Concrete Products Returns, Cancellations & Guarantees for Made-to-Order commissions and Ready-to-Buy retail items:
Concrete is a natural, dynamic material composed of raw aggregates and sands. Every hand-poured casting features individual character traits, including micro-pinholes (air bubbles), minor color tone variations, and unique aggregate distributions. These characteristics are an intrinsic part of concrete’s authentic aesthetic appeal and do not constitute material defects. Images on our website serve as a guide; we highly recommend ordering physical colour samples prior to purchase to confirm your design direction.
Gumi Works provides a 5-Year Structural Integrity Guarantee on all solid-cast concrete products.
What is Covered: This guarantee covers severe structural failure, or cracking resulting from defects in our raw structural formulation or casting processes under normal domestic or commercial usage.
What is Excluded: This guarantee does not cover cosmetic surface damage, scratches, chipping from impacts, or staining caused by acidic substances, harsh chemicals, or standing pigments. It strictly excludes hairline surface crazing (fine micro-cracks that may develop naturally on the surface over time due to room temperature changes or structural micro-movements), as these do not impact the structural integrity or waterproofing of the concrete. Any damage resulting from improper installations, structural house shifting, or unauthorised structural alterations voids this guarantee entirely.
(Standard Retail Stock, Non-Bespoke Sinks/Basins)
In accordance with UK Consumer Contracts Regulations, retail buyers have a statutory right to cancel or return standard items within 14 days of delivery. The returned products are subject to some conditions and restrictions, detailed below.
Strictly Uninstalled & Unplumbed: Sinks and basins must be returned in an “as new”, 100% resalable condition. Once an item has been test-fitted, sealed into position, or connected to a plumbing waste kit, it is legally deemed a used item and is ineligible for a return or refund.
Original Packaging Mandate: Items must be returned in their original, unmodified structural crating or heavy-duty packaging with all internal foam buffers intact. Solid concrete items sent back without original packaging may shatter in transit.
Return Transit Costs & Risk: The buyer retains full financial responsibility and liability for organizing and paying for return shipping. Because concrete requires specialised heavy carriage, reputable carrier networks are advised. Returns must be managed via a fully tracked, insured freight courier. Gumi Works remains unaccountable for goods lost or broken during return transit.
Value Diminishment Deductions: If an item arrives back at our North London studio damaged due to poor packaging or courier negligence arranged by the customer, Gumi Works reserves the right to deduct up to 100% of the refund value to cover the total loss.
(Bespoke Furniture, Custom Layouts, and Made-to-Order Pieces)
Because Made-to-Order furniture items are hand-cast to your individual colour, dimension, and geometric choices, they are fully exempt from statutory 14-day distance selling return regulations.
No Returns or Exchanges: MTO pieces cannot be returned, cancelled, or exchanged once delivered, unless a verifiable structural manufacturing fault is confirmed prior to installation.
48-Hour Cancellation Window: Cancellations for a full refund on MTO orders are strictly restricted to 48 hours from order placement. Beyond 48 hours, mold fabrication and specific raw material allocations commence, rendering all deposits and balances non-refundable.
Contact our studio via email ( hello@gumiworks.c0m ) within 14 days of delivery to log your return intent.
Include your order number and clear, high-resolution photographs showing that the concrete item is uninstalled and pristine.
Once your return authorisation is approved, securely wrap the item in its original packaging and dispatch it to our North London workshop via an insured courier.
Upon physical receipt and safe inspection, your refund (excluding original outbound shipping costs) will be issued to your original payment method within 10–14 business days.