RETURNS & REFUND POLICY

Effective Date: 01/01/2024
Website: www.roadstonedirect.co.uk
Business Name: Roadstone Direct
Email: sales@roadstonedirect.co.uk
Phone: 0115 795 2341

1. Nature of Our Products

RoadstoneDirect supplies bulk building materials including aggregates, sand, gravel, and related products.

Due to the nature of these materials:

Products are delivered loose (tipped) or in bulk bags.
Materials are natural quarried products and may vary in colour, texture, and grading.
Once unloaded, materials cannot be resold or collected for hygiene, contamination, and safety reasons.

For these reasons, returns are strictly limited as set out below.

2. Order Cancellations (Before Dispatch)

You may cancel your order free of charge provided that:

The order has not yet been dispatched, and
The delivery vehicle has not left the depot.

If cancellation occurs after dispatch but before delivery, transport and handling charges will be deducted from your refund.

To cancel an order, contact us immediately at sales@roadstonedirect.co.uk or call 0115 795 2341

3. Returns After Delivery

3.1 Once Materials Are Unloaded

Returns are not accepted once materials have been unloaded at the delivery location.

This includes:

Loose tipped loads
Bulk bags once offloaded
Palletised materials once unloaded

The act of unloading constitutes acceptance of the goods.

4. Inspection on Delivery

Customers must inspect materials before unloading where reasonably possible.

You must notify the driver immediately if:

The wrong product has been delivered
The quantity is clearly incorrect
There is visible contamination or defect

If a problem is identified before unloading, the load may be returned to the depot and reviewed.

Failure to raise concerns before unloading may limit your entitlement to a refund.

5. Incorrect or Faulty Goods

If we have delivered:

The wrong product, or
Material that is materially defective or not as described

You must notify us within 24 hours of delivery, providing:

Your order number
Photographic evidence
A description of the issue

Where a claim is validated, we may:

Replace the product, or
Provide a partial or full refund at our discretion

We reserve the right to inspect the materials before agreeing to a refund.

6. Natural Variations

Aggregates and quarried materials are natural products. Variations in:

Colour
Stone size
Dust content
Moisture content

do not constitute defects and are not valid grounds for return or refund.

7. Failed Deliveries

If delivery cannot be completed due to:

Unsafe or unsuitable access
Customer absence (where attendance is required)
Inaccurate delivery information provided by the customer

The delivery may be cancelled and transport costs will be deducted from any refund.

8. Refund Process

Approved refunds will:

Be processed to the original payment method
Be issued within [5–10] working days
Exclude delivery charges where applicable

We reserve the right to deduct reasonable transport, handling, and administrative costs where permitted.

9. Consumer Rights

Nothing in this policy limits your statutory rights under applicable consumer protection law.

However, due to the nature of bulk building materials and the fact that goods become mixed with other materials or land once unloaded, certain distance selling cancellation rights may not apply once delivery has occurred.

10. Contact Us

For all returns or refund enquiries, please contact: sales@roadstonedirect.co.uk or call 0115 795 2341

RoadstoneDirect
Email: sales@roadstonedirect.co.uk
Phone: 0115 795 2341