You can request a return, refund or replacement by emailing us on hawkandtrowel@ntlworld.com
General Returns
If you change your mind about the product, you can notify us within 14 days and return it to us. We are unable to offer refunds if the containers have been opened, damaged or altered so that they are not fit for re-sale.
You are responsible for arranging and covering the cost of returning the item and the initial delivery charge will not be refunded.
Refunds will be made within 30 days of us receiving your returned item in good condition.
Faulty Microcement Products
We will replace or refund the cost of the goods for all faulty goods notified to us within 30 days of delivery.
In order to process a refund or replacement we will require the following information:
- 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
We do not offer any compensation for time spent by customers or professional tradespeople installing microcement that has been found to be faulty.
Upon receiving your request we may arrange for the item to be collected from you. All returns are tested and if the item proves not to be faulty then no refund will be offered and you will be charged the cost of the replacement products, delivery and the collection costs.
Our 3D Wall Panels are made to order so unfortunately we cannot offer refunds. If by any chance they are delivered and are damaged, we will replace them with new panels.