Product guarantee

Every mix is tested before it leaves our Penarth workshop. Applied correctly, it's built to last — here's exactly what we guarantee, and what to do if something's not right.

This guarantee is in addition to your statutory rights under the Consumer Rights Act 2015, and doesn't affect them.

What's covered

For 12 months from your order date, we guarantee our product against:

• Dissolving or softening of the product
• Adhesion failure — the product peeling or chipping off — when applied correctly, in line with our published instructions

These are the failure modes that come from the product itself, rather than how it was applied.

What isn't covered

• Cracking (see below — we handle this with a free repair pack)
• Flaking, peeling, or delamination caused by incorrect substrate choice or poor substrate preparation — this is an application issue, not a product defect, and sits outside the adhesion cover above
• Application errors, including inadequate substrate prep, incorrect substrate selection, coats applied too thick or too thin, incorrect mixing ratios, or not following our published instructions
• Wear and tear, impact damage, or damage from chemicals or cleaning products not recommended for the system
• Installations carried out other than in line with our guidance

If a claim involves peeling or chipping, we may ask for photos of the substrate and preparation to confirm it was an adhesion failure rather than a substrate or prep issue before approving cover.

How to make a claim

1. Email us at info@concretelab.co.uk with your order number and date of purchase
2. Tell us the address or project location, and what happened — dissolving/softening, peeling/chipping, or cracking
3. Let us know when you first noticed it, and when the product was applied (and by whom — yourself or a contractor)
4. Attach photos: a wide shot of the whole affected area, 2–3 close-ups of the specific issue, and a shot of the substrate if visible at an edge or joint