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How to use our services
Maintenance
Concrete, like natural wood or stone, is a natural material with its own unique properties. However, unlike those materials, concrete requires specific care to maintain its durability and appearance throughout the year. As concrete is porous, improper maintenance may result in water penetration, which can cause long-term issues.
All our products are sealed and waxed, making them water- and heat-resistant as well as food-safe. However, we recommend applying beeswax every 2–3 months to ensure continued protection and a well-maintained finish. Beeswax is affordable, easy to apply, and offers excellent surface preservation.
Regular waxing is the most effective way to maintain the sleek, polished look of your concrete surfaces. Without wax, concrete is more susceptible to staining and scratching. Beeswax also enhances the aesthetic by providing a subtle sheen. All our products are pre-treated with a specially formulated wax blend that we have developed through extensive testing.
However, long-term performance also depends on how the surfaces are handled and maintained. It is essential to keep surfaces dry to preserve the integrity of the sealer, and therefore the concrete itself.
We strongly advise avoiding exposure to acids, such as lemon juice, lime juice, and vinegar, as these can compromise the sealer and damage the surface—especially during the curing phase. Light- coloured worktops (e.g., white, grey, or fawn) are particularly prone to staining and must be treated with extra care.
To avoid physical damage, all chopping, cutting, or scoring should be done on a chopping board, not directly on the concrete surface. Repeated abrasion may degrade the protective sealant, increasing the risk of wear. Similarly, avoid dropping heavy objects on edges or corners, as even small chips can cause further issues over time.
Clean the surface with soft, non-abrasive cloths, paper towels, or sponges. Do not use corrosive or abrasive cleaning products.
Although our concrete products are fully water-resistant, prolonged exposure to mineral-rich water can lead to surface residue or staining. Always wipe down wet surfaces and maintain regular waxing. Should staining occur, a light waxing and polishing will typically restore the surface. Do not scrub excessively or use harsh chemicals, as this can strip the sealant.
Warranty
ConcreteMade Ltd offers a one-year (12-month) limited warranty that covers material defects and technical faults under normal usage conditions. The warranty begins either from the date the product is collected from our facility or the date our team completes installation at your property, as stated on your receipt.
To maintain warranty coverage, customers must follow all guidelines outlined in this Terms & Conditions document and adhere to any aftercare instructions provided by ConcreteMade Ltd staff. Failure to do so may void the warranty.
The warranty applies only within the United Kingdom and does not limit your statutory legal rights under UK law. Customers are advised to retain their original receipt, which will be required in the event of a warranty claim.
What Is Covered:
If a defect or issue is identified within the 12-month period, ConcreteMade Ltd will, at its discretion:
Any replacement or repair must be pre-approved by ConcreteMade Ltd. Engaging third-party services without prior written approval will void the warranty.
What Is Not Covered:
Hairline cracking is a natural occurrence in concrete and does not affect structural integrity. Where feasible, our team will make efforts to reduce their visibility; however, these are not grounds for replacement.
All complaints regarding installation must be reported during the visit while the installers are on-site. No post-visit complaints will be accepted.
Additional Notes:
For full warranty terms, please refer to the latest Terms & Conditions document or contact our customer service team.
Placing an Order
Placing an order with ConcreteMade Ltd is contingent upon payment of a deposit, which confirms your order and secures your place in our production schedule.
A non-refundable deposit of £300–£2,000 (depending on the size and value of the project) is required and must be paid upon receipt of the invoice. Work will not commence until this payment has been received.
This deposit covers costs such as site visits, template creation, material allocation, and administrative processing. Once paid, the deposit is non-refundable.
Full payment must be made prior to the installation date. If full payment is not received, installation may be delayed or cancelled, and ConcreteMade Ltd reserves the right to withhold delivery.
The quotation provided is valid for 30 days. Prices may be subject to change after this period.
Template and Measurements
If the space is not adequately prepared for templating, or if accurate measurements cannot be obtained due to obstructions or unsuitable site conditions, our team may decline to proceed. The customer will be responsible for the cost of a return visit, which ranges from £200–£500.
ConcreteMade Ltd takes full responsibility for measurements conducted by our own team. We do not accept responsibility for measurements provided by the customer or a third party. Errors in customer-provided measurements are not eligible for warranty claims, refunds, or exchanges.
Once the customer confirms all dimensions and specifications, and the deposit has been received, the final product will be manufactured accordingly. Upon delivery, the customer is obliged to pay the remaining balance in full unless the product is defective, damaged, or produced in incorrect dimensions, colour, or finish.
ConcreteMade Ltd is not liable for design errors resulting from incomplete or inaccurate information provided by the customer.
Should the customer cancel the order after templating, the deposit may be transferred to a new order within 30 days of the original templating date.
Please refer to our Refund and Returns policies for further details.
Delivery & Installation
Delivery and installation are scheduled in advance and agreed upon by both ConcreteMade Ltd and the customer. It is the customer’s responsibility to ensure the site is fully prepared on the agreed date.
Site Preparation: All cabinets, substrates, and supporting structures must be in place, level, and ready for installation. The installation area should be free from obstructions and safe for our team to access. If the site is not adequately prepared, ConcreteMade Ltd reserves the right to:
Rescheduling & Fees: If a second visit is required due to site readiness, a reinstallation fee will apply. This fee will be calculated individually based on distance, labour time, and the number of installers required.
Free Installation Policy: Free installation is only valid on the original agreed delivery date. Rescheduled installations may incur additional charges.
Customer Responsibility: ConcreteMade Ltd cannot be held responsible for delays caused by site inaccessibility or unprepared conditions. Any damage resulting from customer-handled installation voids the warranty.
Please contact our team in advance if you anticipate any issues with access, preparation, or scheduling.
Customer is responsible to check thoroughly the product after the installation and report any concerns/issues while the Concretemade Ltd representatives are still present on the site/property.
Any modifications to the surrounding structures must be done by the customer prior to installation, since Concretemade LTD is not responsible for them.
All surfaces, including sinks, taps, and cooktops, must be removed, and all cabinets must be thoroughly cleaned and prepared for installation.
After installation, the client must adhere to the recommendations provided by the installer on the day of installation. Under no circumstances should the countertops be covered or have any objects placed on them until they are completely dry.
Due to variations in pigment batches and their pigmentation levels, the final colour of the product may slightly differ from the samples.
The customer is required to check the product's colour before installation. If the customer reports an issue with the colour after the product has been installed, they will be responsible for the costs of additional delivery and deinstallation fee.
As many of our items are heavy, they cannot be carried over long distances by human strength. Consequently, the client must ensure that there is sufficient parking space at the delivery address for a large van.
In the case of large orders or difficult access to the building Concrete Made Ltd reserves the right to request additional assistance from the client for carrying products. It is the client's responsibility to arrange an adequate number of people, or for an additional fee Concrete Made Ltd can arrange extra support.
If a parking permit is necessary, it is the customer's responsibility to produce one; failure to do so may result in a penalty fee being assessed and added to the customer's bill.
Returns & Refunds
Due to the bespoke and handcrafted nature of our concrete products, returns are not accepted.
Refunds will only be considered under the following conditions:
To initiate a return or refund request, the customer must contact our customer service team and provide photographs, a detailed description of the issue, and proof of purchase.
Once a claim is received, ConcreteMade Ltd will assess the issue and, if validated, may offer one of the following resolutions:
All refunds will be processed using the original payment method. Refunds may take up to 14 working days to appear in your account.
We do not offer refunds or exchanges for:
Where possible, we aim to resolve complaints amicably and efficiently. Please retain all original packaging and documentation until the issue has been resolved.
Limitation of Liability
To the fullest extent permitted by law, ConcreteMade Ltd liability arising out of or in connection with the sale, delivery, installation, or use of its products is strictly limited as follows:
By purchasing from ConcreteMade Ltd, customers acknowledge and accept these limitations of liability.
Product Variations & Tolerances
Concrete is a natural material, and as such, every product we create is unique. Variations in colour, texture, and surface finish are inherent characteristics of concrete and should be expected. These natural differences do not constitute defects and are not covered by warranty.
Customers are encouraged to view samples and understand these characteristics prior to placing an order. We aim to minimize variations where possible but cannot guarantee exact matches or uniformity.
By purchasing our products, customers accept these inherent characteristics as part of the natural beauty and uniqueness of concrete.
Privacy & Data Handling
ConcreteMade Ltd is committed to protecting your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
What Data We Collect
We may collect and process the following types of personal information:
How We Use Your Data
Your information is collected solely for the purpose of:
We do not sell, trade, or rent your personal data to third parties. We may share relevant data with trusted third-party service providers (e.g. payment processors, couriers, subcontracted installers) only when necessary to complete your order.
Data Storage and Security
All personal data is stored securely and only accessible by authorised staff. We take reasonable technical and organisational measures to protect your data against loss, misuse, or unauthorised access.
We retain your personal data only for as long as necessary to fulfil the purposes outlined in this policy or as required by law (e.g. for tax or warranty purposes).
Your Rights
You have the right to:
General Terms
Governing Law & Jurisdiction
These Terms & Conditions and any contracts formed under them shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising from or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
Force Majeure
ConcreteMade Ltd shall not be held liable for any delay or failure to perform its obligations under these Terms if such delay or failure is due to events beyond its reasonable control, including but not limited to:
In such cases, ConcreteMade Ltd will make every reasonable effort to resume performance as soon as possible and notify the customer of any expected delays.
Severability
If any provision of these Terms is found to be unlawful, void, or unenforceable, that provision shall be deemed severed, and the remainder of the Terms shall remain in full force and effect.
Entire Agreement
These Terms & Conditions constitute the entire agreement between the customer and ConcreteMade Ltd and supersede all prior discussions, communications, and agreements related to the products or services provided.
Amendments
ConcreteMade Ltd reserves the right to update or modify these Terms at any time. Any changes will be communicated via our website or directly to customers where applicable. Continued use of our services or products following such updates constitutes acceptance of the revised Terms.
Third Parties
No person or entity other than the customer and ConcreteMade Ltd shall have any rights to enforce any part of these Terms under the Contracts (Rights of Third Parties) Act 1999.
Concrete, like natural wood or stone, is a natural material with its own unique properties. However, unlike those materials, concrete requires specific care to maintain its durability and appearance throughout the year. As concrete is porous, improper maintenance may result in water penetration, which can cause long-term issues.
All our products are sealed and waxed, making them water- and heat-resistant as well as food-safe. However, we recommend applying beeswax every 2–3 months to ensure continued protection and a well-maintained finish. Beeswax is affordable, easy to apply, and offers excellent surface preservation.
Regular waxing is the most effective way to maintain the sleek, polished look of your concrete surfaces. Without wax, concrete is more susceptible to staining and scratching. Beeswax also enhances the aesthetic by providing a subtle sheen. All our products are pre-treated with a specially formulated wax blend that we have developed through extensive testing.
However, long-term performance also depends on how the surfaces are handled and maintained. It is essential to keep surfaces dry to preserve the integrity of the sealer, and therefore the concrete itself.
We strongly advise avoiding exposure to acids, such as lemon juice, lime juice, and vinegar, as these can compromise the sealer and damage the surface—especially during the curing phase. Light- coloured worktops (e.g., white, grey, or fawn) are particularly prone to staining and must be treated with extra care.
To avoid physical damage, all chopping, cutting, or scoring should be done on a chopping board, not directly on the concrete surface. Repeated abrasion may degrade the protective sealant, increasing the risk of wear. Similarly, avoid dropping heavy objects on edges or corners, as even small chips can cause further issues over time.
Clean the surface with soft, non-abrasive cloths, paper towels, or sponges. Do not use corrosive or abrasive cleaning products.
Although our concrete products are fully water-resistant, prolonged exposure to mineral-rich water can lead to surface residue or staining. Always wipe down wet surfaces and maintain regular waxing. Should staining occur, a light waxing and polishing will typically restore the surface. Do not scrub excessively or use harsh chemicals, as this can strip the sealant.
Warranty
ConcreteMade Ltd offers a one-year (12-month) limited warranty that covers material defects and technical faults under normal usage conditions. The warranty begins either from the date the product is collected from our facility or the date our team completes installation at your property, as stated on your receipt.
To maintain warranty coverage, customers must follow all guidelines outlined in this Terms & Conditions document and adhere to any aftercare instructions provided by ConcreteMade Ltd staff. Failure to do so may void the warranty.
The warranty applies only within the United Kingdom and does not limit your statutory legal rights under UK law. Customers are advised to retain their original receipt, which will be required in the event of a warranty claim.
What Is Covered:
- Structural integrity and material consistency of the product.
- Manufacturing defects or faults in the final product.
- Installation faults, provided installation was carried out by ConcreteMade Ltd.
If a defect or issue is identified within the 12-month period, ConcreteMade Ltd will, at its discretion:
- Repair or replace the defective part or product.
- Offer a comparable product if the original material is no longer available.
- Offer a refund equivalent to the current market value of the product.
Any replacement or repair must be pre-approved by ConcreteMade Ltd. Engaging third-party services without prior written approval will void the warranty.
What Is Not Covered:
- Physical damage caused by misuse, neglect, improper maintenance, or unauthorised repairs.
- Scratches, stains, cracks, or chips resulting from failure to follow care instructions.
- Damage from exposure to acidic substances, direct cutting, or heat application.
- Cosmetic variations such as natural colour differences, hairline cracks, pot marks, or minor surface imperfections.
- Incorrect measurements or poor structural preparation by the customer or a third party.
- Damage due to improper transportation, storage, or installation by the customer.
- Wear-and-tear items like rubber seals around sinks.
- Products not sold directly by ConcreteMade Ltd.
- Silicone maintenance post-installation.
Hairline cracking is a natural occurrence in concrete and does not affect structural integrity. Where feasible, our team will make efforts to reduce their visibility; however, these are not grounds for replacement.
All complaints regarding installation must be reported during the visit while the installers are on-site. No post-visit complaints will be accepted.
Additional Notes:
- Replacements will not be offered where a full or partial refund has already been issued.
- Where alternative resolutions have been agreed, it is the customer’s responsibility to notify ConcreteMade Ltd of any changes in product condition (e.g., new cracks) as soon as they occur, while repairs are still feasible.
For full warranty terms, please refer to the latest Terms & Conditions document or contact our customer service team.
Placing an Order
Placing an order with ConcreteMade Ltd is contingent upon payment of a deposit, which confirms your order and secures your place in our production schedule.
A non-refundable deposit of £300–£2,000 (depending on the size and value of the project) is required and must be paid upon receipt of the invoice. Work will not commence until this payment has been received.
This deposit covers costs such as site visits, template creation, material allocation, and administrative processing. Once paid, the deposit is non-refundable.
Full payment must be made prior to the installation date. If full payment is not received, installation may be delayed or cancelled, and ConcreteMade Ltd reserves the right to withhold delivery.
The quotation provided is valid for 30 days. Prices may be subject to change after this period.
Template and Measurements
If the space is not adequately prepared for templating, or if accurate measurements cannot be obtained due to obstructions or unsuitable site conditions, our team may decline to proceed. The customer will be responsible for the cost of a return visit, which ranges from £200–£500.
ConcreteMade Ltd takes full responsibility for measurements conducted by our own team. We do not accept responsibility for measurements provided by the customer or a third party. Errors in customer-provided measurements are not eligible for warranty claims, refunds, or exchanges.
Once the customer confirms all dimensions and specifications, and the deposit has been received, the final product will be manufactured accordingly. Upon delivery, the customer is obliged to pay the remaining balance in full unless the product is defective, damaged, or produced in incorrect dimensions, colour, or finish.
ConcreteMade Ltd is not liable for design errors resulting from incomplete or inaccurate information provided by the customer.
Should the customer cancel the order after templating, the deposit may be transferred to a new order within 30 days of the original templating date.
Please refer to our Refund and Returns policies for further details.
Delivery & Installation
Delivery and installation are scheduled in advance and agreed upon by both ConcreteMade Ltd and the customer. It is the customer’s responsibility to ensure the site is fully prepared on the agreed date.
Site Preparation: All cabinets, substrates, and supporting structures must be in place, level, and ready for installation. The installation area should be free from obstructions and safe for our team to access. If the site is not adequately prepared, ConcreteMade Ltd reserves the right to:
- Leave the product on-site for self-installation by the customer, or
- Reschedule installation at an additional cost.
Rescheduling & Fees: If a second visit is required due to site readiness, a reinstallation fee will apply. This fee will be calculated individually based on distance, labour time, and the number of installers required.
Free Installation Policy: Free installation is only valid on the original agreed delivery date. Rescheduled installations may incur additional charges.
Customer Responsibility: ConcreteMade Ltd cannot be held responsible for delays caused by site inaccessibility or unprepared conditions. Any damage resulting from customer-handled installation voids the warranty.
Please contact our team in advance if you anticipate any issues with access, preparation, or scheduling.
Customer is responsible to check thoroughly the product after the installation and report any concerns/issues while the Concretemade Ltd representatives are still present on the site/property.
Any modifications to the surrounding structures must be done by the customer prior to installation, since Concretemade LTD is not responsible for them.
All surfaces, including sinks, taps, and cooktops, must be removed, and all cabinets must be thoroughly cleaned and prepared for installation.
After installation, the client must adhere to the recommendations provided by the installer on the day of installation. Under no circumstances should the countertops be covered or have any objects placed on them until they are completely dry.
Due to variations in pigment batches and their pigmentation levels, the final colour of the product may slightly differ from the samples.
The customer is required to check the product's colour before installation. If the customer reports an issue with the colour after the product has been installed, they will be responsible for the costs of additional delivery and deinstallation fee.
As many of our items are heavy, they cannot be carried over long distances by human strength. Consequently, the client must ensure that there is sufficient parking space at the delivery address for a large van.
In the case of large orders or difficult access to the building Concrete Made Ltd reserves the right to request additional assistance from the client for carrying products. It is the client's responsibility to arrange an adequate number of people, or for an additional fee Concrete Made Ltd can arrange extra support.
If a parking permit is necessary, it is the customer's responsibility to produce one; failure to do so may result in a penalty fee being assessed and added to the customer's bill.
Returns & Refunds
Due to the bespoke and handcrafted nature of our concrete products, returns are not accepted.
Refunds will only be considered under the following conditions:
- The product is defective, damaged, or incorrect due to a manufacturing or installation error.
- The issue is reported to ConcreteMade Ltd within 24 hours of delivery or installation.
To initiate a return or refund request, the customer must contact our customer service team and provide photographs, a detailed description of the issue, and proof of purchase.
Once a claim is received, ConcreteMade Ltd will assess the issue and, if validated, may offer one of the following resolutions:
- Repair of the item.
- Replacement of the item with the same or similar product.
- A partial refund.
All refunds will be processed using the original payment method. Refunds may take up to 14 working days to appear in your account.
We do not offer refunds or exchanges for:
- Change of mind after templating or production has begun.
- Incorrect measurements provided by the customer.
- Natural variations in concrete such as tone, texture, hairline cracks, or small air pockets.
- Products damaged due to misuse, improper storage, or failure to follow care and maintenance instructions.
Where possible, we aim to resolve complaints amicably and efficiently. Please retain all original packaging and documentation until the issue has been resolved.
Limitation of Liability
To the fullest extent permitted by law, ConcreteMade Ltd liability arising out of or in connection with the sale, delivery, installation, or use of its products is strictly limited as follows:
- ConcreteMade Ltd shall not be liable for any indirect, incidental, consequential, special, or punitive damages, including but not limited to loss of profit, loss of use, or business interruption, even if advised of the possibility of such damages.
- Our total aggregate liability for any claim related to defective products, delays, or breaches of contract shall not exceed the amount paid by the customer for the specific product or service giving rise to the claim.
- ConcreteMade Ltd is not responsible for any damage resulting from improper site preparation, unauthorized modifications, misuse, neglect, or failure to follow maintenance guidelines as outlined in these Terms.
- Liability does not extend to defects or damages arising from natural characteristics of concrete, including hairline cracking, minor surface imperfections, or natural colour variations.
- ConcreteMade Ltd disclaims liability for any damages caused by third parties, including installers or transporters not directly employed by the company.
- Any claims must be made within the warranty period and in accordance with the procedures outlined in these Terms.
By purchasing from ConcreteMade Ltd, customers acknowledge and accept these limitations of liability.
Product Variations & Tolerances
Concrete is a natural material, and as such, every product we create is unique. Variations in colour, texture, and surface finish are inherent characteristics of concrete and should be expected. These natural differences do not constitute defects and are not covered by warranty.
- Colour Variations: Slight differences in colour and shading may occur between batches or individual pieces due to the natural curing process, aggregate composition, and finishing techniques.
- Texture and Surface Finish: Minor inconsistencies such as subtle surface marks, pits, air bubbles, or small indentations may be present. These are typical in handmade concrete products and contribute to their character.
- Dimensional Tolerances: While we strive for precision, slight deviations in dimensions are possible due to the nature of the material and fabrication process. Typical tolerances are within ±3mm.
- Hairline Cracks: Fine, superficial cracks known as hairline cracks can appear as the concrete cures and ages. These do not affect structural integrity and are considered normal.
- Pot Marks and Minor Imperfections: Small surface blemishes, including pot marks and minor chips on edges or corners, are natural and do not affect product performance.
Customers are encouraged to view samples and understand these characteristics prior to placing an order. We aim to minimize variations where possible but cannot guarantee exact matches or uniformity.
By purchasing our products, customers accept these inherent characteristics as part of the natural beauty and uniqueness of concrete.
Privacy & Data Handling
ConcreteMade Ltd is committed to protecting your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
What Data We Collect
We may collect and process the following types of personal information:
- Full name, address, phone number, and email address
- Delivery and billing details
- Photographs or site drawings related to your project
- Payment information (processed securely via third-party providers)
- Correspondence and communications with our team
How We Use Your Data
Your information is collected solely for the purpose of:
- Processing and fulfilling orders
- Managing delivery and installation schedules
- Providing aftercare and warranty support
- Responding to enquiries or complaints
- Internal record keeping and compliance with legal obligations
We do not sell, trade, or rent your personal data to third parties. We may share relevant data with trusted third-party service providers (e.g. payment processors, couriers, subcontracted installers) only when necessary to complete your order.
Data Storage and Security
All personal data is stored securely and only accessible by authorised staff. We take reasonable technical and organisational measures to protect your data against loss, misuse, or unauthorised access.
We retain your personal data only for as long as necessary to fulfil the purposes outlined in this policy or as required by law (e.g. for tax or warranty purposes).
Your Rights
You have the right to:
- Request access to your personal data
- Request correction of inaccurate or incomplete data
- Request deletion of your data (where legally permissible)
- Object to or restrict certain types of data processing
- Withdraw consent at any time (if applicable)
General Terms
Governing Law & Jurisdiction
These Terms & Conditions and any contracts formed under them shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising from or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
Force Majeure
ConcreteMade Ltd shall not be held liable for any delay or failure to perform its obligations under these Terms if such delay or failure is due to events beyond its reasonable control, including but not limited to:
- Natural disasters or extreme weather conditions
- Acts of war, terrorism, or civil unrest
- Governmental restrictions or changes in law
- Labour strikes or industrial action
- Supply chain disruptions or transport delays
- Fire, flood, or other unexpected accidents
In such cases, ConcreteMade Ltd will make every reasonable effort to resume performance as soon as possible and notify the customer of any expected delays.
Severability
If any provision of these Terms is found to be unlawful, void, or unenforceable, that provision shall be deemed severed, and the remainder of the Terms shall remain in full force and effect.
Entire Agreement
These Terms & Conditions constitute the entire agreement between the customer and ConcreteMade Ltd and supersede all prior discussions, communications, and agreements related to the products or services provided.
Amendments
ConcreteMade Ltd reserves the right to update or modify these Terms at any time. Any changes will be communicated via our website or directly to customers where applicable. Continued use of our services or products following such updates constitutes acceptance of the revised Terms.
Third Parties
No person or entity other than the customer and ConcreteMade Ltd shall have any rights to enforce any part of these Terms under the Contracts (Rights of Third Parties) Act 1999.