Returns & Refunds

Version 1.2 · Effective 24 August 2026

This page explains your cancellation, return, refund and replacement rights when you buy from COLOURIVO. It should be read with our Return Policy and Terms of Sale.

For any cancellation, return, fault or guarantee claim, email support@colourivo.co.uk and include your order number. Contacting us lets us give you the correct return instructions — but a statutory cancellation right is not conditional on our approval or our reply.

Three separate rights — at a glance

These three things are not the same and they do not cancel each other out. Using one does not use up another.

Nothing on this page excludes, restricts or replaces your statutory rights. Our Full-Set Guarantee is offered in addition to those rights, and choosing not to use it does not affect them.

1. Changing your mind — your 14-day cancellation right

Before you cancel — what it will cost you

This right is yours by law and we honour it in full, without argument and without asking your reason. We would rather you knew the practical consequences now than discovered them after you had posted a parcel:

• You pay the return postage, and our return route may be outside the United Kingdom. A tracked international return can cost more than a domestic one, and on a low-value item it can cost more than the item.
• The goods must come back complete and resaleable — with their packaging, and with every item that came in the set.
• Only the cheapest standard delivery rate is refunded, and only where you cancel the whole order.
• Nothing is refunded until the goods reach us, or until you send us proof that you posted them.

None of this applies if something is actually wrong with what we sent you. If an item is faulty, damaged, incomplete, incorrect or not as described, we pay the return cost and you are not out of pocket — see section 2. Email us before you spend anything on postage.

The right

For most goods bought online, you may cancel without giving a reason and without anything being wrong with the goods. You must tell us no later than 14 days after the day on which you, or a person nominated by you, receives the goods. If one order arrives in separate parcels on different days, the period ends 14 days after the final parcel is received. You may also send a cancellation notice at any point before delivery.

Send any clear statement to support@colourivo.co.uk. A simple email containing your name, order number and a statement that you are cancelling is sufficient. You may use the model form at the end of this page, but you do not have to. Cancellation takes effect when you send your statement within the period; it does not depend on us agreeing or replying.

Orders already being prepared

Processing may begin shortly after payment is confirmed. We will try to stop or amend an order if you contact us promptly, but cannot guarantee this once preparation or dispatch has begun. If we cannot stop it, your cancellation right remains available and you may return eligible goods after delivery.

A standard product being prepared after an order is placed is not automatically a personalised product or a product made to an individual consumer's specification.

Returning cancelled goods

After cancelling, send the goods back without undue delay and no later than 14 days after the day on which you told us you were cancelling.

For a change-of-mind return, you pay the direct cost of returning the goods. Depending on the product and fulfilment route, the applicable parcel-return address may be outside the United Kingdom, including China, and an international tracked return may cost more than a domestic UK return. We tell you this before you buy rather than after. You may email us before ordering to ask which return route currently applies to a particular product.

Email us for the applicable parcel-return address and instructions. Our registered office is for formal correspondence and is not a parcel-return facility — please do not send goods there. We recommend a tracked service and keeping proof of postage.

Send the goods back complete. That means the product itself, its packaging, and every component that came with it — a set returned short of an item is not a complete return, and a paint or marker returned used is not resaleable.

You may inspect goods as you would in a shop. You are responsible for any reduction in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. Where permitted by law, we may deduct a proven reduction in value from the refund. We do not charge a cancellation fee or a restocking fee.

Refund after cancellation

We refund the price paid for the returned goods. If you cancel the whole order, we also refund the outbound delivery charge you paid, at the rate of the cheapest standard delivery we offer — if you chose and paid for anything above that, the difference is not refunded. If you cancel only part of an order and keep the rest, the outbound delivery charge is not refunded where the same delivery charge would still have applied to the products you kept.

We will normally withhold the refund until we receive the goods back or until you provide evidence that you sent them back, whichever happens first. We then refund within 14 days. If the goods were never dispatched, we refund no later than 14 days after you cancelled. Refunds go back to the original payment method unless another method is expressly agreed, and we do not charge a refund fee.

A note on the delivery charge

So the position is clear: the £4.99 we charge for tracked delivery is a flat contribution towards carriage. It is not a handling fee and it is not a profit line. What a parcel actually costs to move depends on its weight and the route it travels — on a single light item £4.99 covers it, but on a heavier item, or an order of three or four things, it does not, and we carry the difference. On orders of £58.99 or more we carry the whole of it.

Where the law requires us to refund a delivery charge you have paid, we refund it. This note is here for context, not as a condition — we are not using it to reduce anything you are owed.

Exceptions

Some goods are excluded from the statutory cancellation right, including genuinely personalised goods, goods made to an individual consumer's specification, and certain sealed hygiene goods after unsealing. Our current standard art products are not normally within those exceptions. If an exception applies to a future product, it will be stated clearly on that product page before purchase.

2. Faulty, damaged, incorrect or misdescribed goods

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for their usual purpose and match their description. These rights are separate from the change-of-mind rules above and separate from our Full-Set Guarantee, and they apply to everything we sell, whatever the product and whenever it was added to the range.

• Within 30 days of delivery: you may have the short-term right to reject non-conforming goods and get a refund.
• After 30 days: you may usually ask for a repair or replacement first.
• If repair or replacement is impossible, disproportionate, unsuccessful, or is not provided within a reasonable time and without significant inconvenience: you may have the right to a price reduction, or to final rejection and a refund.

What to do

Email support@colourivo.co.uk with your order number and a short explanation — for example a cracked canvas frame, a snapped easel leg, a leaking paint tube, or a set that arrived short of the count stated on the product page. A photograph of the item and the packaging helps us resolve a visible problem quickly, but we will not insist on evidence that is unreasonable or unavailable to you.

We bear the reasonable return cost for goods that are faulty, damaged, incorrect or misdescribed. Depending on the problem we may provide a return method, reimburse a reasonable tracked return cost, or resolve the matter without asking you to return the item at all. Do not pay international return postage for a faulty item unless we have first arranged it or agreed the cost with you.

3. COLOURIVO Full-Set Guarantee

This is our own additional promise for marker sets. It does not replace or reduce any statutory right, and it is not a substitute for section 2 above.

• Period: 30 days from delivery.
• Covers: marker pens that arrive dry, cracked or leaking, and marker sets that arrive short of the stated pen count.
• Evidence: one clear photograph where reasonably possible, plus the order number.
• Return: no return is required under this guarantee.
• Remedy: free replacement pens for the affected units; if more than five pens are affected, replacement of the complete set at no charge.

The guarantee does not cover ink used up normally, a pen left uncapped, drying caused by use or storage, accidental damage after delivery, or misuse. A problem outside this guarantee may still be covered by your statutory rights — see section 2.

What about products that are not marker sets?

The Full-Set Guarantee is specific to marker sets, because it is about pens arriving dry or a set arriving short. Every other product we sell is fully covered by your legal rights in section 1 (14-day cancellation) and section 2 (faulty, damaged, incomplete, incorrect or misdescribed). If anything else we sell arrives damaged, short or not as described, email us and we will put it right under section 2 — and we bear the reasonable return cost.

Model cancellation form

You may copy and send the text below, but any clear cancellation statement is sufficient.

To: RASMETAK LTD, trading as COLOURIVO, 128 City Road, London, EC1V 2NX, United Kingdom; email support@colourivo.co.uk.

I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:

Ordered on / received on:
Consumer name:
Consumer address:
Order number:
Date:

Important: the registered office above may receive formal cancellation correspondence, but it is not a parcel-return address. Contact us for parcel-return instructions before sending anything back.

Complaints and contact

If you are unhappy with how we handled a cancellation, return, refund or guarantee claim, see Contact & Complaints or email support@colourivo.co.uk.

Full statutory business information is in our Legal Notice.