Refund policy

Refund and Returns Policy

Last Updated: 29/9/2026

This Refund and Returns Policy applies to purchases made from Quill & Colour at [https://quillcolour.com](https://quillcolour.com). The website is operated by Quill and Colour Ltd (“we,” “us,” or “our”).

1. Return Eligibility and 14-Day Return Window

You have 14 days from the date of delivery to request a return. To start a return, contact us at sales@quillcolour.com within that period and provide your order number, the item you wish to return, and the reason for the return.

To be eligible for a change-of-mind return, items must be returned in their original condition, unused, and, where applicable, with original packaging, tags, and accessories. We may reasonably assess returned items before approving a refund.

Some items may not be eligible for a change-of-mind return, including:

  • Items made, personalised, or customised to your specifications.
  • Sealed items that are unsuitable for return for health or hygiene reasons once unsealed.
  • Items that have been used, damaged, or altered after delivery, except where the issue is due to a fault or other legal entitlement.

These exclusions do not affect any rights you may have if an item is faulty, damaged, misdescribed, or otherwise does not conform to applicable law.

2. How to Request a Return

Email sales@quillcolour.com within the 14-day return window. We will provide instructions for returning the item, including the appropriate return address and any applicable reference information. Please do not send items to our business address unless we have confirmed that address is suitable for your return.

You are responsible for taking reasonable care of items while they are in your possession and while preparing them for return. Please package items securely and retain proof of postage or shipment until your return has been resolved.

3. Return Shipping

For a change-of-mind return, you are responsible for the cost of return shipping unless we agree otherwise. We recommend using a tracked shipping service, as we cannot be responsible for items lost or damaged in transit when you arrange the return.

If an item is faulty, damaged on arrival, incorrect, or not as described, contact us at sales@quillcolour.com before returning it. We will explain the next steps and, where required by applicable law, will bear the reasonable cost of returning the item or provide another appropriate remedy.

4. Refunds

Once we receive and inspect a returned item, we will notify you whether your refund has been approved. If approved, we will refund the applicable amount to the original payment method, subject to any rights and remedies required by applicable law.

For a change-of-mind return, the refund will generally include the price paid for the returned item and, where required by law, the applicable standard outbound delivery charge. Any additional delivery charge chosen by you will not be refunded unless required by law.

Refund processing times may depend on your payment provider. We do not control the time it takes for a payment provider to post a refund to your account.

5. Faulty, Damaged, or Incorrect Items

Please inspect your order upon delivery and contact us promptly at sales@quillcolour.com if an item is faulty, damaged, incorrect, or not as described. Include your order number and a description of the issue; photographs may help us assess the matter.

We will review the issue and, where appropriate, arrange a repair, replacement, refund, or other remedy in accordance with applicable law. This policy does not limit any statutory rights you may have.

6. Exchanges

We do not guarantee direct exchanges. If you would like a different item, contact us at sales@quillcolour.com. Where appropriate, we may ask you to return the original item in accordance with this policy and place a new order.

7. Cancellations and Statutory Rights

Nothing in this policy limits or excludes rights that cannot lawfully be limited or excluded, including any applicable consumer cancellation rights and legal remedies for goods that are faulty, misdescribed, or not fit for purpose.

If you are exercising a statutory cancellation right, please contact us at sales@quillcolour.com and identify your order and your decision to cancel. We will provide return instructions and explain any applicable refund arrangements in accordance with the law.

8. Contact Information

For questions about returns, refunds, or cancellations, contact Quill and Colour Ltd:

  • Website: [https://quillcolour.com](https://quillcolour.com)
  • Email: [sales@quillcolour.com](mailto:sales@quillcolour.com)
  • Postal address: 15 Azure Drive, Romsey, Hampshire, United Kingdom, SO51 7AN