1. Australian Consumer Law Guarantee
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

2. Natural Stone Variations & Imperfect Goods
Stone is a natural product. Natural variations in colour, texture, porosity, and minor dimensional tolerances are inherent characteristics of the product and are NOT considered defects.Visual Variance: Paversmart assumes no responsibility for these natural variances. We do not guarantee that delivered goods will perfectly match showroom samples or website images.
Industry Breakage Tolerance (5% Rule): We aim to deliver the highest quality stone. However, as per industry standards, minor chipping or breakage of up to 5% of the total order is considered acceptable. These imperfect pieces should be set aside and used as cuts or infill during your landscaping project. Paversmart accepts no liability for the removal or consequential loss associated with replacing these imperfect goods.

3. Inspection and Acceptance (Crucial)
48-Hour Reporting Window: Buyers must strictly inspect all goods upon delivery. Any claims regarding wrong products, significant defects, or damages exceeding the 5% tolerance must be reported to Paversmart in writing within 48 hours of delivery.
Deemed Acceptance: All goods must be inspected BEFORE being laid. Once the stone is laid or installed, it is deemed accepted by the buyer. No warranties, returns, or claims can be made for faults, colour variations, or damages post-installation.

4. Change of Mind Returns
If you change your mind about your purchase, we may accept a return under the strict conditions below. This policy helps cover our heavy lifting, processing, restocking, and administrative costs.
Timeframe: The return request must be made within 30 days of receiving the goods.
Condition: The goods must be in their original, unopened packaging (pallets/crates) and in a resalable condition.
Restocking Fee: All approved “change of mind” returns are subject to a 30% restocking and handling fee, which will be deducted from your total refund amount.
Return Shipping: For change of mind returns, the customer is solely responsible for arranging and paying for the return freight to our warehouse. Original delivery fees are non-refundable.

5. Non-Returnable Items
The following items cannot be returned or refunded under any circumstances:
Leftover Materials / Partial Returns: We do not accept returns for leftover tiles, pavers, or “spares” after your project is completed. It is the buyer’s responsibility to accurately calculate required quantities.
Laid or Used Stone: Any stone that has been laid, cut, sealed, or chemically altered.
Custom or Clearance Items: Special orders, custom cuts, or products marked as “Clearance” or “Final Sale”.

6. Return Process
To initiate a return for either a defect or a change of mind, please follow these steps:
Contact Us: Email our team at [Insert Email Address] within 30 days of delivery (or within 48 hours if reporting defects/damages). Provide your order number, reason for return, and clear photographs.
Wait for Approval: Our team will review your request within 2 business days. Do NOT return items without written authorization.
Return the Goods: Once approved, deliver the goods to our warehouse at: [Insert Address, e.g., Clayton, Victoria].
Shipping Costs: If the product is proven faulty or shipped incorrectly by Paversmart, we will cover the return shipping costs. For “change of mind”, the customer pays return shipping.

7. Refund Processing Time
Once returned items are received and inspected at our warehouse (typically taking 3-5 business days), approved refunds will be processed and applied to your original method of payment within 5-10 business days.

8. Installation Recommendations
Paversmart strongly recommends that all stone and paving goods are installed by experienced, licensed stone fixers in compliance with Australian tiling practices (including blending tiles from different crates/batches to ensure an even colour distribution). Paversmart is not liable for damage, breakage post-delivery, or any losses incurred by the buyer due to poor installation practices.

Paversmart

03 9115 2998

info@paversmart.com.au