Our returns policy is valid for 28 days from receipt of an item.
Our returns policies and procedures
- Our returns procedure
- Returning an unwanted item
- How we test returned items
- Additional policies for our digital download service
Our Returns Procedure
1. Returns authorisation
Before returning any item please follow our returns authorisation procedure by contacting us via the website contact form stating you would like to return an item along with details why a return is required. We will reply by return email with your returns authorisation confirmation along with details on how and where to send your return. Please note that we reserve the right to refuse any return which has not received an authorisation confirmation.
We will authorise the return of an item in the following cases:
(a) Faulty item
You may return any item with a manufacturing fault for a full refund. We will refund your card once we have received and processed the item. In these cases we will also refund the return postage.
(b) Duplicate or incorrect item
You may return any duplicate or incorrect item sent to you as a result of our error for a full refund. We will refund your card once we have received and processed the item. In these cases we will also refund the return postage.
(c) Unwanted item
You may return any unopened item within 7 days of receiving it, for a full refund. We will refund your card once we have received and processed the item. Exceptions apply:
- We will only refund postage if the return is a result of our error
- We cannot refund or exchange an opened item unless it is faulty, or if the item was sent to you through our error
- A 15% re-stocking fee is deducted from the refund for any unwanted unopened colour supplies*
2. Packing the item
Wrap the item securely and include the invoice along with your returns authorisation email. Usually the packaging in which the item was sent can be used for its return.
3. Replacement or refund
We will ask you if you would like us to replace the item (provided it is still available) or refund your card.
Returning an unwanted item
You may return any unopened item within 7 days of receiving it, for a full refund. We will refund your card once we have received and processed the item. Exceptions apply:
- We will only refund delivery costs if the return is a result of our error
- We cannot refund or exchange an opened item unless it is faulty, or if the item was sent to you through our error
- A 15% re-stocking fee is deducted from the refund for any unwanted unopened colour supplies*
- Please note that the colour suppliers will only authorise a refund when colour supplies* products returned are unopened and in a re-saleable condition, and their judgement on this is final
Please follow our returns procedure as explained above.
How we test returned items
We test every single return. If a returned item is found not to be faulty we will return the item to you and you will be liable for the postage. Postage costs will depend on the item.
The colour suppliers will only authorise a refund when colour supplies* products returned are unopened and in a re-saleable condition, and their judgement on this is final.
Additional policies for our digital download service
1. All Digital Sales are Final
- We do not accept returns of Digital Content
Definitions:
* the term ‘colour supplies’ defines drapes, capes, fans, wallets, wheels, and printed cards, and other items sold in our colour supplies wholesale trade catalogue, and colour supplies retail sales area, and excludes such items as training packages.
Last updated 22 December 2022.
