Refund policy

Returns & Refunds

Every mix is checked before it leaves our Penarth workshop. If something’s still not right, here’s exactly how returns work — no small print surprises.

30

Days to returnFrom the date you receive your order
7

Days to refundOnce we’ve received and checked it
✉

Real repliesEmail us and a person gets back to you
Before you send anything back

Talk to us first — it’s usually faster than a return.

Most questions about colour, coverage or mixing come down to a quick fix, not a faulty product. Email us a photo and your order number and we’ll tell you straight away whether it’s a return, a replacement, or just some advice to get you unstuck.

Email Our Team Call 02920 706385
UK Customers

Is your order eligible?

✓
 Our returns window is 30 days from delivery. After that, we’re unable to offer a refund or exchange.
✓
 Your item needs to be unused, unopened and in its original packaging — same condition as when it arrived.
✓
 Items not in original condition, damaged through no fault of ours, or returned after 30 days may only qualify for a partial refund.
✓
 Sale items are final — only regular-priced products can be refunded.
UK Customers

How to send a return

1
 Pack it up safelyUse secure packaging — we can’t process damage caused in transit back to us.
2
 Include the essentialsAdd your receipt or proof of purchase, plus a completed Returns Form.
3
 Send it to us — not the manufacturerPost to: Concrete Lab Limited, Unit C3 Station Approach Industrial Estate, Penarth, CF64 3EE, United Kingdom.
4
 Cover the postageReturn shipping is on you and isn’t refundable. For anything over £75, use a trackable service — we can’t guarantee an untracked parcel arrives with us.
We’ll email you the moment your return arrives and again once it’s been inspected, so you’re never left wondering.
UK Customers

Refunds, exchanges & the finer details

How and when refunds are paid

Once your return is received and inspected, we’ll email to confirm we’ve got it — then let you know whether it’s approved. Approved refunds go back to your original payment method within 7–10 working days.

Refund hasn’t shown up yet?

First, double-check your bank account. Then get in touch with your card provider — refunds can take a little time to post officially. Still nothing? Contact your bank directly, as there’s often processing time on their end too. Still stuck after all that? Email info@concretelab.co.uk and we’ll chase it with you.

Exchanges

We replace items only if they’re defective or damaged. Email info@concretelab.co.uk and send the item to our Penarth address above — we’ll take it from there.

Shipping costs

You’re responsible for the cost of returning your item, and shipping costs aren’t refundable. If a refund is approved, the cost of return shipping is deducted from it. Delivery times on exchanged items can vary depending on where you’re based.

International Customers · Effective 3rd April 2025

Returns from outside the UK

We want every order to arrive right, wherever it’s going. Outside the UK, we accept returns for products that are defective or damaged on arrival — here’s the process.

1
 Get in touch within 7 daysEmail info@concretelab.co.uk with your order number, a description of the issue, and clear photos of the defect.
2
 Wait for return authorisationIf approved, we’ll send you a return authorisation and instructions — please don’t send anything back before this step.
3
 Cover the return costsYou’re responsible for return shipping, plus any import duties, taxes or fees. These aren’t covered by us.
4
 Keep it in original conditionItems must be unused and returned in their original packaging.
Refunds & exchanges (international)

Approved refunds are processed to your original payment method within 7–10 business days. Shipping costs are non-refundable. We don’t offer exchanges internationally — if you need a replacement for a defective item, follow the return process above and place a new order.

What we can’t accept
  • Products that aren’t defective
  • Items returned without prior authorisation
  • Items returned beyond the 30-day window

By purchasing from Concrete Lab, you agree to this Returns and Refund Policy.

Still need a hand?

We’d rather sort it in one email than have you fill in a form. Reach out and we’ll get back to you personally.

info@concretelab.co.uk 02920 706385

Concrete Lab Limited, Unit C3 Station Approach Industrial Estate, Penarth, CF64 3EE, United Kingdom