Refund policy
At The Concrete, every piece is handcrafted in our Belgian atelier. Since all our products are made to order or custom-made, we apply a careful return policy that fully complies with European and Belgian legislation.
Standard Products versus Custom Products
Standard products: For standard products purchased through our webshop (even when they are artisanally cast in our workshop after your order), individual consumers have a legal right of withdrawal of 14 days from the day of receipt. You may return the product without stating a reason, provided it is unused, undamaged and in its original packaging. Return costs and transport risk are entirely at the buyer's expense; we recommend sending the return insured. (Please note: the right of withdrawal does not apply to B2B purchases.)
Custom and personalised orders: Products that have been specially made to measure, personalised or produced in a unique, non-standard colour to order are legally excluded from the right of withdrawal. Unless there is a demonstrable manufacturing defect, these cannot under any circumstances be returned or exchanged due to a change of mind.
Cancellation of your order
Since we begin preparation or production immediately after receiving your order, the following cancellation conditions apply:
Standard products and custom work: Cancellation is free of charge and only possible within 24 hours of placing the order via info@theconcrete.be.
After this 24-hour period, cancellation of custom products is no longer possible, as production of your unique hand-cast piece is already underway. For standard products, the regular 14-day right of withdrawal naturally applies after delivery.
Transport damage or manufacturing defects
Did you receive a product with visible transport damage or a manufacturing defect? Please contact us within a reasonable period (preferably within 2 to 3 working days of delivery) via info@theconcrete.be with clear photos of the damage. We will work with you to find a suitable and swift solution.
Legal guarantee (B2C) and commercial guarantee (B2B)
For consumers (B2C): theconcrete.be offers individual consumers a legal guarantee of 2 years (24 months) from the delivery date against material or manufacturing defects (such as dimensional deviations, structural flaking and impairment of the structural integrity of the concrete).
For business customers (B2B): For purchases by companies, contractors or professionals (purchases with a valid VAT number), a limited commercial guarantee of 3 months from the delivery date applies, unless otherwise agreed in writing.
Lapse of guarantee
The guarantee (both B2C and B2B) lapses immediately in the following cases:
- Incorrect maintenance (failure to follow instructions) or damage due to an accident.
- Defects resulting from assembly, modification or repair by third parties.
- Damage due to force majeure (fire, accident) or dismantling/reinstallation (e.g. during a move).
- Wear due to incorrect use or exposure to extreme heat or humidity.
- Wear due to physical/chemical exposure or normal use.
- Damage to the protective layer: concrete is water-resistant but not fully resistant to scratches or impacts.
- Water damage due to scratches or natural wear of the coating.
- Thermal shocks: always use a trivet for hot objects.
- Excessive pressure: the product is not suitable for sitting or standing on.
- Damage due to weather conditions, use of incompatible materials or commercial use.
- Staining due to prolonged exposure to moisture (e.g. wet glasses or pans on the surface).
Natural properties of concrete
Concrete is a natural product made entirely by hand. The following characteristics are inherent to the material, do not affect structural integrity and are not considered a defect:
- Colour tone variations and patina — each slab is individually cast; slight differences in shade and the gradual development of patina with use are signs of authenticity.
- Pores and micro-bubbles (pinholes) — small air bubbles or pores on the surface that form during the casting process, characteristic of hand-cast GFRC concrete.
- Hairline cracks (capillary cracks) — extremely fine surface cracks due to the natural expansion and contraction of concrete with temperature changes.
- Usage patina and natural ageing — the subtle colour and texture evolution that concrete undergoes with daily use, which enriches the character of the piece.
Would you like to be certain of the surface and colour? We recommend ordering a sample in advance.
Complaints procedure (repair, replacement or refund)
1. Report defects within a reasonable period after discovery via info@theconcrete.be.
2. The product must be fully paid for.
3. Provide us with clear, high-resolution photos or make the physical product available for inspection.
4. For unfounded (non-warranty) claims, theconcrete.be may charge an investigation fee.
5. If the claim falls under the guarantee, theconcrete.be will repair or replace the product free of charge. If the product is no longer available or repair is not possible, the full purchase price will be refunded.
6. The original proof of purchase (invoice) is required for every warranty claim.
Out-of-court dispute resolution
As a consumer, you have the right to submit a complaint via the European Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr
You can also contact us via: info@theconcrete.be
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract)
To: The Concrete – info@theconcrete.be
I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*): _______________
Name of consumer(s): _______________
Address of consumer(s): _______________
Signature of consumer(s) (only if this form is submitted on paper): _______________
Date: _______________
(*) Delete as appropriate.
Refund
In the event of a valid right of withdrawal, you will receive the payment back within 14 days of receipt of your withdrawal notice, via the same payment method used at the time of purchase.
Contact
Do you have questions about our return policy? Please feel free to contact us:
📧 info@theconcrete.be
🌐 theconcrete.be