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Returns policy

1.About returns policy

1.1. The terms and conditions set out in this “returns policy “applies to all goods purchased from Norfolk Paving Supplies.

1.2. This policy and including all other policies as on the website form part of a legally binding contract between us and you, which you accept whenever you buy goods from Norfolk Paving Supplies online web shop. All of the terms and conditions will apply equally to the returns policy. Including any defined terms in the event of a conflict between the terms and conditions and the returns policy the terms of conditions will apply.

2.Your right to cancel non-standard stock items

2.1.  Goods that are ordered specifically for you (special order or non-stock items) cannot be cancelled or returned once the order is accepted. In this case, after we have sent you a delivery advice email you will have entered into a binding contract by the goods, and because the goods are being ordered specifically for you, you will not be able to cancel that contract. Once the goods have been delivered you can only return them if they are faulty/not satisfactory quality or not reasonably fit for the purpose and we cannot remedy the fault to your reasonable  satisfaction.

3. Your right to cancel standard stock items

3.1. Where you place an order for a standard stock product which is not a non-stock or special order item, you can cancel your order any time before the goods are dispatched to you.

3.2. Following receipt of the items, you can cancel your contract by notifying us in writing within seven days of the day on which the goods were delivered. This means that if you change your mind about the goods or for any other reason you decide you do not want to keep the goods; you can notify us of your decision to cancel the contract, and then return the goods to us for a refund. If your order comprises of more than one item you can cancel and return any of the items individually or in combination. Returns will be at your cost and a restocking charge applied and deducted from the refund.

3.3. Nothing within this returns policy or the terms and conditions affects your rights under the law, and in particular you will always be entitled to return goods to us for a full refund if they were mis-described, or are not of satisfactory quality or reasonably fit for their purpose and we cannot remedy the fault to your reasonable satisfaction.

4.How to cancel

4.1. If you wish to cancel your order please contact Norfolk Paving Supplies by email or telephone. Please have your order acknowledgement email to hand and be ready to quote your order number and specify which items you want to return. Alternatively you may give us written notice of your cancellation. This can be done by writing to us at 

Norfolk Paving Supplies
Unit 2 Oak Lodge 
North Walsham Road 
Norwich Norfolk 
NR6 7JG.

You must include your order number in the written notice, and clearly specify which gives you wish to return.

4.2. Where you cancel your goods after the goods have been delivered you agree to return the goods to us by following the procedures set out below.

5.Your right to cancel standard stock items

5.1. If you would like to return the goods yourself in person, you can return them to

Norfolk Paving Supplies 
Unit 2 Oak Lodge North Walsham Road 

you will need to take all of the goods you are returning together with a copy of your order acknowledgement email delivery receipt and the payment card with which you paid for the goods.

5.2. To arrange collection of the unwanted goods please contact Norfolk Paving Supplies by email or telephone please have your order number and delivery receipt to hand we will then arrange for your unwanted goods to be collected by a Norfolk Paving Supplies approved carrier. A collection and re-stocking fee will apply and be deducted from the refund.

5.3. You agree to return the goods in full, in resalable condition and securely packaged as was originally delivered. If the goods have been unpacked they must be repacked in their original packaging in their original condition. You are responsible for all costs associated with returning the goods

6.Taking reasonable care of the goods / items

6.1. You agree to take reasonable care of the goods from the time they are delivered to you until the time that they are returned. Examples of a failure to take reasonable care of goods may include if you use the goods, or if you remove the goods from their packaging and failed to properly repacked them. If your failure to take reasonable care of the goods means that they cannot be resold as new we reserve the right to apply a charge of between 0 - 100% of the price you paid for the goods, which you agree we may discount from your refund of the goods. We can only resell opened, or used goods at a significantly discounted price and the charge is your agreed contribution to the likely loss on these goods.

6.2. If the goods are damaged whilst in your care, if you fail to return all parts of the items or otherwise if your failure to take reasonable care of the goods means we reasonably believe that resale will not be possible at all, you agree that we may withhold payment of all or part of the refund in respect of the goods as compensation for the loss on these goods. Without limitation.

7.Conditions of collection

7.1. Collection of the goods will only take place from the delivery address to which they were delivered, and will be subject to the following conditions:

7.2. You agree to provide Norfolk Paving Supplies with as much detail as possible of the relevant features of the delivery address in order to help representative prepare for the collection.

7.3. You agree to ensure that there is suitable access to the chosen collection location.

7.4. If collection cannot be made from your chosen location due to the nature of the premises, because there is insufficient access or for any other reason that is not within our reasonable control, including your absence at the time of the collection, you agree to pay reasonable additional collection fees and the costs of rearranging collection.

7.5. If representative reasonably considers that collection is likely to cause damage to the goods or to your property, they will inform you and record this concern on the collection document. You may instruct representative to collect the goods in spite of such concern but we will not be liable for any damage caused to your property or to the goods as a consequence of us attempting collection on your instructions (provided that reasonable care is taken in collecting the goods)

7.6. Collection document must be signed by you to confirm the collection has taken place. The collection document will be provided by the representative who comes to collect your goods.

7.7. You must keep the goods safe and protected at your own risk until they have been removed by collection agents from your premises

7.8. If you are not personally available to undertake any of your obligations under this paragraph you may appoint a representative to do so in your place. The representative must be an adult capable of supervising collection on your behalf, and you agree that we will be entitled to rely on the representative’s instruction as if they were your own.

7.9. This does not take away any rights you may have under law.

8.Your right to cancel standard stock items

8.1. We will charge a reasonable fee for the cost of sending a representative to collect your goods. In most cases the costs involved in collecting your goods are the same as the initial cost of delivering them, therefore usually the collection fee will be the same as the delivery fee. You agree that we may off set the collection fee against any sums being refunded to you.

8.2. Collection fees will apply to each collection made by us and will be charged in full even if not all the items you ordered are being returned.

8.3. If you are returning your goods because they are faulty or incorrect, no collection fee will be charged.

9. Refunding your money

9.1   We will make all refunds to the card used for the payment.

9.2   The refund will include the cost of the returned goods but not the original delivery fee. Where you are returning all of the goods on the order) less any charges for failure to take reasonable care of the goods in any collection

10. Your consumer rights

10.1. This returns policy does not take away any rights you may have under consumer

10.2.  This returns policy is in accordance with your right to cancel a contract formed at distance under the consumer protection (distance selling) regulations 2000