.uk and mark your message "Complaint". We take complaints seriously and will respond within 5 working days.
If you are unable to resolve a dispute with us directly, you may be able to use an alternative dispute resolution (ADR) scheme or contact your local Trading Standards office.