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.
PRODUCT CLAIM POLICY
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.
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 12 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 12 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.
All pricing FOB ROMEX Warehouse – Pricing subject to change with 30 day written notice
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1. Pricing & Taxes – Prices are as stated in the Sales Confirmation and do not include any applicable taxes, which will be added at the time of invoicing.
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2. Late Payment – Accounts not settled by the due date will be subject to interest at 2% per month on the outstanding balance.
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3. Returns – 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.
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4. Delivery Terms – Delivery cost is covered by the client/ buying party or can be arranged for by the client for collection at one the ROMEX facilities
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5. Delivery Expectations – ROMEX endeavours to have stock of all products available at North American facilities and deliverable within 5-10 business days from order. However certain quantities or products may require materials be imported from oversees in which case delivery time may extend up to 12 weeks.
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6. Payment Terms – Pending credit approval, net 30 unless otherwise stated or negotiated.
