Returns & Faulty Goods Policy
Unopened, unused goods
You may request a change-of-mind return within 30 calendar days after delivery. Goods must be unused, unopened, complete and in a condition suitable for resale, with their original packaging. This matters for fillers: opening a seal, dispensing material or contaminating the contents makes a change-of-mind return unsuitable. A mat that has contacted concrete or has been cut, marked or distorted is not an unused return. These conditions do not remove rights concerning defective, incorrect or misdescribed goods.
Ask before sending
Email [email protected] with your order reference, the affected product, quantity and reason. We aim to respond within 2 business days with instructions and a return reference. The contact and return address is J & Son Colorado Concrete LLC, 601 Manitoba Dr, Colorado Springs, CO 80910, US; confirm the instructions with us before posting. Do not send goods without identifying the order. No walk-in return service or prepaid return label is promised. Keep a copy of the authorization and a proof of posting.
Packaging, timing and cost
After authorization, send the goods within 14 calendar days, securely packed to prevent leakage, crushing or damage to patterned faces. Use a tracked service appropriate for the material and comply with carrier restrictions; ask us if the pack has leaked or cannot safely be shipped. For a voluntary change of mind, you pay the return shipping and are responsible for choosing suitable packaging and service. We do not impose a general restocking fee. The original delivery charge is not refunded for a discretionary change-of-mind return unless we agree otherwise or the law requires it.
Damaged, wrong or defective items
Check the delivery promptly and tell us about visible damage, missing goods or a wrong item as soon as practical, preferably within 7 calendar days. This request helps investigation and does not impose a shorter legal deadline for latent defects. Send photographs of the item and packaging where safe, keep the packaging, and stop using suspect goods. We assess the issue and arrange an appropriate replacement, refund or other remedy consistent with your rights. Where the issue is ours, we cover reasonable authorized return costs or provide another safe collection or disposal instruction; do not discard goods before agreement unless safety requires it.
Inspection, refund and cancellation
We aim to inspect a received return within 5 business days. Approved refunds are initiated within 5 business days of inspection or approval if no return is needed, normally using the original agreed payment route; allow a further 5–10 business days for the institution to show the credit. We explain any refusal or deduction and the condition evidence behind it. To cancel before dispatch, contact us immediately with the reference; we confirm whether shipment can still be stopped. We do not make an exchange or substitute without your agreement. Contact 1 7194179176 if a return question remains unresolved. Effective October 19, 2026.