Last updated: 1 September 2026

We want customers to be confident when ordering from Craftcoat. This policy explains how returns, refunds, damaged goods and delivery problems are handled.

Craftcoat is a trading name of Express Global Products Ltd.

30-Day Returns

We offer a 30-day return period for unopened and unused products.

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

• the product is unopened;
• the product has not been used;
• any seals remain intact;
• the product is in its original packaging where applicable; and
• the product remains in a resalable condition.

Please contact us at info@craftcoat.co.uk before returning your order.

Opened or Used Products

Craftcoat coatings are designed for use across a wide range of craft, printing, laser and production applications.

Because substrates, surfaces, equipment and production methods vary considerably, opened or used products cannot ordinarily be returned simply because they did not produce the customer’s preferred result on a particular material.

Customers should always carry out a small test before using a Craftcoat product on a finished item, valuable substrate or production run.

This does not affect your statutory rights if a product is faulty, damaged, misdescribed or otherwise does not meet the requirements of applicable consumer law.

Returning an Unwanted Product

For a normal change-of-mind return under our voluntary 30-day returns policy, the customer is responsible for the cost and safe return of the product.

Returns should be sent to:

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

We recommend using an appropriate tracked delivery service and retaining proof of postage until your refund has been completed.

Please package products securely. We cannot ordinarily refund products that are damaged during return transit because they were inadequately packaged.

Refunds

Once we receive your return, we will inspect it to confirm that it meets the conditions of our returns policy.

Approved refunds will normally be processed within 5 working days of receiving and inspecting the returned product.

Under our voluntary 30-day returns policy, we refund the purchase price of the returned product only. Original delivery charges are not refunded.

However, where you are exercising statutory consumer cancellation rights and applicable law requires us to refund the standard outbound delivery charge, we will of course do so.

Refunds will normally be made using the original payment method.

Your bank, card provider or payment service may take additional time to credit the refund to your account after we have processed it.

Faulty or Incorrect Products

If you receive a faulty or incorrect product, please contact us at info@craftcoat.co.uk as soon as reasonably possible.

Please include your order number and details of the problem. We may ask for photographs or other information to help us assess the issue.

Where appropriate, we will offer a replacement or refund.

If we require a faulty or incorrect product to be returned, we will provide appropriate return instructions and will not expect you to pay reasonable return costs where we are legally responsible for them.

Products Damaged in Transit

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

Where possible, please provide:

• your order number;
• photographs of the damaged product;
• photographs of the packaging; and
• a brief description of the damage.

Please retain the product and packaging until we have dealt with your claim.

Where we confirm that your order has been damaged in transit, we will arrange an appropriate replacement or refund.

Lost Deliveries

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

We will investigate the delivery with the carrier.

Where we confirm that an order has been lost in transit, we will arrange a replacement or refund.

You will not be required to pursue a claim against the delivery company yourself.

Incorrect Delivery Addresses

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

If an order is lost or cannot be delivered because an incorrect or incomplete address was supplied by the customer, Craftcoat will not ordinarily be responsible for replacing or refunding the order.

If the parcel is returned to us, we may arrange redelivery subject to payment of any additional delivery costs.

Product Suitability

Craftcoat products can be used with a very wide range of substrates, surfaces, printers, lasers, inks, settings and production methods.

We cannot guarantee compatibility with every possible combination.

Customers are therefore responsible for carrying out appropriate testing before committing to a finished item, valuable material or production run.

A product performing differently on a particular substrate or process does not, by itself, mean that the product is faulty.

Please refer to our Terms & Conditions and relevant product instructions for further information about testing and product suitability.

Your Statutory Rights

Nothing in this Returns & Refunds Policy removes or reduces any statutory rights available to consumers under UK law.

Where your statutory rights provide greater protection than our voluntary 30-day returns policy, your statutory rights will apply.

Contact Us

For returns, refunds, damaged deliveries or other order problems, please contact:

Craftcoat
A trading name of Express Global Products Ltd
Email: info@craftcoat.co.uk

Returns Address:
11 Mortimer Road
Cubley
S36 6DE
United Kingdom