Company Name:                   Relentless Interiors Limited

Registered Address:            Suite 2, The Point, Mayfield Road, Ilkley, LS29 8FL

Last Updated:                          11th April 2023

Terms & Conditions

These are our conditions of sale, by placing an order online or by phone, you accept these terms and conditions.

You must be aged 18 or over to place an order with us.

Please 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.

Please make sure that you provide your correct invoice address, shipment address, phone number and email address when you place your order.  Relentless will not take responsibility for late or lost orders where these details have been supplied incorrectly.

When you place your order, this represents an offer to purchase products from us. We’ll send you an email to confirm that we’ve received your order. However, this order confirmation email doesn’t mean that we’ve accepted your order (see below).

Your statutory rights are not affected.

Pricing

All our prices are listed inclusive of VAT. Please be aware that our prices are subject to change without notice. On rare occasions, we may accidentally list an incorrect price for a product on our website, estimates or invoices. We reserve the right to reduce or increase the price in line with correct pricing. We will inform you of the price change and you will be given the opportunity to cancel the order or accept the revised price.

Delivery

For all orders placed before 12pm on Monday to Friday, delivery will take place within 1 – 3 working days delivery on all products to an address on UK Mainland, excluding Bank Holidays. Deliveries to some locations, including parts of Scotland, the Highlands, Islands or other remote areas to which we deliver, will take longer.

We do not offer compensation for late deliveries.  We strongly recommend that you do not book tradespeople until your order has been delivered and checked by you. We do not offer compensation for any third-party costs or charges which you incur due to late-delivery or non-delivery.

We’ll always try our best to meet the estimated delivery timescales we give you. However, we don’t offer any compensation for any failure to deliver your order within the stated timescales. If we can’t deliver your order within the stated timescale, we’ll let you know and give you the opportunity to either wait for the products or cancel your order. If you choose to cancel, we’ll refund you for the cancelled items but not for the cost of delivery, if the items have already been dispatched.

We’ll always try to make one single delivery where possible, to minimise inconvenience. However, this may not always be possible. Where your order contains a mix of products with different delivery lead times, the longest lead time will always apply to the entire order.

All deliveries must be received and signed for by a person aged 18 or over. If no one is available to take the delivery, the delivery will be rescheduled for the following working day. We may need to make an additional handling charge for this. If no one is available to receive the redelivery, we may cancel your order and refund your payment, minus any delivery and handling charges.

Payment

You can pay for products ordered through our website by debit or credit card. We accept Visa, Mastercard and American Express credit cards, and Maestro, Delta and Visa Electron debit cards. We’ll take payment for your order, including delivery charges, from your debit or credit card at the time you place your order. However, this doesn’t mean that your order has been accepted and if we reject your order for any reason, or we can’t supply any of the products you’ve ordered, we’ll credit your payment card with a refund of the value of those products.

Your order will be automatically accepted when we dispatch your products, unless we reject your order and provided that we’ve received payment in full for the products and any related delivery charges.

You can cancel your order for a product at no cost, at any time before we dispatch that product. However, if we’ve already weighed out or made a product to your specific requirements, or personalised it for you in any other way, this right to cancel doesn’t apply.

Before we’ve accepted your order, we reserve the right to tell you that your order has been rejected for any reason. In particular, all orders are subject to stock availability. We’ll tell you as soon as possible if we can’t supply one or more of the products that you’ve ordered. If we can’t contact you about these out-of-stock products, we’ll accept your order for the products we do have in stock. If you’ve already paid for the unavailable products, we’ll give you a refund for their purchase price.

Faulty or Damaged Products

In the unlikely event that you receive a faulty or damaged product from us, we will either refund or replace the product. 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.

To be eligible for a refund or replacement, you must provide us with the following information within 14 days of receiving the product by post or email:

  • 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 returned to us.

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 or damage, 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 for any courier costs incurred plus any refund or replacement that has been sent prior to inspection.

Missing Items

Please check all items received against the delivery note and/or checklist.  You must notify us within 14 days if any items are missing from your delivery.

In the unlikely event that an item is missing, we will either refund or replace the product. To be eligible for a refund or replacement, you must notify us of the missing item by post or email within 14 days of the product being delivered to you.

To be eligible for a refund or replacement, you must provide us with the following information within 14 days of receiving the product by post or email:

  • 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 all the products that you have received, with the labels clearly visible

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 return the item to us within 28 days of the product being delivered to you.

We are unable to accept returns for products made to your specific requirements, including those that have been pre-mixed with a colour of your choice.

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: Relentless Microcement, Unit 9, Greencroft Works, Kirk Lane, Yeadon, Leeds, LS19 7LX.

It is your responsibility to ensure that any returned items are well protected so that they reach us in good condition.  We will not give refunds for products that were damaged in transit, even if we arranged the courier.

Where the courier is arranged by us, we will deduct the cost of the of the collection from the refunded amount.

Pre-Mixed Colours

You will find a small sample of the colour within the tub has been stuck to the lid of all tubs that have been pre-mixed.  Please check this colour meets your expectations before opening and applying the microcement.  We cannot accept any returns or issue any refunds for pre-mixed products that have been opened.  This applies even if the colour is not an accurate match with the swatches and/or swatch book.

You must notify us within 14 days if any items are missing from your delivery if you believe the small sample of the colour on the lid does not match the colour you have chosen.

If the colour is inaccurate, we will either refund or replace the product. To be eligible for a refund or replacement, you must notify us by post or email within 14 days of the product being delivered to you.

To be eligible for a refund or replacement, you must provide us with the following information within 14 days of receiving the product by post or email:

  • 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 demonstrating the colour inaccuracy

Upon receiving your request we may arrange for the item to be returned to us.

We reserve the right to inspect all returned products prior to agreeing to issue a refund or replacement. If we agree the colour is inaccurate, we will send out a replacement or process the refund.

If the colour proves not to be inaccurate then no refund will be offered and you will be charged for any courier costs incurred plus any refund or replacement that has been sent prior to inspection.

Product Shelf Life

All products must be used within 6 months of the delivery date and within 3 weeks of opening.

Colour Swatch Returns

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, 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, Unit 9 Greencroft Works, Kirk Lane, Yeadon, Leeds, LS19 7LX.

Please include the following information in the package:

  • Your Name
  • Your Email Address
  • Order Number

Limitations of Refunds, Replacements or Compensation

Any refund or replacement will not exceed the value of the products in question. 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.

Any refund or replacement that we offer is limited to the specific products in question.  Where a faulty, damaged or missing product is part of a kit, the refund or replacement is limited to the value of the specific product, not the entire kit.

Our kits are sold 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.

The products will only perform correctly when they have been applied and cared for correctly.  We take no responsibility for failures that have resulted from incorrect application or use, including but not limited to: insufficient drying times, insufficient sealer applied, microcements being applied too thickly, excessive impacts, moisture being trapped on or beneath the surface etc.

Please see training courses for more details of correct installation process and after care.

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 verbal and written communications by our employees.  These are provided to the best of our knowledge at the time of their creation, 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. The information provided does not cover all eventualities and is no substitute for experience.  We take no responsibility for incorrect application which is the result of omissions or inaccuracies in our communications.

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 or card used to purchase the product within 14 days of us receiving the products.