Refund policy

Return unused paving supplies to The Old Cobble Co within 30 days. Free returns for damaged or incorrect items, plus how and when refunds are paid.

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We want you to be confident in every order. If something isn't right, you can return it within 30 days of delivery. This policy is in addition to your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Return window

You have 30 days from the date of delivery to return an item for a refund.

Condition of returns

To qualify for a full refund, items must be:

•       unused, uninstalled and in the same condition you received them;

•       in their original packaging where possible, with all parts, spikes, connectors and instructions included.

Products that have been cut to length, installed, laid, filled, staked into the ground or otherwise used can only be returned if they are faulty. If a returned item shows signs of use or damage that wasn't present on delivery, we may reduce the refund to reflect its reduced value, as permitted by law.

Damaged, faulty or incorrect items

If your order arrives damaged, is faulty or isn't what you ordered, please contact us as soon as possible with:

•       your order number;

•       photos of the item, the packaging and the shipping label.

We will arrange collection or provide a prepaid return label at no cost to you, and offer a replacement or full refund, including any original delivery charge.

Change-of-mind returns

For all other returns, the cost of sending the item back is paid by the customer. We recommend a tracked service, as we can't be responsible for returns lost in transit. Original delivery charges are refunded only for items returned within the 14-day statutory cancellation period, up to the cost of our standard delivery option.

How to return an item

1.      Email info@theoldcobble.co.uk with your order number, the items you'd like to return and the reason.

2.      We'll reply with the return address and, for damaged or incorrect items, a prepaid label.

3.      Pack the items securely and send them back within 14 days of telling us.

4.      Keep your proof of postage until your refund is confirmed.

Returns can also be dropped off at our store at 117 West Way, Bournemouth BH9 3DU – please email us first so we can expect you.

Refunds

Once your return arrives, we inspect it and email you to confirm. Approved refunds are issued to your original payment method within 14 days of us receiving the return, and usually within 5 business days. Your bank may take a further 5–10 business days to show the credit.

Exchanges

We don't offer direct exchanges. To swap for a different size or product, return the original item for a refund and place a new order.

Contact

Questions about a return? Email info@theoldcobble.co.uk or call +44 1202 528714.