Returns & Exchanges
1. About this Returns Policy
The terms and conditions set out in this “Returns Policy” apply to all goods purchased from R&R Products Ltd T/A The Paving Experts (“R&R”) online shop in the UK.
Together with the Terms of Sale this Returns Policy forms part of a legally binding contract between us and you which you accept whenever you buy goods from R&R’s online shop. All of the terms and conditions in the Terms of Sale will apply equally to this Returns Policy, including any defined terms. In the event of a conflict between the Terms of Sale and this Returns Policy, the Terms of Sale will apply.
As a small, family-run business, we are committed to being open and transparent about how returns work, particularly where industry-specific rules on perishable and sealed goods apply.
Company Information
Please note that The Paving Experts and The Tiling Experts are trading names of our business R & R Products Ltd, a company registered in England & Wales (Company No. 08069650). For this reason, you will see R & R Products Ltd listed on your confirmation emails, invoices, and on your bank or credit card statements.
2. Checking your Order & Confirmation emails
We send two email confirmations for every order:
- Order Acknowledgment – sent at the point of purchase.
- Order Processing Confirmation – sent once your order has been checked and prepared for dispatch.
It is your responsibility to carefully check both confirmations. Please take a moment to ensure that all details are correct – items, quantities, colours, and your delivery address. As a small team, we do our best, but the odd mistake can happen.
If you notice an error, let us know the same day by emailing orders@thepavingexperts.testdomainuk.co.uk so we can correct it before dispatch.
Important: If mistakes are not flagged on the same day and goods need to be returned or redelivered later, a 20% restocking fee and a redelivery charge will apply.
If your delivery address has any access restrictions, please also let us know in advance to avoid delays or additional costs.
3. Your right to cancel made-to-order goods
Goods that are ordered to your specification cannot be cancelled or returned once the order is accepted. In this case, after we have sent you our Delivery Advice email you will have entered into a binding contract to buy the goods, and because the goods are being made to your specification you will not be able to cancel that contract. Once the goods have been delivered you can only return them if they are not of satisfactory quality or reasonably fit for purpose and we cannot remedy the fault to your reasonable satisfaction.
4. Your right to cancel “off-the-shelf” goods
For standard stock products which are not made to your specification, you can cancel your order at any time before the goods are delivered to you.
Following receipt of the goods, you can cancel your contract by notifying us (as set out in section 5 below) within 14 days of the date on which the goods were delivered. Goods must be returned in the same condition and packaging. Refunds will only be given for products that are returned undamaged. A 20% restocking admin charge is applied for any returns. You are responsible for returning goods to The Paving Experts.
Important Exclusions – Perishable & Sealed Goods
Under the Consumer Contracts Regulations 2013, the right to cancel does not apply to goods that are:
- Cementitious, bitumen or tarmac-based products (including grouts, mortars, primers, and other similar products)
- Other perishable goods that are liable to deteriorate or expire quickly
- Tools or goods sealed for health and hygiene reasons once the seal has been broken
These exemptions exist because such goods cannot reasonably be resold in the same condition after cancellation, often due to health, hygiene, or rapid spoilage risks. As a small, family business, we must comply with these legal requirements and cannot accept returns for these items.
Nothing within this Returns Policy or the Terms of Sale affects your rights under law. You will always be entitled to return goods to us for a full refund if they were mis-described, faulty, or not reasonably fit for their purpose, and we cannot remedy the issue to your reasonable satisfaction.
5. How to cancel
If you wish to cancel an order, please contact us by emailing orders@thepavingexperts.testdomainuk.co.uk with your order number and the goods you wish to return. You are responsible for returning the items to us at the below address.
Alternatively, you may write to us at:
R&R Products Ltd
T/a The Paving Experts
Unit 4, The Mill, Lullington Road
Clifton Campville, Tamworth
Staffordshire, B79 0AU
6. Returning your goods
- Goods must be returned in full, in a resalable condition, and securely packaged. We cannot refund damaged goods.
- Please include your order acknowledgment email, delivery receipt, and the card used for payment.
- Returns cannot be accepted for cementitious, bitumen/tarmac, perishable products, or sealed tools once opened.
- You are responsible for all costs of returning the goods.
Fo any issues please contact us at orders@thepavingexperts.testdomainuk.co.uk.
7. Taking reasonable care of the goods
You must take reasonable care of goods from delivery until return. Failure to do so (e.g., product returned damaged, ripped, poor storage, or missing packaging) means we will be unable to provide a refund.
8. Collection Conditions & Fees
We can on occasion provide a collection service, if you require your goods to be collected, this can be arranged only from the delivery address of the original order, and you will need to be in all day on the day of collection until the courier arrives.
Please also note:
- Suitable access must be provided.
- If we cannot collect due to site restrictions, absence, or insufficient access, additional collection fees will apply.
- Collection fees usually match the original delivery cost.
- No collection fee applies if goods are faulty or incorrect.
- If you ordered the wrong product (e.g., wrong colour or type), a 20% restock fee and redelivery fee apply. (Goods need to returned in re-sellable condition, in order to be exchanged. Any returned damaged are at your risk).
9. Processing Refunds
Refunds are issued to the original payment card and typically take 7–10 days to appear on your bank statement.
Refunds will include the cost of goods less:
- Delivery charges
- A 20% restocking fee
- Any collection fees
- Deductions for lack of reasonable care (if applicable)
Please note: We cannot refund cementitious, bitumen/tarmac, perishable products, or unsealed tools.
10. Your consumer rights
This Returns Policy does not affect your statutory rights under consumer law. For independent advice, please contact Citizens Advice (www.citizensadvice.org.uk).
