Refund policy

You may request a return within 15 days after receiving your order. Return eligibility depends on the product and its condition.

Return Eligibility

To qualify for an ordinary return, eligible items must be:

Unused and in the condition received.
In their original packaging, with original labels.
Complete with all supplied parts, accessories, and documents.
Accompanied by an order number or proof of purchase.

Eligible chemical products must be unopened, with their original seals intact. Contact us before requesting a chemical return so we can confirm eligibility and shipping requirements.

These condition requirements apply to ordinary returns. Damaged, defective, incorrect, or incomplete orders are handled separately below.

How to Request a Return

Email clientcare@@decorativeconcretestore.com with:

Your order number.
The product you want to return.
The reason for the return.
Photographs showing its condition, where relevant.

If approved, we will provide the authorized return address and shipping instructions. The return destination may differ from our headquarters or the address on the original shipment.

Do not send products back before receiving authorization. Local drop-off is not available.

Return Shipping & Freight

Before an approved return is shipped, we will explain the shipping arrangements, applicable charges, and whether a return label is available.

Equipment, outdoor kitchens, and other freight items may require a scheduled collection or specialized transport. Contact us before arranging their return.

Do not send chemicals, flammable products, or leaking containers using an ordinary parcel service without approved instructions.

Damaged, Defective, Incorrect, or Missing Items

Inspect your delivery and contact us promptly if an item arrives damaged, defective, incorrect, or incomplete.

Provide your order number, a description of the problem, and photographs where available. Retain the packaging, shipping labels, and delivery documents while we review the issue.

For freight deliveries, record visible damage or shortages on the delivery receipt where possible. Report damage discovered after unpacking as well.

Do not return damaged chemicals or leaking containers without instructions. We will review the issue and explain the appropriate next steps.

Products Requiring Special Review

Opened or mixed coatings, sealers, stains, pigments, or other chemicals.
Custom-tinted, personalized, or made-to-order products.
Special-order equipment or outdoor kitchens.
Hazardous materials or products subject to transport restrictions.

We will confirm whether the item is eligible under the purchase terms and applicable requirements. Do not assume these products can be returned through the standard process.

Any final-sale restriction should be identified in the product listing or written quote before purchase. A discounted price alone does not establish that an item is final sale.

Restrictions on ordinary returns do not remove applicable rights relating to defective, damaged, or incorrect products.

Exchanges

Contact us if you ordered the wrong product or need a different option. We will confirm return eligibility and the available exchange arrangements.

If a separate replacement order is needed, return approval does not reserve replacement stock. Availability and current pricing will be confirmed separately.

Refunds

We will notify you after receiving and inspecting an authorized return and explain whether the refund has been approved.

If approved, we will issue the refund to your original payment method within 10 business days. Your bank or payment provider may take additional time to post it.

We will explain any applicable shipping deductions or restocking fees during the return-authorization process and show them in the refund calculation.

If more than 15 business days have passed since refund approval, contact clientcare@decorativeconcretestore.com with your order number.

Order Cancellations

Contact us as soon as possible if you need to cancel an order. We will check its processing status and confirm whether cancellation is possible.

Orders already dispatched may need to follow the return process. Custom or special-order purchases may have separate cancellation terms stated before purchase.

Warranty Support

Warranty claims are separate from ordinary returns. Where a manufacturer’s warranty applies, its coverage, exclusions, and claim requirements follow the manufacturer’s terms.

Contact us with your order number, a description of the issue, and photographs where relevant. We can help identify the applicable warranty and support channel.

Nothing in this policy limits rights or remedies that cannot lawfully be excluded.

Contact Us

The Decorative Concrete Store
Returns email: clientcare@decorativeconcretestore.com
Phone: (800) 484-2874

Please obtain return authorization and the correct shipping address before sending any item.