Version 1.0 · Effective 12 August 2026
This policy forms part of our Terms of Sale.
There are three different ways to get your money back or get a replacement, and they work differently. Please read the one that applies to you.
- You changed your mind. You have a legal right to cancel within 14 days of delivery, and we voluntarily extend that to 30 days. You do not need to give a reason. You pay the direct cost of sending the goods back to us.
- Something is wrong with your order. You have separate legal rights under the Consumer Rights Act 2015. These apply however long ago you ordered, and we pay the cost of returning the goods.
- Our Full-Set Guarantee. An extra promise we make on top of your legal rights, for marker pens that arrive dry, cracked, leaking or short in number.
Whichever applies, start by emailing support@colourivo.co.uk with your order number.
1. If you have changed your mind
You have the right to cancel your order without giving any reason. This right comes from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
How long you have
Your legal right: 14 days. You have 14 days to tell us you are cancelling. The 14 days run from the day you, or someone you nominate, receive the goods. If your order arrives in more than one parcel on different days, the 14 days run from the day you receive the last parcel. You can also cancel at any point between placing your order and receiving it.
Our extension: 30 days. We voluntarily give you longer than the law requires. You can change your mind for up to 30 days from delivery.
The two work slightly differently, and the difference is in your favour:
- Days 1–14 — your legal right. You may handle and inspect the goods as you would in a shop. There is no condition attached beyond that. If you have handled them more than was necessary to check what they are and how they work, we may deduct the resulting reduction in value from your refund, but we cannot refuse the return.
- Days 15–30 — our goodwill extension. Because this goes beyond what the law requires, we ask that the goods are unused, complete and in resaleable condition. A colouring book that has been coloured in, or a marker set that has been used, cannot be returned under the extension — though your rights in section 2 below still apply if something is wrong with it.
Whether any exceptions apply
The law lists some types of product that cannot be cancelled, such as goods made to the consumer's own specification or personalised for them, and sealed goods that cannot be returned for health protection or hygiene reasons once unsealed.
None of these exceptions apply to our products. Everything we sell is an ordinary stock item. Our products are not made to your specification, they are not personalised, and they are not sealed hygiene goods. You can cancel any order you place with us.
How to cancel
Email support@colourivo.co.uk with your order number and tell us clearly that you are cancelling. A simple sentence is enough.
You may use the model cancellation form at the end of this policy if you prefer, but you do not have to. Any clear statement is fine, and it takes effect from the moment you send it — so as long as you send it inside the window, you have cancelled in time even if it reaches us later.
You do not need our approval, and you do not need to wait for our reply. Your cancellation is effective when you send it. We ask you to contact us so that we can tell you how and where to send the goods back — not because your right depends on us agreeing to it. It does not.
If your order has not been dispatched yet
Orders enter processing as soon as your payment is confirmed. If you tell us quickly we will do everything we can to stop the order, but once processing has started we cannot guarantee that we can amend it or prevent it being dispatched. If it has already gone, that is not a problem — your right to cancel is unaffected, and you simply send the goods back when they arrive.
Returning the goods
If your order has already reached you, you need to send the goods back. Please do so without undue delay and in any event within 14 days of telling us you are cancelling.
If you are returning goods because you have changed your mind, you pay the direct cost of sending them back to us. We tell you this before you buy — it is also stated in our Terms of Sale — because the law only allows us to pass that cost on to you if we have told you in advance. You choose the tracked service you send it by, so what it costs depends on the parcel and the carrier you use. We only pass this cost on where the law allows us to.
This does not apply if something is wrong with the goods. If they are faulty, damaged, not as described or otherwise do not conform to the contract, we bear the cost of returning them — see section 2.
We do not publish a returns address, because the right address depends on the item and where it needs to go. Email support@colourivo.co.uk and we will send you the return instructions and the address to use. Please do not send goods to our registered office — it is not a returns address and goods sent there cannot be received.
Please take reasonable care of the goods while they are in your possession. You may handle and inspect them as you would in a shop. If you handle them more than is necessary to check their nature, characteristics and how they work, and their value is reduced as a result, we may deduct that reduction in value from your refund.
Your refund
We will refund you within 14 days of the day we receive the goods back, or the day you give us proof that you have sent them back, whichever happens first. Until one of those two things has happened, we may withhold the refund. If you cancelled before the goods were dispatched, we will refund you within 14 days of the day you told us.
We will refund:
- the full price you paid for the products you are returning, and
- the delivery charge you paid, if you are cancelling your whole order. We offer one delivery option, so you get all of it back.
If you are cancelling only part of your order and keeping the rest, we refund the price of the items you return but not the delivery charge, because delivery was still needed for the items you kept.
We refund using the same payment method you used to pay. You will not be charged any fee for the refund.
2. If something is wrong with your order
This section is separate from changing your mind. It applies whenever the goods are faulty, damaged, or not as we described them — and it applies long after any cancellation or goodwill window has closed.
Under the Consumer Rights Act 2015, the goods we supply must be:
- of satisfactory quality — the standard a reasonable person would expect,
- fit for purpose — including any particular purpose you told us about before buying, and
- as described — matching the description, photographs and colour count shown on our website.
These are your legal rights. We cannot and do not exclude, restrict or reduce them, and nothing anywhere in our policies should be read as trying to.
What you are entitled to
- Within 30 days of delivery: you have the short-term right to reject the goods. You can ask for a full refund, and we will pay it within 14 days of agreeing that you are entitled to it.
- After 30 days: you can ask us to repair or replace the goods. We will do so within a reasonable time and without significant inconvenience to you, and we bear the cost, including postage.
- If a repair or replacement is not possible, or does not fix the problem: you can claim a price reduction, or reject the goods for a refund. If you reject within the first 6 months, we cannot make any deduction for the use you have had.
We will not put conditions in your way. We do not require the original packaging, a returns number, or any form to be completed before we will honour these rights, and we could not lawfully insist on any of that.
If a fault appears within the first 6 months of delivery, it is treated as having been there when the goods were delivered, unless we can prove otherwise. You do not have to prove anything.
After 6 months, you may still have rights, but you may be asked to show that the fault was present when the goods were delivered. In England, Wales and Northern Ireland you generally have up to 6 years to bring a claim; in Scotland, generally 5 years from when you became aware of the problem.
Who pays to send faulty goods back
We do. If the goods are faulty, damaged or not as described, you will never be out of pocket. We cover the cost of returning them, and in many cases we will not ask you to return them at all.
How to make a claim
Email support@colourivo.co.uk with your order number, a short description of the problem, and a photograph if the problem is something you can see. We will tell you what happens next.
3. Our Full-Set Guarantee
The Full-Set Guarantee is a promise we make voluntarily, in addition to your legal rights. It does not replace them, it does not reduce them, and using it does not stop you relying on them.
It applies to our marker pen sets.
What it covers
If any pen in your set arrives dry, cracked, leaking, or your set arrives short of the number of pens stated, we will put it right.
How long you have
30 days from delivery.
What we need from you
One clear photograph showing the problem, sent with your order number to support@colourivo.co.uk.
What you get
- You do not need to return anything. Keep the set.
- We send free replacement pens for the ones affected.
- If more than 5 pens are affected, we replace the complete set.
What it does not cover
The guarantee covers the condition the pens arrive in. It does not cover:
- pens that have dried out through use,
- pens that have dried out after being left open or without their cap, or
- ink running out through normal use.
If you think a pen has failed for some other reason, this does not affect your legal rights — see section 2 above, and contact us.
Model cancellation form
You only need to use this form if you want to. Any clear statement that you are cancelling will do.
To RASMETAK LTD, trading as COLOURIVO, email support@colourivo.co.uk:
I hereby give notice that I cancel my contract of sale of the following goods:
Ordered on / received on:
Name of consumer:
Address of consumer:
Order number:
Date:
Complaints
If you are unhappy with how we have handled a return, refund or guarantee claim, please tell us. Our complaints process is set out on our Contact & Complaints page.
Contact
RASMETAK LTD, trading as COLOURIVO. Registered in England and Wales, company number 17375941. Registered office: 128 City Road, London, EC1V 2NX, United Kingdom. Email support@colourivo.co.uk.
Our registered office is an address for formal correspondence only. It is not a returns address. Email us and we will send you the return instructions and the address to use.