Refund policy
This policy explains your cancellation, return, refund and replacement rights when you buy from COLOURIVO. It forms part of our 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 you do not need our approval to exercise a statutory cancellation right.
1. Changing your mind
Your 14-day cancellation right
For most goods bought online, you may cancel without giving a reason. You must tell us that you wish to cancel no later than 14 days after the day on which you, or a person nominated by you, receives the goods. If one order is delivered in separate parcels on different days, the period ends 14 days after the day on which the final parcel is received. You may also cancel before delivery.
You can cancel by sending 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 cancellation form at the end of this policy, but you do not have to. Cancellation takes effect when you send your statement within the cancellation period; it is not conditional on our approval or reply.
If processing or dispatch has already started
Orders enter processing soon after payment is confirmed. We will try to stop or amend an order if you contact us promptly, but we cannot guarantee this once processing or dispatch has begun. If we cannot stop it, your cancellation right remains available and you can return the goods after delivery.
Returning cancelled goods
After cancelling, you must 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 return address may be outside the United Kingdom, including China. An international return may cost more than a domestic UK return. This is disclosed before purchase in this policy and our Terms of Sale. You may contact us before buying to ask which return route currently applies. We strongly recommend using a tracked service and keeping proof of postage.
Email support@colourivo.co.uk for the applicable return address and instructions. Our registered office is for formal correspondence only and cannot receive returned parcels; please do not send goods there.
You may inspect the goods as you would in a shop. You are responsible for any reduction in value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning. Where the law permits, we may deduct that proven reduction in value from the refund. We do not charge a cancellation or restocking fee.
Refund following cancellation
We will refund the price paid for the returned goods. If you cancel the whole order, we will also refund the standard outbound delivery charge you paid. If you cancel only part of an order and keep the rest, the outbound delivery charge is not refunded where that charge would still have applied to the items you kept.
We will make the refund without undue delay and no later than 14 days after the earliest of:
- the day we receive the returned goods; or
- the day you provide evidence that you sent them back.
If the goods were not dispatched, we will refund you no later than 14 days after you cancelled. Refunds are made to the original payment method unless we expressly agree another method with you, and we do not charge a refund fee.
Cancellation 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 once unsealed. Our current standard art products are not personalised or made to an individual specification, so these exceptions do not normally apply. If an exception ever applies to a specific product, we will state that clearly before purchase.
2. Faulty, damaged, misdescribed or incomplete goods
Your legal rights under the Consumer Rights Act 2015 are separate from the change-of-mind right above. Goods must be of satisfactory quality, fit for their usual purpose and any particular purpose agreed with us, and as described.
- Within 30 days of delivery: you may have the short-term right to reject non-conforming goods for a refund.
- After 30 days: you may usually request 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 final rejection and refund.
These rights remain subject to the applicable legal time limits. Nothing in this policy excludes, restricts or replaces your statutory rights.
We bear the reasonable return cost where goods are faulty, damaged, misdescribed or otherwise do not conform to the contract. Depending on the problem, we may provide a prepaid return method, reimburse a reasonable tracked return cost, or resolve the matter without requiring the item to be returned.
Email support@colourivo.co.uk with your order number, a short description of the problem and, where reasonably available, photographs showing the item and packaging. A photograph helps us resolve visible damage quickly, but it is not used to remove any legal right where other evidence is appropriate.
3. COLOURIVO Full-Set Guarantee
This voluntary guarantee applies in addition to your statutory rights and does not replace or reduce them.
For 30 days after delivery, if a marker pen arrives dry, cracked or leaking, or a set arrives with fewer pens than the stated quantity:
- send one clear photograph showing the problem, together with your order number, to support@colourivo.co.uk;
- you do not need to return the set under this guarantee;
- we will send replacement pens for the affected pens at no charge; and
- if more than five pens are affected, we will replace the complete set at no charge.
The guarantee does not cover normal depletion of ink, pens that dry through ordinary use, or pens left uncapped. Problems outside these guarantee terms may still be covered by your statutory rights.
Model cancellation form
You may copy and send the form 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:
Name of consumer(s):
Address of consumer(s):
Order number:
Date:
Signature (only if this form is sent on paper):
Important: the registered office above may receive formal cancellation correspondence but is not a parcel-return address. Contact us for parcel-return instructions.
Complaints and contact
If you are unhappy with how we handled a cancellation, return, refund or guarantee claim, see our Contact & Complaints page or email support@colourivo.co.uk.
RASMETAK LTD, trading as COLOURIVO. Registered in England and Wales, company number 17375941. Registered office: 128 City Road, London, EC1V 2NX, United Kingdom.