ROMEX POLICIES
Use this page to access key ROMEX policy documents and application resources in one place. Submit a product claim through the form below, or review the credit application terms and conditions for the United States and Canada before moving forward.
Unused, stock-ready items may be returned in original, resalable condition. It is the buyers responsibility to transport the returned goods to the required ROMEX location, a re-stocking fee of 15% will apply. Custom or damaged items are non-returnable.
CLAIM ELIGIBILITY
To qualify for a claim, all of the following must be met:
- Intact Packaging
- Product must be in its original, unopened vacuum-sealed container.
- Product Condition
- Upon first opening, the grout is found to be hardened or cured and unusable.
- Product Age
- The product must be less than 24 months old from the manufacture date displayed on the packaging.
- Proper Storage
- Must have been stored according to ROMEX guidelines (dry conditions, shielded from direct sunlight, and between 5°C and 25°C, in line with install temperature guidelines of 5°C–30°C).
- Proof of Purchase
- Valid receipt or invoice required.
CLAIM SUBMISSION PROCESS
Notify ROMEX Customer Service via email at [email protected] within 7 days of discovering the issue.
Provide
- Photograph of the bucket showing the batch number and manufacture date.
- Photo or video of the hardened grout upon opening.
- Proof of purchase (receipt/invoice).
If necessary, ROMEX may request the return of the affected product for inspection and will supply return instructions if required.
RESOLUTION OPTIONS
If the claim is approved, ROMEX will, at its discretion, offer one of the following:
- A replacement bucket at no cost.
- Credit towards future purchases.
- Refund of the purchase price (excluding shipping fees).
TERMS & CONDITIONS
Claims will be denied if:
- The product is older than 24 months from the manufacture date.
- It has been improperly stored or exposed to unfavorable conditions.
- The seal has been broken or tampered with before the claim was submitted.
- Damage is unrelated to manufacturing or packaging, such as external puncturing.
ROMEX is not liable for any indirect or consequential damages resulting from product use or inability to use the product.
POLICY UPDATES
ROMEX reserves the right to update this policy at any time. The version in effect at the time of claim submission will
govern.
Term and conditions of Sale:
- For all contracts between ROMEX Hardscapes. (“the Company”), and the person, firm or company (“the Customer”) regarding the sale of materials (“the goods”) offered by the Company and accepted by the Customer, the two parties shall be governed exclusively by these Terms and Conditions of Sale and no variation or addition to these Terms and Conditions of Sale shall be binding unless agreed to in writing by an authorized representative of each party.
- A quotation given by the Company does not constitute an offer and the Company reserves the right to withdraw or amend the same at any time prior to the Company’s acceptance of the Customer’s order. The Sales Confirmation constitutes an offer and acceptance of that offer is indicated by both (1) receipt by the Company of a signed Sales Confirmation and (2) receipt by the Company of the required Deposit Payment by the Customer.
- Prices are current, however we recommend adding a minimum of 5% p.a. for inflation for future projects. Please also note the Expiration Date on the Estimate shown above.
- Upon receipt of an order or upon receipt of an approved Estimate, the Company will issue a Sales Confirmation and it is the responsibility of the Customer to ensure that this Sales Confirmation accurately reflects their requirements for the order.
- The Deposit is non-refundable and required to initiate production of the order. The Balance on the order, including any auxiliary transport charges (e.g. for HIAB truck or similar), is due upon delivery to the job site. A minimum 50% deposit is required to initiate the order. Balance is due upon delivery. For larger or multi-phase projects, options for Payment Terms are available. Please discuss with your ROMEX representative.
- Any estimated dates for delivery of the goods are approximate and while the Company will endeavor to meet the estimated deliver date the Company shall not be held liable to the Customer for damages or losses caused by the delay. – At this time, all ROMEX goods listed are in stock and available for immediate sale. We stive to keep reasonable stock levels of all products we offer; having sufficient stock of all items at all times is not guaranteed. If restocking is required, the estimated lead time is 8-12 weeks for delivery to sites in Canada, and the USA. Other areas are TBD as required.Â
- For orders shipped out from our storage to your site, ROMEX goods and any related aggregate components are Ex Works (EXW) i.e. transport is not included but can be arranged for you. 15% is added for administration. Default transport is by flatbed; ancillary services (e.g. HIAB crane truck) are additional and must be requested in advance. Please ask us for an Estimate. If you send your truck, we will load it for you at our yard and provide a forklift and forklift operator at no charge.
- Any aggregate components, including 4-8mm aggregate for Trass Bed or decorative gravel for DEKO installs, are subject to their related additional delivery charges. Delivery costs of ROMEX-approved filler sands for ROMEX Jointing Mortars are considered and costed herein as part of a ‘set’ for each unit of Jointing Mortar (i.e. each set comprises ROMEX resin + ROMEX-approved filler sand).
- Force Majeure: In the event that any obligation contained herein is not fulfilled within the time period required hereby, and such failure is beyond the obligor’s reasonable control, including but not limited to compliance with any regulations, order or instruction of any federal, state or municipal government or any department or agency thereof, acts or omissions of any other party hereto, acts of civil or military authority, fires, strikes, embargoes, war, terrorism, riots, earthquakes, floods and the inability (due to causes beyond such obligor’s reasonable control) to obtain necessary labour or materials (all of the foregoing, without limitation, being herein referred to as force majeure), such party shall give the other party prompt notice of the occurrence of any such force majeure delay or expected delay, specifying the cause thereof and the expected duration. In the event of any such delay, the date required for fulfillment of such obligation shall be automatically extended for a period equal to the time lost by reason of the delay. In such an occurrence neither party shall lose any rights hereunder or be liable to the other party for damages or losses (except for payment obligations) resulting from failure of performance by the defaulting party. Â
- Liability for the goods including but not limited to damage, loss , and/or theft shall pass to the Customer at the moment the goods are delivered to the job site, unless the Company’s agent is unloading the goods via HIAB or crane truck in which case said liability shall pass to the customer once the goods are on the ground.
- Notwithstanding any other provision of these conditions, title of the goods shall not pass to the Customer until the Company has received and cleared the Balance Payment in full.
- Any claim by the Customer for defective goods or their failure to correspond with their description, whether or not delivery is refused by the Customer, shall be notified to the Company in writing within 15 days from the date of delivery and per the product claim policy on the Romex Hardscapes website.Â
- Where any valid claim in respect of the quality of the goods is notified to and assessed by the Company, the goods in question will be replaced by the Company free of charge to the Customer using the Company’s standard shipping and freight routes. The Company shall then have no further liability to the Customer unless a new claim is then made against the replacement goods.
- The price of the goods is the price stated in the Company’s Sales Confirmation. Unless otherwise stated, all prices provided are exclusive of federal or state taxes which will be charged at the rate applicable at the time of invoicing.
- Where accounts remain unpaid beyond the due date, the Company reserves the right to charge interest at the rate of 24% per annum compounded monthly. Invoice is due to be paid within 30 days of the invoice date.
- In Estimates and Sales Confirmations in which the Company presents costing metrics for items in cubic foot coverage and/or square footage small rounding errors are mathematically inevitable.
- Unused stock items can be returned in their original condition and within at least 3 months of the expiry date. Custom items or damaged items cannot be accepted as returns.
- Customer shall pay to Supplier a restocking fee equal to twenty five (25%) of the original purchase price paid by customer for such returned products and is the responsibility of the customer to return the product to the appropriate Romex location.
Term and conditions of Sale:
- For all contracts between ROMEX Hardscapes. (“the Company”), and the person, firm or company (“the Customer”) regarding the sale of materials (“the goods”) offered by the Company and accepted by the Customer, the two parties shall be governed exclusively by these Terms and Conditions of Sale and no variation or addition to these Terms and Conditions of Sale shall be binding unless agreed to in writing by an authorized representative of each party.
- A quotation given by the Company does not constitute an offer and the Company reserves the right to withdraw or amend the same at any time prior to the Company’s acceptance of the Customer’s order. The Sales Confirmation constitutes an offer and acceptance of that offer is indicated by both (1) receipt by the Company of a signed Sales Confirmation and (2) receipt by the Company of the required Deposit Payment by the Customer.
- Prices are current, however we recommend adding a minimum of 5% p.a. for inflation for future projects. Please also note the Expiration Date on the Estimate shown above.
- Upon receipt of an order or upon receipt of an approved Estimate, the Company will issue a Sales Confirmation and it is the responsibility of the Customer to ensure that this Sales Confirmation accurately reflects their requirements for the order.
- The Deposit is non-refundable and required to initiate production of the order. The Balance on the order, including any auxiliary transport charges (e.g. for HIAB truck or similar), is due upon delivery to the job site. A minimum 50% deposit is required to initiate the order. Balance is due upon delivery. For larger or multi-phase projects, options for Payment Terms are available. Please discuss with your ROMEX representative.
- Any estimated dates for delivery of the goods are approximate and while the Company will endeavour to meet the estimated deliver date the Company shall not be held liable to the Customer for damages or losses caused by the delay. – At this time, all ROMEX goods listed are in stock and available for immediate sale. We stive to keep reasonable stock levels of all products we offer; having sufficient stock of all items at all times is not guaranteed. If restocking is required, the estimated lead time is 8-12 weeks for delivery to sites in Canada, and the USA. Other areas are TBD as required.Â
- For orders shipped out from our storage to your site, ROMEX goods and any related aggregate components are Ex Works (EXW) i.e. transport is not included but can be arranged for you. 15% is added for administration. Default transport is by flatbed; ancillary services (e.g. HIAB crane truck) are additional and must be requested in advance. Please ask us for an Estimate. If you send your truck, we will load it for you at our yard and provide a forklift and forklift operator at no charge.
- Any aggregate components, including 4-8mm aggregate for Trass Bed or decorative gravel for DEKO installs, are subject to their related additional delivery charges. Delivery costs of ROMEX-approved filler sands for ROMEX Jointing Mortars are considered and costed herein as part of a ‘set’ for each unit of Jointing Mortar (i.e. each set comprises ROMEX resin + ROMEX-approved filler sand).
- Force Majeure: In the event that any obligation contained herein is not fulfilled within the time period required hereby, and such failure is beyond the obligor’s reasonable control, including but not limited to compliance with any regulations, order or instruction of any federal, state or municipal government or any department or agency thereof, acts or omissions of any other party hereto, acts of civil or military authority, fires, strikes, embargoes, war, terrorism, riots, earthquakes, floods and the inability (due to causes beyond such obligor’s reasonable control) to obtain necessary labour or materials (all of the foregoing, without limitation, being herein referred to as force majeure), such party shall give the other party prompt notice of the occurrence of any such force majeure delay or expected delay, specifying the cause thereof and the expected duration. In the event of any such delay, the date required for fulfillment of such obligation shall be automatically extended for a period equal to the time lost by reason of the delay. In such an occurrence neither party shall lose any rights hereunder or be liable to the other party for damages or losses (except for payment obligations) resulting from failure of performance by the defaulting party. Â
- Liability for the goods including but not limited to damage, loss , and/or theft shall pass to the Customer at the moment the goods are delivered to the job site, unless the Company’s agent is unloading the goods via HIAB or crane truck in which case said liability shall pass to the customer once the goods are on the ground.
- Notwithstanding any other provision of these conditions, title of the goods shall not pass to the Customer until the Company has received and cleared the Balance Payment in full.
- Any claim by the Customer for defective goods or their failure to correspond with their description, whether or not delivery is refused by the Customer, shall be notified to the Company in writing within 15 days from the date of delivery and per the product claim policy on the Romex Hardscapes website.Â
- Where any valid claim in respect of the quality of the goods is notified to and assessed by the Company, the goods in question will be replaced by the Company free of charge to the Customer using the Company’s standard shipping and freight routes. The Company shall then have no further liability to the Customer unless a new claim is then made against the replacement goods.
- The price of the goods is the price stated in the Company’s Sales Confirmation. Unless otherwise stated, all prices provided are exclusive of GST, PST, HST and/or QST which will be charged at the rate applicable at the time of invoicing.
- Where accounts remain unpaid beyond the due date, the Company reserves the right to charge interest at the rate of 24% per annum compounded monthly. Invoice is due to be paid within 30 days of the invoice date.
- In Estimates and Sales Confirmations in which the Company presents costing metrics for items in cubic foot coverage and/or square footage small rounding errors are mathematically inevitable.
- Unused stock items can be returned in their original condition and within at least 3 months of the expiry date. Custom items or damaged items cannot be accepted as returns.
- Customer shall pay to Supplier a restocking fee equal to twenty five percent (25%) of the original purchase price paid by customer for such returned products and is the responsibility of the customer to return the product to the appropriate Romex location.
- Information We CollectÂ
We may collect the following types of information:Â
Information you provide to usÂ
- Contact details, such as your name, company, email address, phone number, and mailing addressÂ
- Project information, such as project type, location, product interests, and estimated quantitiesÂ
- Account and communication preferencesÂ
- Messages you send us through contact forms, email, or social media â—Ź Responses to surveys, promotions, or eventsÂ
Information collected automaticallyÂ
When you visit our websites, we may automatically collect:Â
- Device and browser informationÂ
- IP address and approximate locationÂ
- Pages viewed, links clicked, and time spent on the siteÂ
- Referring pages or campaignsÂ
We typically collect this information through cookies and similar tracking technologies. Information from third partiesÂ
We may receive information about you from:Â
- Dealers, distributors, or installers who work with ROMEX products â—Ź Marketing and analytics partners
- Social media platforms, if you interact with our accountsÂ
- How We Use Your InformationÂ
We use the information we collect for purposes such as:Â
- Responding to inquiries, providing quotes, and supporting your projects â—Ź Recommending products, systems, and installersÂ
- Processing and managing orders, samples, or warranty registrationsÂ
- Providing technical resources, training, and ROMEX Academy content â—Ź Sending service, transactional, or account related messagesÂ
- Sending marketing communications when you opt inÂ
- Operating, maintaining, and improving our websites and servicesÂ
- Analyzing website performance, campaigns, and customer behaviorÂ
- Detecting and preventing fraud or misuse of our servicesÂ
- Complying with legal obligations and enforcing our termsÂ
We only use your information in ways that are consistent with this Privacy Policy and applicable law.Â
- SMS Text Messaging and 10DLC ProgramÂ
If you choose to provide your mobile phone number and opt in to receive text messages from ROMEX, the following terms apply in addition to this Privacy Policy.Â
Program descriptionÂ
With your consent, we may send you text messages that can include:
- Project and product informationÂ
- Order or appointment updatesÂ
- Event remindersÂ
- ROMEX Academy and training informationÂ
- Promotions, offers, and marketing messagesÂ
Message frequency may vary based on your interactions and preferences. Consent and opt inÂ
You will only receive SMS messages from ROMEX if you:Â
- Provide your mobile phone number, andÂ
- Explicitly agree to receive text messages, for example by checking a box or submitting a form that clearly states you are opting in to receive SMS communications.Â
Your consent to receive SMS messages is not a condition of purchasing products or services from ROMEX.Â
ChargesÂ
Message and data rates may apply. Your carrier may charge fees for SMS messages according to your mobile plan. You are responsible for any such charges.Â
How to opt outÂ
You can stop receiving SMS messages from ROMEX at any time by replying: â—Ź STOP, CANCEL, UNSUBSCRIBE, or ENDÂ
After you send STOP or CANCEL, you may receive a confirmation message that your opt out has been processed. After that, you will no longer receive SMS messages from that specific program, unless you opt in again.Â
How to get help
For help with our SMS program, you can reply HELP to any ROMEX text message or contact us using the contact details on our website.Â
Use of your mobile numberÂ
We use your mobile number only for the purposes described in this Privacy Policy. We do not sell, rent, or share your mobile number with third parties for their own marketing purposes.Â
- Cookies and Similar TechnologiesÂ
We use cookies and similar technologies to:Â
- Operate core website featuresÂ
- Remember your preferencesÂ
- Analyze site performance and trafficÂ
- Support advertising and remarketing campaignsÂ
You can manage cookies through your browser settings. If you disable cookies, some parts of our website may not function properly.Â
- How We Share Your InformationÂ
We may share your information with:Â
- Service providers that help us operate our websites, marketing, analytics, CRM, email, SMS, and logisticsÂ
- Dealers, distributors, and installers when needed to respond to your requests, fulfill orders, or recommend local partnersÂ
- Business partners for joint projects, events, and programs related to ROMEX productsÂ
- Professional advisors such as lawyers, auditors, and insurers when reasonably necessary
- Authorities or other parties if required by law, legal process, or to protect our rights, users, or the publicÂ
We do not sell or rent your personal information, including mobile numbers, to third parties for their standalone marketing purposes.Â
If we are involved in a merger, acquisition, or asset sale, your information may be transferred as part of that transaction, subject to continued protection consistent with this Privacy Policy.Â
- Data RetentionÂ
We retain your information for as long as reasonably necessary to:Â
- Fulfill the purposes described in this PolicyÂ
- Provide products and servicesÂ
- Comply with legal, accounting, or reporting obligationsÂ
- Resolve disputes and enforce our agreementsÂ
Retention periods may vary depending on the type of data and our relationship with you.Â
- How We Protect Your InformationÂ
We use reasonable technical and organizational measures to help protect your information from unauthorized access, loss, misuse, or disclosure.Â
However, no method of transmission over the internet or method of electronic storage is completely secure, so we cannot guarantee absolute security.Â
- Your Choices and RightsÂ
Depending on your location and applicable law, you may have rights such as:
- Accessing the personal information we hold about youÂ
- Requesting corrections or updates to your informationÂ
- Requesting deletion of certain informationÂ
- Objecting to or restricting certain types of processingÂ
- Opting out of marketing communicationsÂ
You can:Â
- Unsubscribe from marketing emails by using the link in the emailÂ
- Opt out of SMS by replying STOP or CANCELÂ
- Contact us using the details on our website to exercise your rightsÂ
We may need to verify your identity before fulfilling some requests.Â
- Children’s PrivacyÂ
Our websites, products, and services are intended for business users and adults. They are not directed to children under the age of 13.Â
We do not knowingly collect personal information from children under 13. If we become aware that we have collected such information, we will take steps to delete it.Â
- International UsersÂ
ROMEX operates primarily in North America. If you access our websites from outside this region, you understand that your information may be transferred to and processed in countries that may have different data protection laws than your home jurisdiction.Â
We handle your information in accordance with this Privacy Policy regardless of where it is processed.
- Changes to This Privacy PolicyÂ
We may update this Privacy Policy from time to time. The “Last updated” date at the top indicates when the latest changes were made.Â
When we make material changes, we will take reasonable steps to notify you, such as posting a notice on our website. Your continued use of our websites or services after any update means you accept the revised Policy.Â
- Contact UsÂ
If you have any questions or concerns about this Privacy Policy or our data practices, please contact us using the contact information provided on the ROMEX Hardscapes website.Â
We do not transfer, share, or disclose consumer personal data to external organizations. This includes mobile numbers, SMS consent data, and related personal information.Â
Consumer personal data may be used only as strictly necessary to deliver the requested messaging service and not for any third party’s own use.Â
Protections against unauthorized sharing:Â
- We maintain safeguards designed to prevent unauthorized sharing, disclosure, or access to consumer personal data.Â
- Access to personal data is limited to what is necessary to support the requested messaging service.Â
- Mobile numbers and SMS consent data are protected and are not shared for marketing or any unrelated purpose.
