Terms & Conditions
These are our conditions of sale, by placing an order, 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 carefully at each stage of the process. Please make sure that you provide your correct phone number and email address when you place your order. 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. We reserve the right to reduce or increase the price inline 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
We offer 1 – 3 days delivery on all products ordered within UK Mainland, for orders placed before 12pm Monday to Friday, 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 cannot 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 cannot be held responsible for any third-party costs or charges which you incur due to non-delivery of an order, or orders that have not been checked on delivery.
We’ll always try our best to meet the estimated delivery timescales we give you. However, we won’t be held responsible for any failure to deliver your order within the stated timescales, provided we deliver the products within 30 days of receiving your payment, or within a longer time period if we’ve expressly agreed this with you. If we can’t deliver your order within this timescale, we’ll let you know and give you the opportunity to either wait for the products or cancel your contract. If you choose to cancel, we’ll give you a full refund including any delivery charges that you have paid.
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 (see below), or we can’t supply the products you’ve ordered, we’ll credit your payment card with a full refund.
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 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 made a product 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: 78-79 Railway Street, Leeds, West Yorkshire, LS9 8HB
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.
Product Shelf Life
All products must be used within 6 months of the delivery date and within 3 weeks of opening.
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, 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
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.
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 employee communications. 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 an ommision from 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 used to purchase the product within 14 days of us receiving the products.