Quality products, clear expectations, and a partnership built on trust.
Before You Build, Read Our Commitment to You
Our Promise, delivery guidelines, installation responsibilities, product care, and return policies are designed to ensure a smooth experience from order to completion. Please take a few minutes to review this important information so you know exactly what to expect every step of the way.
WHAT YOU NEED TO KNOW
Important Information for a successful project
Our Promise
We promise to manufacture and supply products that comply with the applicable South African National Standards (SANS) wherever these standards apply.
Every product leaving our factory is manufactured under strict quality control procedures to ensure consistency, durability
and performance.
Installation Responsibility
The performance and lifespan of any concrete product depend on correct installation.
Our products must be installed, handled and maintained in accordance with the Cem Brick Installation Guidelines, relevant South African National Standards and recognised international best practices.
Cem Brick is not responsible for failures caused by:
- Incorrect installation
- Poor workmanship
- Inadequate site preparation
- Incorrect engineering or design
- Unsuitable foundations or sub-base construction
- Failure to follow our installation guidelines
Understanding Colour Variation
Concrete is manufactured using natural aggregates, cement and pigments. Because these are natural materials slight colour variation should be expected.
Colour Consistency - Draw from multiple packs or pallets for best visual results.
Solid Colours - Natural variation occurs between batches and will blend over time.
Blended Colours - Multiple tones are intentional. Each piece is unique for the best visual results.
Colour Approval - Inspect and approve samples before ordering. Accept colour as a range, not an exact match.
Transport & Delivery
Concrete products are heavy and require specialised transport equipment to minimise damage during delivery.
Our delivery fleet and approved transport partners use equipment specifically designed for transporting concrete products.
Mechanical loading at our factory and standard offloading procedures are included in our transport charges.
Customer Collection - Responsibility transfers once products are loaded onto the customer's vehicle.
Vehicles Without Cranes - Additional loading charges may apply.
Vehicle Safety - We may refuse to load unsafe, overloaded, or unsuitable vehicles.
Refunds & Returns
To maintain quality and stock integrity, we do not offer refunds for:
- Products ordered but not collected
- Incorrect products or colours selected by the customer
- Excess quantities ordered
Approved returns may be credited to your Cem Brick account.
Before You Order:
- Measure your project accurately.
- Confirm your product selection, colour, and finish.
- View physical samples where possible.
- Consult your installer or Cem Brick Sales Representative if you require assistance.
Product Handling
Concrete products should always be transported, stored, and handled with care.
Inspect - Inspect your delivery immediately and report any visible damage or broken packs before installation.
Minor Damage - Minor chips, hairline cracks, and a limited percentage of breakages during transport are normal and allowed for within industry standards.
Scuff Marks - Temporary scuff marks may appear during transport and installation. These marks will naturally disappear through normal weathering and use.
Handling - Never dump products into loaders or wheelbarrows.
Handling - Use paving trolleys or purpose-designed handling equipment.
DELIVERY INSPECTION & PRODUCT ACCEPTANCE
A competent person must inspect all deliveries before installation.
Verify:
- Product Type
- Colour
- Size
- Quantity
- Condition
If any concerns arise, installation should stop immediately while Cem Brick investigates.
Products that have been installed are considered accepted. We cannot accept responsibility for products installed despite visible defects.
Defective or non-compliant products will be replaced in accordance with our Product Warranty.
INSTALLATION
Correct installation is essential to ensure the long-term performance of our products.
Failure to follow the Cem Brick
Installation Guidelines or
industry standards may result in:
- Cracking
- Chipping
- Movement
- Staining
- Discolouration
- Premature failure
These conditions are not
manufacturing defects.
Always refer to the latest Cem Brick Installation Guides.
EFFLORESCENCE
What is Efflorescence?
Efflorescence is a naturally
occurring white, powdery deposit that may develop on concrete products after installation.
It is caused by naturally occurring
salts migrating to the surface as a limited percentage of breakages moisture evaporates and is common to all cement-based products worldwide.
Will it disappear?
Yes. In most cases, efflorescence will gradually weather away through normal exposure to rain, sunlight, and regular use.
Efflorescence is a natural characteristic of concrete and not a manufacturing defect.
It is not covered under the Cem Brick Product Warranty.
COMPLAINTS & DISPUTE RESOLUTION
If you experience any concerns,
stop installation immediately and notify your Cem Brick Sales Representative as soon as possible.
Report the issue promptly to avoid unnecessary costs.
We inspect and assess the issue.
If the issue results from incorrect installation or workmanship, responsibility for rectification remains with the installer or contractor.
If products do not comply with SANS or our specifications. we will replace the defective product in line with our Product Warranty and Terms & Conditions.
Submit your complaint via email, together with photographs and project details to help us resolve your concern quickly.
OUR COMMITMENT
At Cem Brick, we stand behind every product we manufacture. Our commitment is to deliver quality concrete solutions, backed by technical expertise, honest advice and exceptional customer service.
OUR COMMITMENT
Manufactured to applicable South African standards (SANS),
BUILT TO LAST
Engineered for durability, strength and performance.
EXPERT SUPPORT
Manufactured to applicable South African standards (SANS),
CUSTOMER FOCUSED
Honest service. Reliable solutions. Lasting relationships.