RETURNS & REFUND POLICY
All Edje Concrete products are individually handcrafted to order. Because each piece is made specifically for you — in your chosen dimensions, colour, and finish — our ability to accept returns or offer refunds is limited by the bespoke nature of what we make.
Please read this policy carefully before placing your order. If you have any questions, we're always happy to talk you through it before you commit.
Change of Mind
We do not accept returns or offer refunds for change of mind after an order has been placed. We encourage all customers to order colour samples, confirm measurements carefully, and reach out to us with any questions before finalising their purchase.
Natural Variations in Concrete
Concrete is a natural, handcrafted material. By its very nature, exact replication of colour and finish between batches is not possible. Variations in tone, texture, pinholes, and surface character are inherent features of the material — not defects.
These characteristics may also differ from showroom samples or product photography. Samples are provided as a colour guide only and cannot guarantee an exact match to your finished piece.
Order Accuracy & Cancellations
Production begins once an order is confirmed and payment is received in full. Once manufacturing has commenced, we are unable to accept changes or cancellations.
Please take care to confirm all order details — including dimensions, finish, colour, and any custom features — before finalising your purchase. If you are unsure about anything, contact us before placing your order.
Faulty or Damaged Items
In the unlikely event that your piece arrives with a manufacturing fault, or is damaged in transit where Edje Concrete arranged the delivery, you may be entitled to a repair or replacement in line with our Warranty policy.
To make a claim, you must:
– Contact us as soon as possible after delivery — ideally within five business days.
– Provide clear photos and a written description of the issue.
– Allow us to assess the claim before any action is taken.
The following are not covered under warranty or eligible for replacement:
– Damage resulting from misuse or failure to follow our Care & Maintenance guidelines.
– Improper installation by third parties.
– Damage caused by other trades on site after delivery.
– General wear and tear, or natural characteristics of concrete including hairline cracks, pinholes, and colour variation.
Custom-Made Orders
All Edje Concrete pieces are made to order. Due to their bespoke nature, they cannot be returned, exchanged, or refunded once production has commenced. This applies to all products — basins, benchtops, tables, and any custom commissions.
Installed Products
Once a product has been installed, connected, or used in any way, it cannot be returned, exchanged, or refunded. If you have any concerns about your piece, please contact us before installation.
Australian Consumer Law
Nothing in this policy limits or excludes any rights or guarantees you may have under the Australian Consumer Law. If a product has a major fault, you may be entitled to a replacement or refund. If it has a minor fault, we may choose to repair or replace it. We take these obligations seriously and will always work with you to find a fair outcome.
Please note that natural characteristics inherent to handcrafted concrete, including those outlined in our Materials & Finishes and Care & Maintenance guides, do not constitute faults under Australian Consumer Law.
Further Information
For more detail on what is and isn't covered, please refer to our:
– Care & Maintenance Guide
– Warranty Terms
Contact Us
If you have any questions about this policy or would like to discuss your order before placing it, please get in touch:
Email: info@edjeconcrete.com.au
Phone: 0412 733 537
We're always happy to help.