Terms & Conditions

Terms & Conditions

These terms may have changed since you last reviewed them.  These terms were last updated 2^nd June 2025.

WE REFER YOU TO CLAUSE 13 SPECIFICALLY.

1 Words used in these Terms

1.1 In these Terms, the following definitions apply:

1.1.1 “you” or “your” refers to you, the customer who is ordering and buying Products;

1.1.2 “we,” “us,” or “our” refers to: Relentless Interiors Limited, a limited company registered in England (company number 09935111), with its registered office at Suite 2, The Point, Mayfield Road, Ilkley, LS29 8FL, United Kingdom, and VAT registration number GB 269 0939 61 (Relentless Microcement is a trading name of Relentless Interiors Limited);

1.1.3 “Delivery Policy ” means the terms applicable to our delivery services for Products, which can be accessed on our Website;

1.1.4 “order” refers to an order you place for Product(s) via our Website, over the phone, or through any other method we may allow from time to time, which is incorporated into our agreement (as defined below);

1.1.5 “our agreement” refers to the agreement defined in clause 3.2;

1.1.6 “Privacy Policy” means our privacy policy, which is detailed on our Website;

1.1.7 “Product” or “Products” refers to the goods and items that we offer for sale;

1.1.8 “Returns Policy” means the terms applicable to the returning of Products, which can be accessed on our Website;

1.1.9 “Terms” refers to these terms and conditions of sale; and

1.1.10 “Website” refers to the website https://relentlessmicrocement.com (or any other URL we may designate at any time) operated by us or on our behalf.

1.2 If you are placing an order on behalf of a company, organisation, or other entity, then (i) “you” (as defined in clause 1.1.1) includes both you and that entity, and (ii) you confirm and guarantee that you have the authority to bind the entity to our agreement (including these Terms), and that you accept our agreement (including these Terms) on behalf of both yourself and the entity.

1.3 These Terms outline the basis on which we sell Products to you. Please read these Terms carefully. Subject to clause 5.5, by placing an order for and/or purchasing any Product, you acknowledge your acceptance of these Terms and agree to be bound by them. If you do not agree to these Terms, you will not be able to order or purchase any Products from us.

1.4 If you are viewing these Terms on our Website, you should print or save a copy for your records as we do not file a copy.  Our agreement is only available in English.

2 Consumer and business rights

2.1 You are a business customer if you are buying Products wholly or mainly for use in connection with your trade, business, craft or profession, even if you are an individual.  This is important because we do not give business customers the same rights as consumers.  We will clearly state where a term applies just to businesses or consumers.

3 Our Product(s) and our agreement

3.1 You can find everything you need to know about us and our Products on our Website before you place your order.  We will also confirm the key information to you in writing after you order, either by email or in your online account.

3.2 Each order you place and purchase of Product(s) you make is subject to these Terms, our Delivery Policy (where relevant), and our Returns Policy (for consumers only), together with the terms of any promotional or special offers from time to time in force (details of which will be available on our Website) (together with the order being our agreement).

4 Entire Agreement – Business customers only

4.1If you are a business customer our agreement constitutes the entire agreement between us in relation to your purchase.  You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by us or on our behalf which is not set out in our agreement and that you have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in our agreement.

5 The order process and formation of the contract between us

5.1 You will have the opportunity to review and amend any input errors in your orders on the Website until you finalise your order by clicking the “Place Order” (or equivalent) button on the checkout page. It is important to thoroughly review your order at each step of the process. Once you click the “Place Order ” (or similar) button, you will be required to pay for the Products that you have ordered via the Website.

5.2 Take some time to check your order, estimates and invoices carefully.  Once payment has been made, Relentless will not take responsibility for any incorrect orders.

5.3 Your order constitutes an offer to purchase from us. When you place an order (or otherwise express an intent to make a purchase), it is done in accordance with our agreement, subject to our acceptance of your order (or offer). If you place an order through our Website (or where we have indicated that we will), we will send you an email acknowledging receipt of your order, including your order number and details of the Product(s) you have ordered. Please note that this email serves only as an acknowledgment and does not signify acceptance of your order.

5.4 After reviewing your order, we will contact you again to confirm that we have accepted it.

5.5 We reserve the right to decline your order (or offer) for any reason, and we will not be liable to you or anyone else in such instances. If we do not accept your order (whether in whole or in part), any payments made in connection with that order (or the portion of the order we do not accept) will be refunded to you.  We may reject an order because a Product is out of stock, because you are located outside of our delivery areas or because we cannot deliver within any timescales that you have specified.  We may also reject an order if the Product was mispriced by us.

5.6 Our agreement is established when we accept your order (or offer).

6 Buying from us

6.1 You must be 18 or over to purchase Products from us via our Website. By ordering and/or purchasing Products you agree that you satisfy the legal age requirements for those Products.

6.2 We will take reasonable steps to display as accurately as possible the colours, appearance and other detailing of our Products (and their packaging) in the images that appear on the Website and in our catalogues and other media. However, we do not guarantee that the images, appearance and other detailing that appear on the Website and in our catalogues and other media will exactly reflect the colour, appearance or detailing of the physical Product (or its packaging). Your Products (and their packaging) may vary slightly from those images.

6.3 Due to the natural minerals in microcement products there may be some colour variations between batches and versus swatches, swatch books and sample kits. To the extent permitted by law, we accept no liability associated with such variations.

6.4 Any information on the Website and in our catalogues and other media regarding sizing, weights, capacities, specifications, dimensions and measurements of Products may vary by up to 5%. If you are concerned about the precise size, weight, capacity, specifications, dimensions or measurements of any Product you require, we recommend that you contact us prior to placing an order and/or purchasing a Product.

6.5 If your order includes Products that are made according to measurements you provide us, please ensure these measurements are correct and accurate as your right of return may be impacted unless the Products are faulty or incorrectly delivered.

6.6 Where we agree to provide a specifically designed kit as part of or in connection with your order, you will be responsible for checking the accuracy and suitability of the kit and ensuring it meets your requirements before placing an order.

6.7 We use average consumption rates to advise on the quantities of Products required. These quantities may not be accurate in all cases, you may find that you use slightly more or less of the quantities provided.  If additional Products are required, you are required to pay the full value for the additional Products.  We will not supply any additional Products that you require to complete an area, even if it is proven that the quantity of Products provided is not sufficient to complete the stated area, except where we have provided negligent advice.

6.8 Products will only perform as stated when they have been applied and cared for correctly.  We take no responsibility for failures that have resulted from incorrect application or use resulting from your failure to follow the instructions, including but not limited to: insufficient drying times, insufficient sealer application, microcements being applied too thickly, excessive impacts, moisture being trapped on or beneath the surface, poor maintenance, excessive use etc.

6.9 Information provided by us is intended to offer help and guidance, including but not limited to installation guides, training videos, estimates, and verbal and written communications from our employees. While we are required to provide such information with reasonable care and skill, it is not intended to constitute comprehensive or formal training. There may be incidental omissions or simplifications, and we do not undertake to provide exhaustive instruction or full technical training as part of this guidance.

6.10 Unless otherwise stated, all Products must be used within 3 months of the delivery date and within 3 weeks of opening due to their anticipated shelf-life.

7 Price, Delivery Charges, and Availability

7.1 Unless otherwise noted, the prices of Products will be the prices as quoted on our site at the time you submit your order (except where there has been a pricing mistake, as detailed in clause 5.5 above) and will include the applicable sales tax (such as VAT). Sales tax will be applied at the current rate and will be displayed on your invoice. Sales tax amounts may be subject to minor rounding differences. The precise sales tax amount will be shown on the tax invoice (if provided). This will not impact the total price, which includes sales tax.

7.2 Product prices do not include delivery charges unless expressly indicated otherwise. Delivery charges vary depending on the Product(s) ordered, the delivery address, and the chosen delivery method. Please refer to our Delivery Policy for more details. When placing an order through our Website, delivery charges will be automatically calculated in your shopping basket based on your selections and added to your order.

7.3 Occasionally, we may offer promotional prices on Products, including prices exclusive to our Website or in-store purchases. These promotional prices will only apply within the context of the specific promotion and will be subject to the terms of that promotion. For instance, Website-only prices will not be valid for in-store purchases, and in-store-only prices will not apply to Website orders. To benefit from promotional prices, you must provide the relevant promotion code when placing your order (where applicable). Promotions may be updated at any time.

7.4 We reserve the right to change our prices at any time without prior notice, but we will not charge you any increased price for the Products once you have placed your order, except where there has been a pricing mistake, as detailed in clause 5.5 (in which case we may reject your order).

8 Payment

8.1 Payment must be received in full before we can process your order and/or purchase, unless otherwise agreed upon in writing in advance.

8.2 You can make payment using most major credit or debit cards, as well as through other online payment methods (including Apple Pay and Google Pay).

8.3 If you choose to pay for your order with a credit/debit card, you must use your own card or one that you are authorised to use. All credit/debit card holders are subject to third-party validation checks and authorisation by the card issuer. If the card issuer refuses to authorise payment or if any other validation checks return negative results, we will not accept your order. We will not be liable for any delays or non-delivery resulting from this, nor are we obligated to provide the reason for the refusal.

8.4 We are not responsible if your card issuer or bank imposes charges on you as a result of us processing your payment in line with your order.

8.5 Where you are a business, you are responsible for all orders placed by your authorised employees.

9 Receiving Your Products

9.1 If you order Products for delivery, the applicable delivery terms will depend on the specific Products ordered, the delivery address, and the chosen delivery method. Unless otherwise agreed, we only deliver to the areas specified in our Delivery Policy.

9.2 Our Delivery Policy is available on our Website.

9.3 If you are a business, each Product remains our property until it has been fully paid for or delivered to you (whichever occurs later), at which point ownership transfers to you. Once the Products are delivered to you or collected by you, the risk and responsibility for the Products pass to you, and you will be responsible for their safe storage. We will not be liable for any damage or defects resulting from improper storage.

9.4 If you are a consumer, ownership in the Products will transfer to you on receipt of delivery.  You will also be responsible for the Products and their safe storage from receipt of delivery.  We will not be liable for any damage or defects resulting from improper storage.

10 Cancellation and Returns

10.1 Please review the Returns Policy available on our Website for further information.

Right to cancel – consumer

This clause applies to you only if you are a consumer. If you are a consumer, in addition to the rights set out in the Returns Policy, you may have additional rights to cancel our agreement. If a consumer wants to obtain further advice about their right to cancel, in the UK, they can contact their local authority Trading Standards Department or Citizens’ Advice Bureau.

10.2 Consumers have a legal right to change their mind and cancel our agreement within 14 days of receiving the Products (“Cooling-off Period”) without providing a reason. Note that this right does not apply to bespoke Products (i.e. Products made to a consumer’s specifications or clearly personalised, or other Products excluded under the Returns Policy).

10.3 The Cooling-off Period ends 14 days from the day a consumer takes physical possession of the Products, or a third party appointed by the consumer (excluding the carrier) takes possession. If a consumer orders multiple Products or if Products are delivered in parts, the cancellation period extends to 14 days from the day the consumer or their appointed third party receives the last Product, part, lot, or piece.

10.4 To exercise the right to cancel, a consumer can notify us by:

10.4.1 Calling us at 0333 5772611 (available 9am to 4pm on weekdays), emailing us at info@relentlessmicrocement.com, or writing to us at Relentless Microcement, Unit 9 Greencroft Works, Kirk Lane, Yeadon, Leeds LS19 7LX, United Kingdom to arrange a return; or

10.4.2 Providing any other clear statement of cancellation.

10.5 To meet the cancellation deadline, it is sufficient for a consumer to send their cancellation notice before the Cooling-off Period ends.

10.6 We will acknowledge receipt of a consumer’s cancellation notice via email.

10.7 For Products delivered to a consumer, they may need to accept delivery before cancelling if the Products are in the delivery process at the time we receive the cancellation notice. This does not affect the consumer’s rights under this clause and clause 11. Upon cancellation under clause 10.6, the consumer will receive a refund of all payments made, except for any additional costs incurred due to expedited delivery (being charges above the standard delivery charge, which is refundable).

10.8 We will reimburse the consumer (by the same method as used for payment) without undue delay and no later than 14 days after receiving the returned Products (unless we agree that the consumer may dispose of them).

10.9 If no Products were delivered, or we receive evidence that the consumer has returned the Products, we will issue a refund no later than 14 days from when we are informed of the consumer’s decision to cancel.

10.10 We may deduct from the refund any loss in value of the Products if the loss is due to unnecessary handling by the consumer. The consumer is liable only for any diminished value resulting from excessive or unreasonable wear and tear beyond what is necessary to establish the nature, characteristics, and functionality of the Products.

10.11 If a consumer wants to exercise their right to a refund as outlined in clause 10, they must return the Products promptly and, in any case, within 14 days from the date the consumer cancels their order, unless we agree that the consumer may dispose of the Products (in which case the consumer must follow any disposal instructions we provide).

10.12 Unless the Products are faulty or not as described, the consumer is responsible for the cost of returning them. We offer a courier service for certain Products—please contact us for details. A fee will apply for this service, which will vary depending on the weight of the returned Products.

11 Faulty Products – Consumers

11.1 Upon receiving the Products, you should inspect them to ensure they match your order. If you discover any issues, or if the Products are defective or damaged, you must notify us as soon as reasonably possible.

11.2 In addition to the cancellation rights described in clause 10, if there is an issue with your order or if the Products are faulty, we may address any shortages or non-deliveries or offer a repair, replacement, or refund as per your consumer rights. Please contact us at 0333 577 2611 (available 9am to 4pm on weekdays) or email us at info@relentlessmicrocement.com to arrange the resolution. Alternatively, you may return faulty Products to our warehouse at Relentless Microcement, Unit 9 Greencroft Works, Kirk Lane, Yeadon, Leeds, LS19 7LX.

11.3 Please see our Returns Policy for more information about your key legal rights in respect of faulty Products.

11.4 We reserve the right to inspect all returned Products. If we identify that the Product is not faulty then no repair, replacement, or refund will be offered.

11.5 If a faulty Product has been used or sold in conjunction with another Product, repair, replacement, or refunds are limited to the faulty Product.

11.6 You are responsible for inspecting all Products upon receipt. We strongly encourage you to review the Products as soon as possible and notify us promptly of any defects, faults or missing Products, and to not engage contractors or commence works until you are happy with the Products. If you become aware of a fault and continue to use, install, or incorporate the Product without notifying us, we will not be liable for any resulting damage, loss, or additional costs caused by continued use of the defective Product.

12 Faulty Products – Businesses

12.1 We warrant that on delivery, and for a period of 3 months from the date of delivery, any Products shall:

12.1.1 conform in all material respects with their description and any relevant specification;

12.1.2 be free from material defects in design, material and workmanship;

12.1.3 be of satisfactory quality (within the meaning of the Sale of Goods Act 1979); and

12.1.4 be fit for any purpose held out by us.

12.2 Unless an exception applies, if:

12.2.1 you give us notice in writing during the warranty period within a reasonable time of discovery that a Product does not comply with the warranty in clause 12.1;

12.2.2 we are given a reasonable opportunity of examining such Product; and

12.2.3 you return such Product to us at our cost, we shall at our option, repair or replace the defective Product, or refund the price of the defective Product in full (within 14 days of receipt of the defective Product) and this will be your only remedy for breach of the warranty.  The terms of this clause 12 shall apply to any repaired or replacement Products supplied by us.

12.3 We will not be liable for a Product’s failure to comply with the warranty in clause 12.1 if:

12.3.1 you make any further use of such Product after telling us it is non-compliant;

12.3.2 the defect arises because you failed to follow our oral or written instructions as to the storage, installation, commissioning, use or maintenance of the Product or (if there are none) good trade practice;

12.3.3 the defect arises because we followed any drawing, design or specification supplied by you;

12.3.4 you alter or repair the Product without our written consent; or

12.3.5 the defect arises because of fair wear and tear, wilful damage, negligence, or abnormal working conditions.

12.4 If a faulty Product has been used or sold in conjunction with another Product, repair, replacement, or refunds are limited to the faulty Product.

12.5 If we identify that the Product is not faulty then no repair, replacement, or refund will be offered and you will be charged for any costs incurred.

13 Liability – WE REFER YOU TO THIS CLAUSE SPECIFICALLY.

If You Are Acting as a Consumer

13.1 If you are purchasing Products as a consumer we accept no liability for:

13.1.1 losses that are not foreseeable (a loss is considered foreseeable if it was a likely consequence of our breach or if it was anticipated by both parties when entering into our agreement);

13.1.2 losses arising from circumstances where we are not at fault or in breach of our agreement;

13.1.3 business losses, including but not limited to loss of profits, loss of business, contracts, goodwill, business opportunities, or similar losses; and

13.1.4 losses due to the use or misuse of the Products.

13.2 As a consumer, you may have legal rights regarding claims related to our negligence or failure to meet our obligations. Nothing in our agreement is intended to limit your legal rights as a consumer. For more information about your legal rights, please contact Citizens Advice Bureau.

If You Are Acting as a Business

13.3 If you are purchasing as a business customer, our liability to you arising out of or in connection with our agreement, whether arising in contract, tort (including negligence), breach of statutory duty, or otherwise, is limited to the price paid or payable in respect of all Products within the order forming part of our agreement.

13.4 Without affecting clause 13.3, and subject to clause 13.8, if you are a business customer, we accept no liability for any of the following losses, whether arising in contract, tort (including negligence), breach of statutory duty, or otherwise:

13.4.1 loss of profits, sales, or business;

13.4.2 loss of anticipated savings;

13.4.3 loss of use or production;

13.4.4 loss of goodwill;

13.4.5 business interruption; and

13.4.6 indirect or consequential losses.

13.5 As a business customer, you acknowledge that our obligations are defined solely by our agreement.

13.6 Except as specified in our agreement, all other terms, warranties, representations, and conditions implied by statute, common law, or otherwise (including fitness for purpose) are excluded to the fullest extent permitted by law.

13.7 Subject to clause 13.8, we are not liable for any issues related to the use or installation of Products by you or on your behalf. As a business customer, you agree to indemnify us against any claims or allegations and associated liabilities, damages and losses (including loss of profits, loss of business, loss of reputation, loss of savings and loss of opportunity), fines, expenses and costs (including all interest, penalties, legal costs (calculated on a full indemnity basis and reasonable professional costs and expenses)) related to your misuse of the Products or failure to install the Products in accordance with their instructions for installation.

Liability Provisions That Apply Regardless of Consumer or Business Status

13.8 Nothing in our agreement excludes or limits our liability for fraud or fraudulent misrepresentation, death or personal injury caused by our negligence, breach of the terms implied by section 12 of the Sale of Goods Act 1979, defective products under the Consumer Protection Act 1987, or any other liability that cannot be excluded or limited by law.

13.9 Our Website, catalogues, and other media may contain content created and submitted by third parties. Subject to clause 13.8, we exclude liability for any losses arising from errors, omissions, or inaccuracies in such third-party information and materials.

14 Our Rights to Cancel

14.1 We reserve the right to cancel our agreement by providing written notice to you if you breach any terms of our agreement (including non-payment) and do not resolve your breach within 14 days of a reminder from us to do so.

15 Your Information

15.1 We collect and process personal information as part of our dealings with you to manage and process your order and to provide the Products, as well as for other reasons. For details on how we handle your personal information, please refer to our Privacy Policy, which is available on our Website.

15.2 Telephone calls to us may be monitored or recorded for quality control and training purposes.

16 Complaints

16.1 If you make a complaint, we will strive to keep you informed of the progress by phone or email and aim to resolve your complaint as promptly as possible.

17 Contacting Us and You

17.1 For any questions, complaints, or concerns regarding your order or these Terms, please contact us:

17.1.1 By phone at 0333 577 2611 (available 9am to 4pm weekdays) or email us at info@relentlessmicrocement.com;

17.1.2 By mail at Relentless Interiors Ltd, Unit 9 Greencroft Works, Kirk Lane, Yeadon, Leeds LS19 7LX, United Kingdom.

17.2 Formal legal notices should be sent to Relentless Interiors Ltd, Unit 9 Greencroft Works, Kirk Lane, Yeadon, Leeds LS19 7LX, United Kingdom.

17.3 If we need to contact you or send you notice, we will use the email or postal address provided in your order or as otherwise known to us.

18 Governing Law and Venue for Disputes

18.1 If you are a business, our agreement will be governed by the laws of England and Wales, and any disputes arising from our agreement (including non-contractual disputes) will be handled exclusively by the English courts.

18.2 If you are a consumer, our agreement is governed by English law and wherever you live, you can bring claims against us in the English courts and if you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. If you are a consumer we can claim against you in the courts of the country you live in.

19 Other Important Terms

19.1 If any part of our agreement is found to be invalid or unenforceable, the remaining provisions will continue to be valid and enforceable.

19.2 No third party shall have the right to enforce our agreement under the Contracts (Rights of Third Parties) Act 1999 (if based in England and Wales) or any other similar legislation.  This means that our agreement is between us and cannot be enforced by anyone else (unless it was given by a consumer customer to another as a gift).  Neither of us will need to ask anybody else to sign-off on ending or changing it.

19.3 If we do not insist on strict compliance with your obligations or fail to enforce our rights, it will not constitute a waiver of those rights. Any waiver of a default by us must be in writing and will not automatically apply to future defaults.  This means that we might not immediately chase you on your obligation, but we may chase you later.

19.4 You may not transfer or assign your rights or obligations under our agreement without our written consent.  This means that you cannot transfer the contract to another person.

19.5 We may transfer our agreement with you to another party, so that they are responsible for providing your Product.  We will let you know in writing if we do this and we will ensure that the transfer won’t affect your rights under our agreement.

19.6 Ensure you use suitable personal protective equipment and follow all safety precautions when working with our Products. Always read and adhere to any relevant manuals and safety instructions, technical datasheets and materials safety datasheets.

19.7 We may update these Terms from time to time without prior notice. The Terms applicable will be those in effect at the time of your order or purchase. Please check our Website to ensure you are aware of the current Terms.