ROMEX POLICIES
At ROMEX Hardscapes, we want you to feel confident when you shop with us. This page outlines how we handle returns, how our pricing works across dealers and online channels, and how we collect, use, and protect your personal information. Whether you are a homeowner, contractor, or dealer, our goal is to provide clear, straightforward policies so you always know what to expect.
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.
