Returns – Refund & Damages Policy

Before submitting this form please ensure you have fully ready our terms & conditions, delivery, & key information summary. When purchasing pavers you agreed to our terms & conditions of sale.

If you have an issue to report regarding your order  please do so as soon as possible providing as much detail as possible via this form the maximum time frame allowed is 48 hours after delivery.


If you are cancelling the entire order  please contact us via this form within 48 hours if the goods have left the warehouse then a return & stocking charge may apply.

Returns (Entire Order)

We will provide a refund for any returned product purchased from Premier Porcelain, providing we are notified within 14 days of the delivery date that you wish to return the goods. Please note it is your responsibility to return the goods and returns must be the entire original order. If you wish us to collect the goods please note this will be chargeable (Cost of return transport and restocking charge)  & this is priced on application pls contact us on 

The goods must arrive to us undamaged and in a resalable condition, any goods not suitable for sale will be charged for or deducted from any refund.

Excess Goods

If you have excess pavers or tiles at the end of your project please note we can only consider / accept full pallets. Part pallets or pallets that were sent as a split/ part consignment we are unable to take back into our warehouse. Please consider this when measuring your area and purchasing your tiles or  paving. In all cases a re-stocking charge will apply. It is your responsibility to ensure any returned pallets are made suitable for transportation and the pallet is accessible for the courier. We cannot be held responsible for any additional charges that may occur due to issues on any collection. If you wish us to collect the goods please note this will be chargeable & priced on application please contact us for further information.


Given the nature of transportation and goods handling it is not unreasonable to expect a small amount of damages occasionally which is why we advise ordering and additional 10%. If you have an issue to report regarding damages  please do so as soon as possible providing as much detail as possible via this form the maximum time frame allowed is 48 hours after delivery. Due to stock rotation it is not always possible to provide replacements for damaged goods and where replacements can not be sent we will issue a refund for the damaged goods only.

Please note whilst we always try and deliver all items undamaged occasionally damages may occur in transit. Where damages are found they should be reported to us within 48 hours. Where the damages account for less than 5% of  the overall order quantity we will only be able to offer a monetary refund where applicable.

Replacements & Additional Orders

Given our fast stock rotation its is not always possible to send addition items or replacement items from the same shade & batch which is why we request you to carefully consider your quantities pre purchase and ensure you have spare products for remedial work at a later date.

Returns &  Key Points To Consider

  • The product must be returned unused and as new, in saleable condition, and in the original product packaging.
  • You are responsible for the cost and arranging the return of the goods.
  • Please note we can only accept returns of full pallets.
  • Split pallets or part pallets we are unable to accept due to our stock rotation.
  • At our discretion we may be able to arrange a collection for you with our preferred pallet network where applicable. The cost of this is priced on application. In all cases Re- Stocking Charges Will Apply
  • We will refund any monies once we are in receipt of the goods. Refunds may take up to 7 working days to clear back into your account.
  • This policy forms part  of our Terms & Conditions Of Sale

Please Complete The Below Form To Process Returns /  Refunds  & Damages. Contact us via the form below.

Please Provide Further Information here regarding your issue or return
Click or drag a file to this area to upload.
Please provide images of your products location (For Returns) or Images of your products if reporting damages.
Please confirm that you have read & understand our Returns / Refunds & Damages Policy. This policy is part of our Terms & Conditions of Sale