1. Introduction
Welcome to Concrete Emporium. By accessing or using our website, you agree to comply with and be bound by the following Terms and Conditions. If you do not agree with any part of these terms, you must not use our website. These Terms and Conditions apply to all users of the site, including, but not limited to, browsers, vendors, customers, merchants, and contributors of content.
2. Company Information
This website is owned and operated by:
• Company Name: Concrete Emporium
• Registered Address: Our registered address is available upon request. Please email us or use our contact form to contact us for further details.
• Contact Information: support@concreteemporium.com
3. Definitions
In these Terms and Conditions:
• “We”, “us”, “our” refers to Concrete Emporium.
• “You”, “your” refers to the user of the website and purchaser of goods.
• “Products” refers to the items sold on our website.
4. User Responsibilities
By using our website, you agree to:
• Provide accurate, up-to-date, and complete information during the checkout process.
• Ensure that the email address and other contact information you provide are valid and up to date, as we may need to reach you regarding your order.
• Not misuse the website or engage in any unlawful activity while using it.
• Use the website only for legitimate purposes, such as making purchases or obtaining information about our products.
• Not engage in any form of harassment, fraudulent activity, or distribution of harmful software (viruses, malware, etc.).
5. Products and Pricing
• We make every effort to display accurate descriptions and prices for our products.
• We do not guarantee product availability. In case a product is out of stock, we will inform you promptly.
• All prices are displayed in GBP (£) for UK customers and EUR (€) for EU customers. Currency will be automatically selected based on your shipping destination at checkout.
• As a sole trader, we are not VAT-registered, so VAT is not charged on any of our products. This means that, if your order is being delivered outside of the UK, you may be responsible for any customs duties or taxes that apply in your country. Please see the Section 7 for further details.
• Prices are subject to change without notice, but once an order is placed, the price for the product is locked in.
• We reserve the right to refuse or cancel any orders that are suspected to be fraudulent or violate our terms.
6. Orders and Payment
• You can place an order by selecting products and completing the checkout process.
• Payment must be made in full before we process your order.
• Once we receive payment, we will send an order confirmation email.
• If there is an issue with payment processing, we may cancel or refuse the order.
7. Delivery and Shipping
We deliver to mainland UK, Portugal, and Spain.
• We aim to despatch all orders within 2 working days of the order being placed. However, please note that delivery times may vary if circumstances beyond our control occur.
• Delivery is free for all orders placed via our website.
• You are responsible for providing an accurate shipping address. We are not liable for delays or failed deliveries due to incorrect details.
• As we are not VAT-registered, you will be liable for any customs duties or import taxes that apply when the goods arrive in your country if the order is being delivered outside of the UK.
• Tracking details will be provided once the order has been shipped.
• Orders are shipped via UPS using the most cost-effective service available.
UK Deliveries
• UK orders typically arrive within 1–3 working days after despatch.
EU Deliveries (Portugal and Spain)
• EU orders typically arrive within 3–8 working days after despatch, depending on the destination.
• EU orders are shipped on a Delivered Duty Unpaid (DDU) basis. This means:
◦ The recipient (customer) is responsible for paying any import VAT, customs duties, or handling fees required by their local authorities.
◦ These charges are not included in the product price or shipping cost.
◦ UPS or your local customs office will contact you directly for payment.
If you would like an estimate of potential import costs, please contact us. While we do our best to provide accurate estimates, we cannot guarantee the final amount due.
Please check your country’s import rules before ordering to avoid unexpected fees. For reference, the commodity code for the Kréte bathroom basins is 68109900.
We are not responsible for:
• Delays caused by customs or courier issues.
• Additional charges levied by your local authorities.
• Delivery delays beyond our control.
8. Returns and Refunds
• As a consumer, you have the right to return most items within 14 days from the date of receipt under the Consumer Contracts Regulations (UK) or similar EU laws. We have extended this returns period to 30 days.
• To return an item, please contact us via email to obtain a return authorisation. The product must be in its original condition, unused, and in the original packaging. We reserve the right to refuse returns if items have been used or damaged. You must not return the item before contacting us.
• You are responsible for the cost of return shipping unless the item is faulty or incorrect.
• Refunds will be issued to the original payment method within 3 working days of receiving the returned item.
9. Faulty or Damaged Products
If your product is faulty or damaged upon receipt, please contact us immediately with photos of the item and packaging. We will arrange a replacement or refund at no extra cost.
If your order arrives damaged, you must report the issue within 12 days of delivery. This allows us to process a claim with UPS, who require damage to be reported within 14 days of delivery.
To report any issues, email us at support@concreteemporium.com and include:
• Order number
• Photos of the item(s) and packaging
• A description of the issue
Please retain all packaging materials, as UPS may require them for inspection.
Damage reports made after 12 days may not be eligible for refund or replacement.
10. Intellectual Property
• All content on this website, including but not limited to text, graphics, logos, images, and software, is the property of Concrete Emporium or its content suppliers and is protected by copyright laws.
• You are granted a limited, non-exclusive license to access and use the website for personal use only. You may not use, reproduce, or distribute any content from the website for commercial purposes without prior written consent from us.
11. Privacy and Data Protection
• We respect your privacy and handle your data in accordance with our Privacy Policy, which is available on our website.
• We comply with the General Data Protection Regulation (GDPR) for our EU customers and the UK Data Protection Act 2018.
12. Limitation of Liability
To the maximum extent permitted by law:
• We are not liable for any indirect, incidental, or consequential damages arising from your use of the website or the products sold through it.
• Our liability for any direct damage will be limited to the amount paid for the product in question.
• We value customer feedback and encourage you to share your experiences on third-party review platforms such as Trustpilot. Reviews submitted to these platforms are subject to the respective platform’s terms and conditions. By submitting a review on Trustpilot, you agree to their terms. We are not responsible for the content, moderation, or management of reviews on third-party platforms. Any concerns regarding a review should be directed to the platform directly.
13. Governing Law and Disputes
These Terms and Conditions are governed by the laws of England and Wales. In the event of a dispute, we encourage you to first attempt to resolve the issue amicably through customer service before resorting to legal action. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
If you are a consumer located in the UK or EU, you may be entitled to use an Alternative Dispute Resolution (ADR) service. You can also submit complaints online via the Online Dispute Resolution (ODR) platform provided by the European Commission: https://ec.europa.eu/consumers/odr
14. Changes to Terms and Conditions
We reserve the right to update or modify these Terms and Conditions at any time. Changes will be effective as soon as they are posted on the website. Please review this page regularly to stay informed of any updates. Last updated: June 2025.
15. Contact Information
For any questions or concerns regarding these Terms and Conditions, please contact us at:
• Email: support@concreteemporium.com
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