Terms and conditions of business
All prices quoted are based on the measurements taken from supplied designs or those taken during a templating site visit. Any extra costs due to inaccuracies or changes to the plans/measurements during production will be charged for. We require the customer, or their authorized agent, to be present during templating to sign off and agree dimensions and other details.
All bespoke orders require 50% payment in advance, including delivery and installation charges. The remaining 50% is due after production is complete and before delivery, or on the day of delivery/fitting, if paying by cash.
Additional site costs are invoiced separately and are due within 7 days after site completion.
Orders will be stored for a period of 30 days after manufacture is completed.
Beyond that period Living Concrete reserves the right to dispose of the product/s as deemed appropriate or charge £30/day for storage should the client require more time.
Making a purchase
Our website has been designed to make shopping easy and secure. Our products are arranged in easily identifiable categories.
By selecting a category you will then be shown the products it contains. More detailed information is available for every product and, when you have found what you want, you can add to your shopping basket. Please note that the basket does not commit you to anything. You can edit it or empty it at any point. Once you have selected the products you want you then press ‘Continue to checkout’ and our secure checkout and payment system will then guide you through the payment process, step by step.
We accept credit card payments which are processed using a secure server – our payment processors are Secure Trading, one of the world’s leading online payment providers. Our system is set up to charge credit and debit cards in Pounds Sterling. Please note that if you are shopping from outside the UK, your card company will convert our Sterling price into your local currency and the amount will appear on your next card statement.
We accept most major cards – but not American Express or Diners. In order to progress your order, payment is taken when the order is placed. This ensures that the next available manufacture date or stock, if available, is allocated to you.
Your statutory rights are not affected.
Please note that the standard waiting time for the products is 4-8 weeks due to the nature of the bespoke hand made products.
Appearance & Colour Variations
Production of Living Concrete products is a complex process involving a calculated mix of several raw materials, high performance admixtures and pigments to create solid objects out of liquid concrete that match the expectations of the client.
We control the casting process to match our samples as accurately as possible but, due to the size differences between samples and final products, colour and surface variations might occur. Variations can also occur throughout a single large piece. These are typically very subtle and are integral to the character of concrete and should not be seen as defects.
On orders cancelled before mould or product manufacture there is no charge.
If a templating site visit has already taken place, £250 plus VAT will be charged.
On orders where materials have been bought, no refunds will be given.
No refunds will be given once manufacture has commenced.
If we are forced to make an extra journey because no one is available to receive us at the property on the agreed date, we reserve the right to charge for additional site costs. Similarly, if we come to template having been told that the site is ready and it is not in fact ready there will be an additional charge of £250 plus VAT for the wasted journey. The same applies if dimensions change after templating, invalidating the original template and necessitating a second template visit to make adjustments.
90mm diameter samples are supplied free of charge and are to be used as a guide to our colours and finishes only. They are not always created using the same process that is typical of GRC (Glass Reinforced Concrete). Variations, primarily in aggregate orientation and density should be expected compared to the final piece. Unlike large samples and the actual product, initial samples are not sealed against household chemicals or various foods and so should not be considered representative of stain or scratch resistance of the final product, which is fully sealed.
Dimensions & Cut-outs
Specific measurements provided by the clients that are additional to those agreed during templating must be provided in writing at the time agreed in order for products to be delivered and fitted in the lead times provided after the payment is made.
Any changes to dimensions after the time templates and or measurements taken, will incur additional charges.
Delivery and Access
Delivery of products to a location or site requires safe access to transfer product/s from vehicle to place of installation. The amount of manpower required will depend on the specific project. Living Concrete Ltd reserves the right to refuse delivery if the site is deemed unsafe.
Products will be replaced in the unusual event of being damaged in transit. The lead time of the replacement will require not less than the manufacturing time given for the original order.
Delivery dates are not given as a guarantee or part of the contract agreed, but Living Concrete will always strive to meet any dates given.
We aim to get your items to you as soon as possible and ideally within 4-8 weeks of placing your order, due to the nature of pre-cast hand-made products.
We offer a range of items and many options and finishes, most of which are made to order. Unfortunately this means that we do not normally keep stock of products, and your order will not be ready for immediate despatch.
Our delivery charges ONLY apply to UK mainland purchases. We reserve the right to make additional delivery charges for overseas deliveries and for remote parts of the UK such as Shetland, the Western Isles and certain parts of the Highlands. We recommend that all overseas customers call us to discuss their order and delivery charges before placing an order.
NOTE: Please do not book any trades people to fit goods ordered from us until you have received the items. Goods can be delayed to us from our suppliers. Using a third party shipper, it is also difficult for us to totally guarantee that a delivery will reach its destination on time after it has left us. We do NOT accept any responsibility for costs relating to the late delivery of products ordered from us.
Installation does not include any electrical, gas, plumbing or other works. A tolerance of ± 5mm is to be expected on all measurements taken due to the nature of concrete unless agreed. For kitchen worktops, we require cabinets to be fixed to wall and all be level to within ± 3mm end to end.
Scratch Resistance and Sealing
Living Concrete uses specialist impregnating agents and sealers to prevent scratching and staining. However, this process is not a guarantee our concrete will not stain or scratch if force is applied to it.
To maintain the surface quality we recommend all spillages are cleaned up as soon as possible and any surface damage is reported immediately for repair. Most high use products will leave the studio with good stain resistance to most food and drink and offer some acid resistance.
Living concrete manufactures the majority of our concrete products using GRC (Glass Reinforced Concrete). This allows for greatly reduced weight and increases in strength. There is usually no need to strengthen/reinforce any kitchen units or flooring to support Living Concrete worktops. Most GRC work will be around 40km/m2. Contact us for further details.
Typically, there is no more aftercare on Living Concrete products, other than general daily cleaning with a mild detergent as you would any other worktop. All food cutting should be carried out on dedicated cutting boards and any damage to the surface of the concrete can normally be repaired and re-sealed. Ideally surfaces should be wiped down as soon as spillages occur, especially for acidic staining agents like vinegar and lemon juice or household cleaners.
On receipt of your purchase it is essential that the items are thoroughly checked. Any breakages or missing items must be reported in writing to email@example.com within 24 hours. We will help resolve any problems reported after this point but reserve the right to pass on any associated costs.
All of the product prices on this site includes VAT at the standard rate of 20%.
Credit Card Security
Your credit or debit credit card number will be encrypted when you place your order. The software we are using applies 128 bit encryption check? before passing your card number over the internet to our payment processor, Secure Trading, to be completed. Card numbers are only decrypted after they reach Secure Trading’s computer system and are no longer on the Internet. Card numbers are not held in clear text on any web site and are not stored by us on any machine connected to the Internet.
Please don’t email us your credit card number as part of general correspondence – it’s not really safe to do so.
We pride ourselves on the high quality of the goods we supply and guarantee to replace or refund any goods that are found to be faulty or not fit for purpose. However, our liability is limited to the value of the purchased goods and we accept no responsibility for ANY costs associated with the supply of faulty goods.
All of our products are covered by a minimum of a one year guarantee, where the items supplied are found to be faulty or not fit for purpose. Many of our items have longer guarantees.
We do not share your details with anyone else…. ever.
We collect information about you when you order, when you ask us for information and if you decide to sign up to our email mailing list. Information is collected lawfully and in accordance with the Data Protection Act 1998. Whenever we email you, you are free to let us know that you don’t want any further emails from us – just say, and we’ll stop contacting you.
Cookies are used on this website to keep track of the contents of your shopping basket once you have selected an item.
We don’t store or capture any other information, other than logging your IP address and session info such as the duration of the visit and the type of browser you used. This is automatically undertaken by our web server and is only used for system administration and to provide statistics which we analyse from time to time to evaluate use of our site. This information doesn’t identify you to us as an individual, and we don’t track your behaviour on our site and link it to you. We use summary data in house to improve our service to customers, and might share some statistics and summaries, without any elements of personal data attached, with other companies – for instance to persuade them to advertise with us.
We have no control or influence over the privacy policies that apply to websites that you can access by following links out of this site.
Glossary of terms – or what we are banging on about above…
Browser: software that locates and displays Web pages.
Web Server: a computer that is connected to the internet 24 hours a day, seven days a week and is used to store the data needed to serve up web pages in response to requests from browser software. When you type www.hollowaysofludlow.com into your browser’s address window, you send a request over the internet which reaches our web server and is a request for it to send your browser the home page of our site.
We are consumers too! We respect your rights as a consumer and aim to do everything in our power to ensure that you have an enjoyable experience dealing with us.
If you have any problems or criticisms please feel free to contact – call our support line on
0203 092 2030 tbc, or write to: firstname.lastname@example.org
We’ll guarantee to respond to you within five working days and to keep you fully and regularly informed until your complaint is resolved.