Returns & cancellations

Prepared finishes and surplus materials

ISF does not offer voluntary change-of-mind returns on correctly supplied pigmented, tinted, colour-matched or otherwise order-prepared finishes. We do not offer a surplus-material buy-back. Check the finish, reference, pack sizes and quantities before ordering.

The statutory cancellation right does not apply to goods made to your specifications or clearly personalised where the legal exception applies. This can include individually prepared finishes or samples. The applicable exclusion must be explained before you order. Standard goods supplied alongside them retain their own applicable rights.

If no statutory cancellation right applies, an accepted order cannot be changed or cancelled unless ISF agrees in writing. Contact us immediately if you need a change. We may consider a request, but there is no guaranteed goodwill cancellation or refund, including before preparation starts. Any agreed charges or refund will be confirmed with you first.

Eligible consumer distance purchases

For goods covered by the statutory change-of-mind right, you may cancel an online, telephone or email purchase without giving a reason from placing the order until 14 days after you, or someone you nominate other than the carrier, receive the goods. For goods ordered together and delivered separately, the period normally runs from receipt of the last item. Send the goods back within 14 days of telling us.

ISF does not extend this statutory period through an additional 30-day returns offer. These rules do not shorten any legal cancellation period that applies to your order. In-person purchases have no general change-of-mind return entitlement.

How to cancel or return

Email info@italiansurfacefinishes.uk, use our contact form, call 020 7088 8222, or write to Italian Surface Finishes Ltd, 11 Cumberland Road, London, E13 8LH, United Kingdom. Identify your order and the goods concerned. Any clear statement of cancellation is sufficient; a return-authorisation number is not required to exercise a statutory right. Keep evidence of your notice and return.

Send returns to that address unless we agree another destination or collection. Contact us about safe carriage of paints, coatings or damaged containers. Do not send leaking or unsafe packages through an unsuitable carrier.

Condition and return costs

Take reasonable care of the goods. You may inspect them as you could in a shop. For a statutory cancellation we may deduct diminished value caused by handling beyond what is necessary to establish their nature, characteristics and functioning, where the law allows. Opening outer packaging alone does not remove the right to cancel. We do not impose an automatic restocking, administration or payment-processing fee on a statutory cancellation.

You pay the direct cost of a change-of-mind return where this was disclosed before purchase. For goods that cannot normally be returned by post, the cost or a reasonable estimate must be given before you order. If required return-cost information was not properly provided, ISF bears that cost. Use secure packaging and a carrier that accepts the materials.

Refunds

For a statutory cancellation, we refund without undue delay and within 14 days after receiving the goods back or evidence that you have sent them back, whichever is earlier. If we offered to collect the goods, or they have not been dispatched, we refund within 14 days after your cancellation notice.

When the whole eligible order is cancelled, the refund includes the cost of our least expensive standard delivery option. Extra charges for a premium service are not refundable under that right. For a partial cancellation, delivery charges are refunded as required by law. Refunds use the original payment method unless you expressly agree otherwise, with no refund fee or compulsory store credit.

Faulty, damaged or incorrectly supplied goods

Prepared materials have the same applicable quality and description protections as other goods. If there is a problem, stop using the affected material where safe and contact us promptly. Send the order details, labels, batch references and photographs where available. Original packaging or photographs are not absolute conditions of your legal rights.

Consumers normally have a 30-day short-term right to reject goods that do not conform to the contract. Repair, replacement, price reduction or further rejection rights may apply afterwards. Where a refund is due under the Consumer Rights Act, we make it within 14 days after agreeing you are entitled to it. ISF covers reasonable necessary return or collection costs where we are responsible.

Please report visible transit damage promptly, ideally within 48 hours, to help investigation. This is a request, not a deadline that removes your rights. Signing for delivery does not waive a claim for hidden damage.

Business purchases and existing orders

Purchases made mainly for business purposes are subject to our business purchase terms, not consumer cooling-off rights. This policy does not retrospectively remove a return promise or other right forming part of an earlier contract.

Optional cancellation form

Complete and return this form only if you wish to withdraw from the contract. You may instead send any clear cancellation statement.

To: Italian Surface Finishes Ltd, 11 Cumberland Road, London, E13 8LH, United Kingdom. Email: info@italiansurfacefinishes.uk.

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*]:

Goods/service: ____________________
Ordered on [*]/received on [*]: ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Signature of consumer(s), only if notified on paper: ____________________
Date: ____________________

[*] Delete as appropriate.