Faulty or Damaged Products
In the unlikely event that you receive a faulty or damaged product from us, we will exchange the product or provide you with a full refund or replacement. To be eligible for a refund or replacement, you must notify us of the fault or damage by post or email within 14 days of the product being delivered to you.
Please also provide us with the following information:
Your Name
Your Email Address
Order Number
Product Name and Quantity
Batch No (this can be found on the lid or side of the container)
Image of the product packaging
An image demonstrating the reported fault
Upon receiving your request we may arrange for the item to be collected from you. We reserve the right to inspect all returned products prior to agreeing to issue a refund or replacement. If we agree there is a fault, we will send out a replacement or process the refund. If the item proves not to be faulty then no refund will be offered and you will be charged the cost of the collection and any refund or replacement that has been sent prior to inspection.
Products No Longer Required
In the event that you wish to return a product that is no longer required, we will provide you with a refund, excluding any delivery charges, provided you advise us of the proposed return within 14 days of the product being delivered to you and you return it to us within 14 days of the refund or replacement request. We are unable to accept returns for products that we’ve weighed out or made a product to your specific requirements. We are unable to offer refunds or replacements if the containers have been opened, damaged or altered so that they are not fit for re-sale.
Please include the following information alongside the return:
Your Name
Your Email Address
Order Number
Product Name & Quantity
The address for returns is: 78-79 Railway Street, Leeds, West Yorkshire, LS9 8HB
Colour Swatch Returns
As an exception, we will accept returned colour swatches within 6 months of them being delivered to you. We will refund the cost of the colour swatches, excluding any delivery charges within 14 days of us receiving them provided that they have not been damaged or altered so that they are not fit for re-sale.
Please return colour swatches to: Relentless Microcement, 78-79 Railway Street, Leeds, LS9 8HB
Please include the following information in the package:
Your Name
Your Email Address
Order Number
Product Name & Quantity
Additional Information
Limitations of Refunds, Replacements or Compensation
We will offer a replacement or refund for products that have been found to be faulty or damaged on delivery, however the amount that we will refund or the value of the replacement is limited to the amount that you have paid to us for the faulty or damaged products. We will not compensate you or your installers for time spent working with faulty products, time spent waiting on deliveries or for any other costs that have been incurred as a direct or indirect result of the product being faulty or damaged.
All kits are available in multiples of 10m2, please note however this is just a guide based on average consumption rates & may not be accurate in all cases, you might find that you use slightly more or less of the quantities provided. In the event that additional items must be acquired, all additional items must be paid for by the customer. We will not supply any additional items that you require to complete an area, even if it is proven that the quantity of products provided in kits is not sufficient to complete the stated area.
Information provided in our communications is intended to offer help and guidance, including but not limited to; our step by steps, installation guides, training videos and employee communications. These are provided to the best of our knowledge at the time of construction, however on rare occasions, subsequent knowledge or improvements to products or processes may render previous communications obsolete. In such an event, we will not offer refunds, replacements or compensation to customers as a result of them following our guidance.
Microcement is made from natural minerals so colours may vary between batches and product lines. We will not offer refunds, replacements or compensation to customers who have experienced colour variation across batches, products or in comparison to swatches.
We can only offer refunds or replacements for goods that have been received by us in good condition and are fit for resale. Whether the goods have been collected by our courier or sent independently, We reserve the right not to offer a refund or replacement for products that arrive with us in state that means they cannot be resold, whether they have been damaged or opened in transit or beforehand, this also applies to products that have been lost in transit.
Refunds are not available on ‘free with purchase’ items.
Refund Timelines
All refunds will be made to the account used to purchase the product within 14 days of us receiving the products.