Returns, Refunds & Damaged Deliveries Policy

Returns

If you wish to return an unwanted product, please contact us within 14 days of receiving your order.

Eligible products must be unused, in their original condition, and returned with all original packaging, labels, and tags intact where reasonably possible.

We do not offer free returns for unwanted items. All return shipping costs are the responsibility of the customer.

Please note:

Concrete mix products, including the Off White Worktop Mix, must be returned at the customer's expense. The Concrete Sett does not cover return shipping costs for unwanted concrete products or palletised items.

For eligible consumer cancellations, you have a further 14 days from notifying us of your cancellation to return the goods.

These conditions do not affect your statutory consumer rights.

Damaged or Incorrect Deliveries

Please inspect your order immediately upon delivery. Any damage or incorrect items should be reported to info@theconcretesett.com within 7 days of receiving your order.

To help us investigate and process your claim, you must provide your order number and clear photographs showing:

• Damaged product: Clear photographs showing the damage sustained.

• Product inside packaging: Photographs showing how the product was packaged upon arrival.

• Internal packaging: Photographs of all internal protective materials, including any padding or wrapping.

• External packaging: Photographs of the outside of the packaging, including any visible damage.

Important: Please retain all original packaging and damaged products until your claim has been reviewed. These may be required for courier investigations and insurance claims.

Failure to report damage within 7 days may affect our ability to investigate the issue with the courier and offer a discretionary refund or replacement.

Unfortunately, we will be unable to process claims for transit damage reported after this period where there is insufficient evidence to establish that the damage occurred during delivery.

This does not affect your statutory consumer rights in relation to faulty, damaged or incorrectly supplied goods.

Return Process

To request a return, please contact us first at info@theconcretesett.com.

Once your return has been approved, we will provide the correct return address and further instructions.

All items must be securely packaged to prevent damage during transit.

Items damaged during return shipping due to inadequate packaging may be subject to a deduction from the refund, where permitted by law.

Please do not send any items back without first contacting us to arrange the return.

Refunds and Restocking

Once your return is received and inspected, we will process your refund, exchange, or store credit where applicable.

Please allow up to 3 working days from receipt for us to inspect and process your return.

Approved refunds will be issued to your original payment method, unless otherwise agreed. The time taken for funds to appear in your account may vary depending on your payment provider.

Restocking Fee:

Discretionary returns outside statutory cancellation rights may be subject to a restocking fee. This will be deducted from your refund and varies depending on the product.

The exact restocking fee will be confirmed when your return is approved.

Restocking fees do not apply to valid statutory cancellations or claims involving faulty, damaged, or incorrectly supplied products.

Contact Us

If you have any questions regarding returns, refunds, or damaged deliveries, please contact us:

The Concrete Sett

Email: info@theconcretesett.com

Website: www.theconcretesett.com

We aim to resolve all issues as quickly and fairly as possible.