Returns and refunds

We would rather get the material right the first time than process a return. If we have sent the wrong thing, we fix it at our cost. If the specification changed at your end, here is where we stand.

• Our error - wrong item, wrong quantity, damaged in transit: we replace or refund in full, and we pay the return freight.
• Your change of mind, on a stocked item, unopened and in resalable condition: returnable within 30 days, less return freight and a restocking fee.
• Made-to-order, cut-to-size, mixed-to-specification and precast shapes: not returnable, because they cannot be resold.
• Opened bags of castable, mortar or plastic: not returnable. Once the moisture barrier is broken the shelf life cannot be guaranteed.

Email [email protected] or call 573-265-1441 with your order number and what you want to return. We will issue a return authorisation number and the address to send it to.

Material returned without a return authorisation number cannot be matched to an order and may be refused at our dock.

Returned material must be unused, dry, in its original packaging and on a pallet fit to travel. Stocked items in resalable condition carry a restocking fee of 20 percent, which covers inspection, re-banding and putting the material back into stock.

Material that arrives wet, split, contaminated or unfit to resell is not credited, and we will send you photographs of what we received before making that call.

Once the return is received and inspected we issue the credit to the original payment method within 5 business days. Card refunds usually appear within a further 3 to 5 business days depending on the issuer.

Original outbound freight is refunded only where the return is our error.

Note it on the delivery receipt, photograph it, and contact us within 5 business days. We arrange collection and send the replacement without waiting for the damaged material to come back.