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.

14

Days to cancelYour legal right, for any reason
30

Days to returnWith our extended returns
6

Month shelf lifeHow long our mixes stay good for
✉

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

Two ways to return

What you get back depends on when you tell us you want to return. Both are counted from the day after your order arrives.

Days 1–14 · Your legal right to cancel

Changed your mind? Product and delivery refunded.

  • Cancel for any reason within 14 days, starting the day after your order arrives (or after your last parcel, if it came in more than one delivery).
  • Tell us before the 14 days are up — by email, phone or the cancellation form below. Then send the goods back within 14 days of telling us.
  • We refund the product price and the standard delivery charge you paid. If you chose a faster, pricier delivery option, we refund the cost of our cheapest standard delivery.
  • This applies to sale items too.
  • Opening the outer packaging to check your order is fine. If a bag has been opened, mixed or used, we’ll reduce your refund to reflect its loss in value — up to the full price if it can’t be resold.
Days 15–30 · Our extended returns

A little longer to decide — product price refunded.

  • On top of your legal rights, we’ll accept returns if you contact us within 30 days of delivery.
  • Items must be unused, unopened and in their original packaging, in a condition we can resell.
  • Regular-priced items only — sale items are final after day 14.
  • We refund the product price only. Delivery charges aren’t refunded.
  • If your order had free delivery, we deduct a fixed return delivery charge from your refund, based on the order value:
Free-delivery order value (inc VAT) Deduction
£300 – £599.99 £30
£600 – £999.99 £50
£1,000 and over £75
✓
 Return postage is paid by you in both cases.
✓
 Our mixes have a shelf life of around 6 months from the date of purchase. Bags opened or stored beyond this may not perform as expected.
✓
 After 30 days we’re unable to offer a refund or exchange for change of mind. Faulty or damaged items are covered separately — see below.
UK Customers

How to send a return

1
 Tell us firstEmail info@concretelab.co.uk or call 02920 706385 with your order number. The date you tell us decides which return option applies.
2
 Pack it up safelyUse secure packaging and include 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 postage and keep your receiptReturn postage is on you. For anything over £75, use a trackable service — we can’t guarantee an untracked parcel arrives with us. Keep your proof of postage.
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 arrives and has been inspected, we’ll email to confirm and let you know the refund amount. Refunds go back to your original payment method within 14 days of us receiving the goods (or your proof of postage, if that comes first) — usually much sooner.

Delivery and postage costs

Cancelled within 14 days: we refund the standard delivery charge you paid, along with the product price.

Returned on days 15–30: delivery charges aren’t refunded. On free-delivery orders we deduct a fixed charge based on the order value: £30 for £300–£599.99, £50 for £600–£999.99, and £75 for £1,000 and over (all inc VAT).

Return postage: always paid by you. If we send you a prepaid returns label, its cost is deducted from your refund.

Faulty or damaged items

This policy doesn’t affect your rights under the Consumer Rights Act 2015. If something arrives faulty or damaged, tell us within 30 days of delivery with a photo and your order number, and we’ll give you a full refund including delivery and cover the cost of getting it back to us. After 30 days, we’ll repair or replace it first.

Exchanges

We replace items only if they’re defective or damaged. Email info@concretelab.co.uk and we’ll take it from there. For anything else, return it as above and place a new order.

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.

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.

UK Customers · Optional

Cancellation form

You don’t have to use this — an email saying you’d like to cancel is just as good. If you prefer, copy the text below into an email to info@concretelab.co.uk or post it to us.

To: Concrete Lab Limited, Unit C3 Station Approach Industrial Estate, Penarth, CF64 3EE · info@concretelab.co.uk

I hereby give notice that I cancel my contract of sale of the following goods:

Order number: ____________________
Ordered on / received on: ____________________
Name: ____________________
Address: ____________________
Signature (only if sent on paper): ____________________
Date: ____________________

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