Returns & Refunds Policy

Last updated: 5 November 2026

At Craftcoat, we want customers to purchase and use our specialist coatings with confidence.

This policy explains our returns procedure, refunds, faulty products, damaged deliveries and the responsibilities associated with testing and using Craftcoat products.

Craftcoat is a trading name of Express Global Products Ltd.

Nothing in this policy affects statutory consumer rights under UK law.

1. Our 30-Day Returns Policy

Craftcoat offers a voluntary 30-day return period for eligible unopened and unused products.

If you change your mind about a purchase, you may return an eligible product within 30 days of receiving it, provided that:

• The product is unopened and unused.

• Any original seals remain intact.

• The product is in its original packaging where applicable.

• The product is in a resalable condition.

• The product is returned within 30 days of receipt.

Please contact info@craftcoat.co.uk before returning an order.

Our voluntary 30-day returns policy operates in addition to your statutory consumer rights.

2. Statutory Consumer Cancellation Rights

Consumers purchasing online generally have the legal right to cancel eligible orders within 14 days of receiving the goods, without giving a reason.

To exercise this right, you must notify us of your decision to cancel within the applicable cancellation period.

You then generally have a further 14 days to return the goods.

Where statutory cancellation rights apply, we will refund payments as required by law, including the cost of standard outbound delivery where applicable.

If you selected a more expensive delivery option, we are not required to refund the additional amount above the cost of our least expensive standard delivery service.

Customers are normally responsible for the direct cost of returning unwanted goods, provided this has been communicated before purchase.

You may be responsible for any reduction in the value of goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Opening a product does not automatically remove statutory cancellation rights unless a specific legal exception applies.

Any statutory exceptions will be applied only where legally appropriate.

3. Opened or Used Products

Craftcoat products are specialist coatings designed for use with a wide range of materials, printers, lasers and production methods.

Because results can vary depending on the customer's materials, equipment and application methods, opened or used products are not ordinarily eligible for change-of-mind returns under our voluntary 30-day returns policy.

A coating producing a result different from a customer's preferred outcome on a particular substrate does not, by itself, establish that the product is faulty.

However, this does not affect statutory cancellation rights where applicable or your legal remedies if a product is faulty, damaged, misdescribed or otherwise fails to meet applicable legal requirements.

4. Product Suitability and Customer Testing

IMPORTANT: CUSTOMERS MUST TEST AND EVALUATE CRAFTCOAT PRODUCTS BEFORE USING THEM ON FINISHED ITEMS, VALUABLE MATERIALS OR COMMERCIAL PRODUCTION RUNS.

Craftcoat coatings may be used with a wide variety of substrates, surfaces, printers, lasers, inks, finishing products and production methods.

We cannot guarantee compatibility with every possible combination.

Results may vary depending on factors including:

• Substrate type, composition and surface finish.

• Differences between batches of materials.

• Surface preparation and cleanliness.

• Coating application method and thickness.

• Drying and curing conditions.

• Printer type, inks and print settings.

• Laser type, power, speed and processing settings.

• Protective coatings and finishing products.

• Handling, cleaning and intended use.

Before proceeding with finished products or commercial production, customers must:

1. Apply the coating to a small sample of the actual material they intend to use.

2. Follow the relevant preparation, application and drying instructions.

3. Test the product using their own equipment, settings and intended production process.

4. Evaluate the resulting finish for suitability, adhesion, print quality, durability and other relevant characteristics.

5. Confirm that the results meet their requirements before proceeding.

Testing should be repeated where materials, equipment or production conditions change.

Successful results on one material or production setup do not guarantee identical results on another.

Craftcoat demonstrations, tutorials, photographs, suggested settings and technical guidance are provided to assist customers but do not guarantee identical results in every application.

Customers remain responsible for independently determining suitability for their intended use.

5. Damaged Substrates and Finished Products

Craftcoat supplies specialist coatings rather than the substrates, blanks, finished products or production equipment on which customers choose to use them.

Customers are responsible for selecting suitable materials and carrying out appropriate testing before applying coatings to valuable items or commencing production.

To the fullest extent permitted by law, Craftcoat does not accept liability for losses caused by unsuitable applications, inadequate testing, incorrect preparation, failure to follow instructions or inappropriate production settings.

For business customers, liability for damaged substrates, wasted materials, finished products, labour, production losses and related commercial losses is subject to the exclusions and limitations in our Terms & Conditions.

Subject to applicable law, our total aggregate liability to a business customer arising from a particular product or order is limited to the amount paid for the Craftcoat product or products giving rise to the claim.

This limitation applies only to the extent permitted by law and does not restrict statutory consumer rights or other liabilities that cannot lawfully be excluded or limited.

Please refer to Section 16 of our Terms & Conditions for the full limitation of liability provisions.

6. Returning an Unwanted Product

To arrange a return, please contact:

info@craftcoat.co.uk

Include your order number and the product you wish to return.

We will provide the appropriate return instructions.

Unless otherwise agreed, returns should be sent to:

Craftcoat Returns
Express Global Products Ltd
11 Mortimer Road
Cubley
S36 6DE
United Kingdom

For normal change-of-mind returns, customers are responsible for the cost of returning the goods unless applicable law or an agreement with us provides otherwise.

We recommend using a tracked delivery service and retaining proof of postage.

Products should be packaged securely to reduce the risk of damage during transit.

7. Refunds

Once returned goods have been received, we will inspect them where appropriate.

For eligible returns under our voluntary 30-day policy, approved refunds will normally be processed within five working days of receiving and inspecting the goods.

Under this voluntary policy, refunds cover the purchase price of the returned product. Original delivery charges are not ordinarily refunded.

Where statutory cancellation rights apply, refunds will include the amounts required by law.

For statutory cancellations, refunds will be made within the applicable legal timeframe. Where permitted, we may withhold the refund until we receive the returned goods or evidence that they have been sent back, whichever occurs first.

Refunds will normally be issued to the original payment method unless otherwise agreed.

Your payment provider may take additional time to make the refunded funds available.

8. Faulty or Incorrect Products

If you receive a faulty, damaged, misdescribed or incorrect product, please contact us as soon as reasonably possible.

Email: info@craftcoat.co.uk

Please include:

• Your order number.

• The product concerned.

• A description of the issue.

• Photographs where reasonably available.

We may request additional information to help assess the problem.

Where goods fail to meet applicable legal requirements, we will provide the appropriate remedy in accordance with your rights.

Depending on the circumstances, this may include a repair, replacement, price reduction or refund.

Where we are legally responsible for the return of faulty or incorrect goods, we will cover reasonable return costs or provide an appropriate return arrangement.

Nothing in this policy restricts statutory remedies available to consumers.

9. Products Damaged in Transit

If your order arrives damaged, please contact us as soon as reasonably possible.

Where available, please provide:

• Your order number.

• Photographs of the damaged product.

• Photographs of the outer packaging.

• A brief description of the damage.

Please retain the product and packaging where reasonably possible while we investigate.

Where we are responsible for goods damaged during delivery, we will arrange an appropriate replacement or refund.

10. Lost Deliveries

If your order appears to have been lost during delivery, please contact us.

We will investigate the matter with the delivery carrier.

Where we are responsible for an order lost in transit, we will arrange an appropriate replacement or refund.

Customers will not be required to pursue a claim against the delivery company themselves.

11. Incorrect Delivery Addresses

Customers are responsible for providing complete and accurate delivery information when placing an order.

If an order cannot be delivered or is lost because the customer supplied an incorrect or incomplete address, Craftcoat will not ordinarily be responsible for replacement or refund where the problem was caused by that incorrect information.

If a parcel is returned to us, we may offer redelivery subject to payment of reasonable additional delivery charges.

Nothing in this section affects statutory rights or liability that cannot legally be excluded.

12. Business Customers

Business customers are responsible for conducting appropriate sample testing, compatibility checks and production trials before incorporating Craftcoat products into commercial manufacturing or personalisation processes.

Business customers should not rely solely on demonstrations, tutorials, technical guidance or previous results as confirmation of suitability for their own materials or equipment.

Commercial claims relating to damaged substrates, wasted production, finished products, labour or consequential losses are subject to the business liability provisions in our Terms & Conditions.

Nothing in this policy extends or overrides the liability limitations agreed under those Terms.

13. Your Statutory Rights

Nothing in this Returns & Refunds Policy excludes or restricts statutory rights available to consumers under UK law.

This includes applicable rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where statutory rights provide greater protection than our voluntary returns policy, those statutory rights will apply.

14. Contact Us

For returns, refunds, damaged deliveries, faulty goods or other order enquiries, please contact:

Craftcoat
A trading name of Express Global Products Ltd

11 Mortimer Road
Cubley
S36 6DE
United Kingdom

Email: info@craftcoat.co.uk
Website: https://craftcoat.co.uk

Company Number: 12537003
VAT Number: GB 349 4645 64