Faulty or Damaged Products

Any faulty product(s) should be reported to sales@magmacoatings.co.uk within 30 days of delivery.

Please also provide us with the following information:

Your Name:
Email Address:
Order No:
Product Information (Name & Quantity):
Batch no. (it applicable)
Image of the product / packaging:
information relating to the fault:

If an investigation should occur, we will arrange for the item(s) to be collected and returned to our warehouse. Once received, the items will be inspected, reviewed and tested.

Magma Coatings will replace or refund the faulty product(s) cost. The delivery charge will be refunded if the full order is faulty.

If the item(s) prove NOT to be faulty, no refund or exchange will be offered, and you will be charged additional collection costs.

Any items damaged in transit should be reported to us and the carrier immediately.

Returns / Products No Longer Required

Should you wish to return a product that is no longer required, you must notify us within 30 days of delivery by email to sales@magmacoatings.co.uk

Please also provide us with the following information:

Your Name:
Email Address:
Order No:
Product Information (Name & Quantity):

The address for returns is: Unit 3, Rignals Lane Industrial Estate, Galleywood, Chelmsford, Essex CM2 8RF

Refunds will only be provided if the items / containers have been unopened.

The customer would take responsibility for the safe return of the item(s). We are not able to offer refunds if any items / containers are damaged, opened or considered unfit for resale.

Refunds would not be provided for any bespoke coloured items which would not fall within the standard colour ranges.

Limitations of Refunds, Replacements or Compensation

At Magma Coatings, we want to provide clear and easy-to-understand information to our customers. Please read the following updated policies and guidelines:

If you receive faulty or damaged products upon delivery, we will offer a replacement or refund. Please note that the amount of refund or value of the replacement is limited to the price you paid for the faulty or damaged products. We will not compensate you or your installers for any time spent working with faulty products, waiting for deliveries, or any other costs incurred due to the faulty or damaged product.

All of our flooring kits are available in multiples of 10m², but please keep in mind that this is only a guide based on average consumption rates. Your actual usage may vary slightly, and if you need additional items, you will be responsible for paying for them. We will not provide any extra items needed to complete an area, even if the amount provided in the kit is not sufficient.

Our communications, including step-by-step instructions, installation guides, training videos, and employee communications, are intended to provide helpful guidance. However, please note that on rare occasions, subsequent knowledge or improvements to products or processes may render previous communications obsolete. In such cases, we will not offer refunds, replacements, or compensation to customers who have followed our previous guidance.

Our microcement products are made from natural minerals, which means that colors may vary between batches and product lines. We will not offer refunds, replacements, or compensation to customers who have experienced color variation across batches, products, or compared to swatches.

We can only offer refunds or replacements for goods that are received in good condition and are fit for resale. If the products arrive damaged, opened in transit, or lost in transit and cannot be resold, we reserve the right not to offer a refund or replacement.

We will not refund /accept items that have not been stored as per our product datasheets.

Please note that refunds are not available for “free with purchase” items.


Refunds will be made to the account used to purchase the product within 14 days of us receiving the item(s) in good and resale condition.


We aim to process all orders within 1-2 business days after receiving full payment. We will contact you with an estimated dispatch date if we cannot fulfil your order.

All delivery charges for your order will be calculated and displayed at checkout.

For payments received before 12pm, delivery will aim to place the order with our couriers for the next working day for collection.

Please note that occasionally delays can occur and should be factored in when placing an order.

Should there be any special requests regarding delivery, please let us know asap so we can take these into account.

Please be aware that whilst almost all our deliveries arrive on time, there may be some slight delays in transit on rare occasions. Neither Magma Coatings nor our courier company offers compensation for such delays.