Refund policy

RETURN AND REFUND POLICY

Last updated: 9 October 2026

This policy applies to purchases of goods from Italian Surface Finishes Ltd, trading as Italian Surface Finishes (ISF), company number 14798224.

Our contact email is info@italiansurfacefinishes.uk.

Nothing in this policy limits your statutory rights.

Pigmented, tinted and order-prepared finishes

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.

Please check your chosen finish, colour reference, pack sizes and quantities before ordering.

The statutory right to cancel does not apply to goods made to your specifications or clearly personalised. This can include individually prepared finishes or samples where they fall within that legal exception. Any applicable exclusion will be explained before you order.

Standard goods supplied alongside prepared products retain their own applicable cancellation rights. Rights relating to faulty, damaged or incorrectly supplied goods also remain available.

Where 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 your 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 cancellations

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 your order until 14 days after you, or someone you nominate other than the carrier, receives the goods.

For goods ordered together and delivered separately, this period normally runs from receipt of the last item.

You must send the goods back within 14 days of telling us that you are cancelling.

ISF does not provide an additional voluntary 30-day returns period. This does not shorten any statutory cancellation period that applies to your order.

In-person purchases have no general statutory change-of-mind return entitlement.

How to cancel or arrange a return

To notify us, email info@italiansurfacefinishes.uk, use our website contact form, telephone 020 7088 8222, or write to:

Italian Surface Finishes Ltd
11 Cumberland Road
London
E13 8LH
United Kingdom

Please 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 cancellation right.

Keep evidence of your cancellation notice and return.

Send returns to the address above unless we agree another destination or arrange collection. This address is not a shop collection point.

Contact us for guidance on safe carriage of paints, coatings or damaged containers. Do not send leaking or unsafe packages through a carrier that cannot accept them.

Condition of returned goods

Take reasonable care of the goods. You may inspect them as you could in a shop.

For a statutory cancellation, we may deduct an amount for diminished value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning, where the law allows.

Opening outer packaging alone does not remove your right to cancel.

We do not impose an automatic restocking, administration or payment-processing fee on a statutory cancellation.

Return delivery costs

You pay the direct cost of returning goods because you have changed your mind where this was disclosed before purchase.

For goods that cannot normally be returned by post, the cost or a reasonable estimate must be provided before you order. If required return-cost information was not properly provided, ISF bears that cost.

Please use secure packaging and a carrier that accepts the materials being returned.

Where goods are faulty, damaged or incorrectly supplied and ISF is responsible, we cover reasonable and necessary return or collection costs.

Refunds following statutory cancellation

We refund without undue delay and within 14 days after receiving the goods back or receiving evidence that you have sent them back, whichever happens first.

If we have offered to collect the goods, or the goods 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 available when you ordered. Any additional amount paid for a premium delivery service is not refundable under this right.

For a partial cancellation, delivery charges are refunded where required by law.

Refunds are made using the original payment method unless you expressly agree otherwise. We do not charge a refund fee or require you to accept store credit.

Faulty, damaged or incorrectly supplied goods

Prepared materials have the same applicable quality and description protections as other goods.

If something is wrong, stop using the affected material where safe and contact us promptly. Please provide your order details, product labels, batch references and photographs where available. Original packaging and photographs are not absolute conditions of your statutory 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 2015, we make it within 14 days after agreeing that you are entitled to it.

Please report visible transit damage promptly, ideally within 48 hours, to help us investigate. This is a practical request, not a deadline that removes your statutory 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 the business terms agreed for the order. Consumer cooling-off rights do not apply to genuine business purchases.

This policy does not retrospectively remove a return promise or other right forming part of an earlier contract.