Refund and Cancellation Policy

At Mixit Ltd, we want to ensure a smooth transaction and delivery experience for all of our customers. Because concrete is a highly perishable product that is custom-batched for your specific order, our refund and cancellation policies are governed by strict operational timeframes.

Please read this policy carefully before making your payment.

1. Order Cancellations & Modifications

More than 24 hours before delivery: You may cancel or modify your order at any time up to 24 hours before your scheduled delivery slot. Approved cancellations made within this window will receive a full 100% refund processed back to your original payment card.

Within 24 hours of delivery: As detailed in Section 4.3 of our Terms & Conditions, orders cancelled or significantly modified within 24 hours of the scheduled delivery time may incur charges for batching, transport, and wasted materials. Any remaining balance after these costs are covered will be refunded to your card.

2. Failed Deliveries & Site Access

As per Section 5.3 of our Terms & Conditions, the buyer is responsible for ensuring that the delivery site is safe, accessible, and suitable for our heavy vehicles.

If a delivery cannot be completed due to inadequate site access, unsafe conditions, or lack of preparation on site, a refund cannot be issued. The buyer will remain liable for all associated costs, including return transport and the disposal of the unused, spoiled concrete.

3. Quality Disputes and Rejected Loads

Concrete cannot be returned once it has been batched and discharged. However, we stand behind the quality of our product:If you believe the mix does not conform to your agreed specification, you must report this immediately at the time of delivery before or during discharge (as per Section 9.2). If a load is rejected due to a verified material defect on our part at the time of delivery, we will provide a replacement load or issue a full refund to your payment card.

No refunds will be issued for defects arising from handling, placement, or the unauthorised addition of water/additives on-site after the concrete has left our vehicle.

4. How Refunds Are Processed

All online credit and debit card transactions are processed securely.

Approved refunds will be credited automatically back to the original payment card used during checkout.

Please allow 5 to 7 business days for the refunded amount to appear on your bank statement, depending on your card issuer’s processing times.

5. Contact Us for Refund Requests

To request a cancellation or inquire about a refund, please contact our team immediately by phone to ensure it is logged before the 24-hour deadline:

Phone: 0207 538 2266

Registered Office: Mixit Limited, Company Number: 13219391