Online Store: Purchases from our online store require full payment when placing an order, 50% of this payment is non-refundable. Once an order has been received, clients will receive a separate invoice via email for shipping and delivery charges, this must be paid prior to work commencing on a project.
Alterations: If any revisions or alterations are made to the specifications or design of a project once manufacturing has commenced, the client will be responsible for the material and labour costs to have a piece/s re-made.
Non-completion of a project: Where Sand & Cement receives an Online Store Order or is instructed by the client to undertake any work and the project is cancelled at any stage of production, in addition to a non-refundable 50% deposit payment, the client shall also be liable for further time and material costs associated to the project at the time of cancellation.
Color & Variation: Sand & Cement specializes in Glass Fiber Reinforced Concrete (GFRC). Each piece has a unique visual patina, color variation, pin-holing (surface holes), grout fill and surface variation. These characteristics have no bearing on the structural integrity of the concrete piece. Clients should expect color, feel, finish, and aesthetic of their final product to look different from photos, other pieces in our workshop and smaller samples.
Appointments: It is recommended clients make an appointment prior to proceeding with a Quote or Online Store Order from Sand & Cement. It is the clients responsibility to view the product in person to see colors, finishes, variations and current projects and have the opportunity to ask questions about the product and project to ensure the product is right for them and see first hand what to expect.
Exchange, Replacement, Return, Repair or Refund: Sand & Cement does not offer exchanges, replacement, return, repair or refund for change of heart, if the incorrect size is purchased or if a client has a personal aversion to the color, amount of pinholes, level of patina, grout fill, finish or surface variation of the product. An exchange, replacement, return, repair or refund claim due to a defect within the Warranty period will be reviewed based on the conditions outlined in the Sand & Cement Warranty. Sand & Cement may request the client supply the physical product for assessment or photos to identify the cause of the defect. Where a warranty claim is deemed valid, Sand & Cement has the sole right to decide if the product will be exchanged, replaced, repaired or refunded. If a claim is invalid or dishonest in nature, we have the right to charge the client for time evaluating the product’s cause of the defect. Sand & Cement will not accept for return, exchange or refund any product that has been used, connected, installed or attempted to be connected or installed.
Duty of Care: The client has a duty of care for the product once it is in their possession. If a client damages the product (including, but not limited to chipping, scratching or staining) once it is in their possession, the client is accountable for this and it is not a product fault. Sand & Cement does not offer exchange, replacement, return or refund for a product damaged by the client. In most instances, Sand & Cement can attend the site and attempt to repair a damaged piece at a cost to the client.
Collection, Delivery & Installation Online Store: All Online Store Orders can be delivered by Sand & Cement employees up to 100 mile radius of Santa Cruz, CA. Clients, if comfortable in doing so, are able to pick up their project or arrange for a third-party company to do so. Should a client choose to collect their piece/s from our workshop or arrange for a third-party company to do so, once the piece/s leave our workshop, we are no longer responsible for them. It is the client’s responsibility to ensure their piece/s arrive safely, without damage or loss, to their destination. It is the client’s responsibility to ensure their piece/s are safe and have the necessary requirements during transport. Once collected and taken, this is acknowledged as the piece/s being checked and accepted by the client prior to leaving our workshop. If not transported properly, this could lead to possible cracking and damage during or post-delivery. Sand & Cement is not liable for the cost of fixing and/or re-making a piece/s not delivered by us. When a piece/s is delivered by Sand & Cement and left is a safe place (should no one be home) or handed over to the client or site contact (builder, project manager etc.), it is acknowledged as the piece/s have been checked and accepted as being delivered in the correct condition. If a client would like Sand & Cement employees to install their Online Store Order, a Quote can be provided for this service. Additional charges may apply if property access is difficult and we are not informed prior. Once an Online Store Order is made, the client will be invoiced separately for Shipping and Delivery. Work will not commence on a project until this payment is received.