Return and Refund Policy

Our policy on cancellations, claims and refunds for concrete supply orders.

Effective Date: 1 January 2026

This Return and Refund Policy applies to all concrete supply and delivery services provided by Cossacred, operated by Reocrete, Brisbane QLD, Australia. Due to the perishable nature of our product, concrete cannot be returned in the traditional sense. Once raw materials are batched into a concrete mix, the chemical hydration process begins immediately and the product has a limited working life — typically 60 to 90 minutes depending on ambient temperature, mix design and the use of additives. For this reason, our return and refund policy differs from standard retail policies.

1. Nature of the Product

Ready-mix concrete is a perishable, made-to-order product. Each batch is mixed to the specific grade, slump, volume and additives requested by the Customer. Once the cement, water, aggregates and admixtures are combined in the agitator truck, the mix cannot be reversed, reused or returned to its raw components. This fundamental characteristic of concrete means that standard return policies applicable to durable goods do not apply to our products.

2. Cancellation Before Delivery

2.1 More Than 24 Hours Before Scheduled Delivery

If you cancel your order more than 24 hours before the scheduled delivery time, no cancellation fee applies and any prepayment will be refunded in full. We understand that project timelines shift and we are happy to reschedule your order to a new date at no additional cost, subject to batch plant and truck availability.

2.2 Less Than 24 Hours But Before Batching

If you cancel after the 24-hour window but before the concrete has been batched, a cancellation fee of up to 20% of the quoted order value may apply. This fee reflects the administrative and logistical costs already incurred, including truck allocation, batch plant scheduling and materials reservation. The remaining balance of any prepayment will be refunded.

2.3 After Batching Has Commenced

Once batching has commenced, the full order value is payable regardless of whether delivery is completed. Concrete that has been batched cannot be returned to raw materials. If you refuse delivery of batched concrete, you remain liable for the full invoice amount including any applicable delivery and pump charges. The concrete will be disposed of in accordance with environmental regulations at our discretion.

3. Cancellation During Delivery

If you instruct our driver to stop discharging concrete partway through a delivery, you will be charged for the full volume that was batched and loaded onto the truck, not just the volume discharged. Any remaining concrete in the agitator must be disposed of responsibly and disposal costs may be passed on to the Customer if they exceed normal levels. Partial deliveries requested by the Customer due to site conditions (such as formwork failure, pump breakdown or weather events occurring after dispatch) will be invoiced for the full batched volume.

4. Defective Product Claims

We supply all concrete in accordance with Australian Standard AS 1379 (Specification and Supply of Concrete) and take every measure to ensure the correct grade, slump and volume are delivered. However, if you believe the concrete delivered does not meet the specifications agreed in your order confirmation, the following process applies:

  • Immediate notification: You must advise the delivery driver of any apparent issue at the time of delivery, before the concrete is discharged. Once concrete is discharged and placed, it becomes significantly more difficult to verify claims regarding slump, consistency or grade.
  • Written claim: You must submit a written claim to quotes@cossacred.com within 48 hours of delivery. The claim must include your order number, delivery date, a description of the defect and supporting evidence such as photographs, slump test results or core sample reports.
  • Investigation: We will investigate the claim by reviewing batch plant records, delivery dockets, truck GPS data and any test results from the batch. We may arrange an independent inspection or testing at our cost if warranted.
  • Resolution: If the investigation confirms that the concrete supplied did not meet the agreed specification due to a fault in batching or supply, we will, at our discretion, offer a replacement delivery at no additional cost or issue a credit or refund for the affected portion of the order.

Claims will not be accepted where the defect arose from factors outside our control, including but not limited to: improper placement, compaction or finishing by the Customer or their contractors; addition of water or other materials to the mix after dispatch from the batch plant; delays in placement exceeding the workable life of the concrete; inadequate curing or protection of the placed concrete; or structural or formwork issues at the pour site.

5. Short Delivery Claims

If you believe that the volume of concrete delivered was less than the volume ordered and invoiced, you must notify us within 24 hours of delivery. We will review the batch plant records, which log the exact volume of materials loaded into the agitator truck. Minor volumetric variations of up to 2% are within normal tolerance under AS 1379 and do not constitute a short delivery. Where a verified shortfall exceeds this tolerance, we will arrange a top-up delivery or issue a credit for the difference.

6. Refund Process and Timeline

Where a refund is approved under any section of this policy, it will be processed as follows:

  • Refunds will be issued to the same payment method used for the original transaction.
  • Credit card and bank transfer refunds are typically processed within 7 to 10 business days from the date the refund is approved.
  • If you paid by invoice and the invoice is still unpaid, we will issue a credit note to be applied against the outstanding balance.
  • Refunds do not include any third-party costs incurred by the Customer, such as pump hire arranged independently, labour costs or formwork expenses.

7. Australian Consumer Law

Nothing in this policy limits or excludes any rights you may have under the Australian Consumer Law as set out in the Competition and Consumer Act 2010 (Cth). If our services or products have a major failure as defined under the Australian Consumer Law, you are entitled to a remedy including a refund, replacement or compensation for any reasonably foreseeable loss or damage.

8. Contact Us

To submit a claim, request a cancellation or discuss any aspect of this Return and Refund Policy, please contact us:

We aim to acknowledge all claims and enquiries within one business day and to resolve matters as promptly and fairly as possible.