Returns, Cancellations and Refunds Policy
Last updated: 15 September 2026
1. About us and this policy
This policy applies to purchases made by UK consumers from:
Timeless Paving Creations Limited
Company number: 16172030
Registered office: 22 Crackington Avenue, Exeter, England, EX4 8FR
Email: contact@timeless-paving.co.uk
Telephone and WhatsApp: 07707 721056
A consumer is an individual purchasing goods wholly or mainly for purposes outside their trade, business, craft or profession.
Trade and business purchases are subject to our applicable business terms and do not benefit from every right described in this consumer policy.
Nothing in this policy excludes, restricts or replaces your statutory consumer rights.
2. Standard products and bespoke products
Many of our concrete products are manufactured after an order is received. However, a product is not automatically bespoke merely because it is manufactured or prepared after the order is placed.
A standard product is one ordered from the dimensions, shapes, designs, colours and specifications normally offered by us. Choosing from our advertised standard options or ordering a particular quantity will not normally make the product bespoke.
A bespoke or customised product is one made specifically to an individual customer’s requirements, such as:
A non-standard measurement, thickness or shape;
A design or specification supplied by the customer;
A special colour or concrete mix created specifically for the customer;
Personalised markings, patterns or finishes; or
Another material change from our advertised standard specification.
Before accepting a bespoke order, we will identify the agreed custom specification in writing and ask the customer to approve it.
Describing an order as “bespoke” or “made to order” will not determine its legal status. We will rely on the bespoke-goods cancellation exception only where the product genuinely meets the legal test.
3. Cancelling an order for standard products
If you purchase standard products online, by telephone, email or WhatsApp, you normally have the right to cancel the contract without giving a reason.
Your right to cancel begins when the contract is made and normally ends 14 days after the day on which you, or a person nominated by you, takes physical possession of the goods.
Where one order is delivered in separate lots or pieces on different days, the cancellation period normally ends 14 days after the day on which the final lot or piece is received.
To cancel, you must send us a clear statement confirming your decision. You may contact us by email, post, telephone or WhatsApp. You may use the model cancellation form at the end of this policy, but you are not required to do so.
Your cancellation is effective if your notice is sent before the cancellation period expires.
Please contact us immediately if you wish to cancel before dispatch. We will stop production or delivery where reasonably possible, but stopping production is not a condition of exercising a statutory cancellation right for an eligible standard product.
4. Bespoke and customised products
The statutory change-of-mind cancellation right does not apply to goods genuinely made to your individual specification or clearly personalised for you.
This exception does not affect your rights where a bespoke product is:
Faulty;
Damaged;
Not as described;
Different from the specification agreed with us; or
Not fit for a purpose that you made known to us and that we agreed it would meet.
You should contact us immediately if you wish to change or cancel a bespoke order.
Although we are not required to accept a change-of-mind cancellation of a genuinely bespoke order, we may agree to do so at our discretion.
If we agree to such a cancellation, any amount retained or charged will be limited to our reasonable net loss directly caused by the cancellation. This may include materials or work already committed specifically to your order. We will take reasonable steps to reduce our loss and will explain how any amount has been calculated. We will not impose an arbitrary penalty.
5. Returning standard products after cancellation
After notifying us of your cancellation, you must send the goods back without undue delay and no later than 14 days after the day on which you notified us.
The deadline is met if the goods are handed to the return carrier before the 14-day return period expires.
Unless we expressly agree otherwise, customers are responsible for arranging the return of non-faulty goods. We do not automatically collect change-of-mind returns.
The returns depot applicable to your products will be stated in your order confirmation or provided with the cancellation instructions. Because different products may be manufactured or stored at different locations, please do not send products to our registered office unless we specifically instruct you to do so.
Contacting us for practical return instructions is not a requirement for obtaining permission to cancel.
6. Return transport costs
For non-faulty standard products returned because you have changed your mind, you are responsible for the direct cost of returning the goods.
Our paving blocks, kerbs, channels, coping stones and other concrete products are heavy and cannot normally be returned through ordinary parcel post.
Before you are bound by the contract, your checkout, quotation or order summary will therefore state either:
The direct cost of returning the goods using the return method identified by us; or
Where the exact cost cannot reasonably be calculated in advance, a reasonable maximum estimate of that cost.
The estimate may depend on the delivery postcode, product weight, number of pallets and carrier requirements. You will not be charged more than the maximum estimate stated for our identified return method.
If we fail to provide this information before the contract is made, you will not be responsible for the return cost where the law requires us to bear it.
You may arrange your own suitable and appropriately insured pallet carrier. If you select your own carrier, you will be responsible for the carrier’s charges and for ensuring the goods are delivered to the correct returns address.
At your request, we may agree to arrange a pallet collection on your behalf. Any charge must be agreed with you before collection and may be deducted from your refund with your express agreement.
We do not charge a restocking, administration or refund-processing fee when you exercise a statutory cancellation right.
A reasonable additional carrier charge may apply if a collection arranged at your request fails because the goods were not available or safely prepared at the agreed time.
7. Preparing goods for return
You may inspect the products to the extent reasonably necessary to establish their nature, characteristics and suitability, as you might be permitted to do when examining goods in person.
Until you decide whether to keep the products, please:
Keep them uninstalled, uncut and unaltered;
Store them safely;
Protect them from avoidable damage and contamination; and
Secure them appropriately for pallet transport.
Original packaging should be used where reasonably possible, but using the original packaging is not an absolute condition of exercising your statutory cancellation right.
Installing, laying, cutting, drilling, sealing, staining, mixing or otherwise altering the products will normally go beyond what is necessary to inspect them.
If unnecessary handling has reduced the value of the goods, we may deduct an amount reflecting the actual reduction in value, up to the price paid for those goods. This is not an automatic restocking fee.
8. Refunds following cancellation
For a valid cancellation of an eligible order, we will refund:
The price paid for the returned goods; and
Any outbound delivery charge that must be refunded by law.
Where you selected a more expensive delivery option, we are only required to refund the cost of our least expensive common and generally acceptable delivery method.
If you are responsible for returning the goods and we have not offered to collect them, we may withhold the refund until:
We receive the goods back; or
You provide evidence that the goods have been sent back,
whichever happens first.
In that situation, we will make the refund without undue delay and no later than 14 days after receiving the goods or evidence of return.
If we expressly offer to collect the goods, we will make the refund without undue delay and no later than 14 days after the day on which we receive your cancellation notice.
Refunds will be made using the original payment method unless you expressly agree to another method. You will not incur a fee for receiving the refund.
9. Faulty, damaged, misdescribed or incorrect goods
We are responsible for supplying goods that are:
Of satisfactory quality;
Fit for their usual purpose;
Fit for any particular purpose that you made known to us and that we agreed the goods would meet;
As described;
Consistent with any sample or model relied upon; and
In accordance with the agreed specification.
Please inspect the goods as soon as reasonably possible after delivery and before installation.
Where it is safe and practical to do so, please:
Check the delivery before signing the delivery paperwork;
Record any visible damage on the delivery paperwork;
Keep the packaging until the goods have been checked; and
Photograph the pallet, packaging and affected products.
Reporting visible delivery damage within 48 hours helps us investigate the matter with the carrier. This is a request, not a contractual or statutory deadline, and failure to report within 48 hours does not remove your legal rights.
When reporting a problem, please provide:
Your name and order number;
The product and quantity affected;
A description of the problem; and
Photographs or video where reasonably available.
Please do not install products where damage, a fault or an incorrect specification is reasonably apparent. Installing goods despite an obvious issue may increase avoidable loss, but it does not automatically remove your statutory rights.
Consumers normally have a 30-day short-term right to reject goods that did not conform to the contract when supplied.
If you request or agree to a repair or replacement during this period, the 30-day period is paused. After the repair or replacement, you will have the remaining part of the original period, or seven days if longer, to check whether the remedy was successful.
After the short-term right to reject expires, the applicable remedy will generally begin with a repair or replacement. The remedy must be provided without charge, within a reasonable time and without causing significant inconvenience.
If repair or replacement is impossible, disproportionate, unsuccessful or not provided within a reasonable time without significant inconvenience, you may be entitled to a price reduction or final right to reject the goods.
Where a fault is discovered within six months of delivery, the law will generally presume that the fault existed at delivery unless we can demonstrate otherwise or that presumption is inconsistent with the circumstances.
Where you are legally entitled to reject goods, we will pay the reasonable cost of returning them or arrange an appropriate collection. Any refund due following rejection will be made without undue delay and no later than 14 days after we agree that you are entitled to it.
These protections apply equally to standard and bespoke products.
We may reasonably inspect the goods or request supporting information to understand the problem. We will not use this process to cause unnecessary delay or restrict your legal rights.
10. Concrete characteristics and appearance
Concrete is manufactured from materials that may produce minor variations in shade, texture and surface appearance. Product colours may also appear differently because of lighting, photography and screen settings.
A minor variation is not necessarily a fault where the goods remain consistent with:
The product description;
Any sample or model relied upon;
The agreed specification; and
Any reasonable manufacturing tolerances disclosed before purchase.
This does not affect your rights where the products are materially different from their description, sample or agreed specification, or otherwise fail to meet the standards required by law.
For larger projects, we recommend ordering the full required quantity, including an appropriate allowance for cutting and installation, in one order to reduce possible variation between production batches.
11. Problems caused after delivery
Consumer remedies do not normally cover problems caused after delivery by:
Accidental damage;
Improper handling or storage;
Incorrect installation or an unsuitable foundation;
Cutting, drilling or unauthorised alteration;
Unsuitable cleaning, sealing or chemical treatment;
Use outside the stated purpose or load rating;
Failure to follow supplied installation or care instructions;
Normal wear and tear; or
A characteristic or limitation clearly disclosed before the contract was made.
This section does not apply where the problem resulted from an underlying defect, inaccurate information supplied by us or our failure to meet our legal obligations.
An incorrect measurement or quantity calculated solely by the customer is not itself a product fault. This does not apply where the customer reasonably relied on measurements, calculations or recommendations supplied by us and we failed to exercise reasonable care and skill.
12. Exchanges
We do not offer direct change-of-mind exchanges.
Where a standard product is eligible for cancellation, you may return it and place a separate order for the replacement product.
This does not affect your statutory right to request a replacement where goods are faulty, damaged, misdescribed or supplied incorrectly.
13. Non-faulty returns outside the cancellation period
We are not required to accept non-faulty goods after the applicable statutory cancellation period has expired.
We may accept a late, partial or surplus return as a goodwill gesture, but this is at our discretion. Any conditions will be explained and agreed in writing before the return is made.
This discretion does not affect any rights you have in relation to faulty, damaged, misdescribed or incorrect goods.
14. Contact details
To cancel an order, arrange a return or report a problem, contact:
Timeless Paving Creations Limited
Email: contact@timeless-paving.co.uk
Telephone or WhatsApp: 07707 721056
Registered office: 22 Crackington Avenue, Exeter, England, EX4 8FR
Please include your name and order number. We may request reasonable evidence of purchase, such as an order confirmation, payment record or other evidence showing that the goods were purchased from us.
Model cancellation form
Complete and return this form only if you wish to cancel an eligible contract. You may instead send any other clear cancellation statement.
To:
Timeless Paving Creations Limited
22 Crackington Avenue
Exeter
England
EX4 8FR
contact@timeless-paving.co.uk
I/We hereby give notice that I/we cancel my/our contract for the sale of the following goods:
Goods:
Order number:
Ordered on:
Received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s), only if this form is submitted on paper:
Date:
This form does not apply to genuinely bespoke or personalised goods where the statutory cancellation exception applies.