Returns & Refunds

Faulty or Damaged Products

In the rare instance that you receive a faulty or damaged product from us, we will either exchange the product, issue a full refund, or provide a replacement. To be eligible for a refund or replacement, you must inform us of the issue via post or email within 14 days of receiving the product.

Should you find any goods damaged upon arrival, we advise contacting our customer service department immediately. They will address the issue promptly and suggest the best possible solution.

We urge you to carefully inspect all items upon delivery. If an item is damaged, do not accept the delivery. Should you notice any damage, please send clear photographs of the damaged items to sales@toyougroup.co.uk and include the following details:

Your Name
Your Email Address
Order Number
Product Name and Quantity
Image of the product packaging
An image showing the reported damage

We may arrange for the item to be collected from you. We reserve the right to inspect all returned products before agreeing to issue a refund or replacement. If a fault is confirmed, we will either send a replacement or process a refund. If the item is not found to be faulty, no refund will be issued, and you will be charged for the collection and any refund or replacement provided prior to inspection.

Products No Longer Needed

If you wish to return a product you no longer need, we will refund you, excluding delivery charges, provided you notify us within 14 days of delivery and return the product within 14 days of your refund or replacement request. We do not accept returns for products that have been weighed out or made to your specific requirements. Refunds or replacements are not available if containers have been opened, damaged, or altered.

Please include the following information with your return:

Your Name
Your Email Address
Order Number
Product Name and Quantity

Limitations on Refunds, Replacements, or Compensation

We will provide a replacement or refund for products found to be faulty or damaged upon delivery, limited to the amount paid for those products. We do not compensate for time spent dealing with faulty products, waiting for deliveries, or any other costs incurred due to the faulty or damaged product.

Kits are sold in multiples of 8m², but this is based on average consumption rates and may vary. If additional items are needed, they must be paid for by the customer. We do not supply additional items to complete an area, even if the kit quantity is insufficient.

Our guidance, including step-by-steps, installation guides, training videos, and communications, is provided to the best of our knowledge at the time. We do not offer refunds, replacements, or compensation if subsequent knowledge or product improvements render previous guidance obsolete.

Microcement is made from natural minerals, so color variations between batches and product lines may occur. We do not offer refunds, replacements, or compensation for color variations.

Refunds or replacements are only available for goods returned in good condition and fit for resale. We reserve the right not to offer a refund or replacement for products that arrive damaged or opened, whether in transit or beforehand, or for products lost in transit.

Refund Timelines

Refunds will be processed to the original payment method within 14 days of receiving the products.

Cancellations & Refunds

Orders canceled after 48 hours of placement may incur additional fees. If your order has been dispatched, you will be responsible for return shipping costs. Refunds will be issued only to the payment method used for the original purchase.

Liability and Delay Causes

Microcement To You's financial liability for late delivery is limited to the Contract Price. We are not liable for losses due to the Buyer's failure to accept, instruct, or request a delay for contracted installation. We recommend waiting for product arrival before scheduling installation.

Buyer-Induced Delay

If delivery is hindered by the Buyer, Microcement To You reserves the right to reschedule delivery, considering third-party commitments.

Eligibility for Return

For a return to be accepted, the item(s) must be unused and in the same condition as when you received them. Ensure the item is in its original packaging, and include the receipt or proof of purchase. We cannot accept returned items that are damaged.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

Upon receiving your returned item(s), we will inspect them and notify you of their arrival. After inspection, we will promptly update you on the status of your refund.

Once your return is approved, we will initiate a refund using the same payment method you used for the original transaction, unless you explicitly agree otherwise. Please allow up to 14 days for the refund to reflect in your account, based on your card issuer's policies.

Returns Form

Customer service
sales@toyougroup.co.uk