Return policyfor the shop, in plain terms.

This policy applies to physical products bought from the Prime Coat London shop — the yellow Precision Line Painter's Tape and the pink Low Tack Painter's Tape. It does not cover our decorating services; those are booked under a separate quotation and are governed by our written estimate.

Shop orders ship to the United Kingdom only. Pre-orders are held without payment until the roll is ready to dispatch — you can cancel a pre-order any time before we ship it, at no charge and for any reason.

Payment is not taken at the time of pre-order. Until we email you a dispatch confirmation, cancelling is a single line by email — no reason needed, no charge, and no card ever debited.

Once we confirm dispatch and take payment, the two windows below apply: the 14-day cancellation right for change of mind, and the faulty-or-damaged process. Both are on the clock from the day the parcel is delivered.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 days from the day you receive the goods to tell us you wish to cancel — for any reason, or none. This right applies to any UK distance sale and this policy does not reduce it.

To exercise it, email us within the 14 days (see How to start a return below). You then have a further 14 days to return the goods to us. Rolls must be returned unopened, with the seal intact and the original packaging undamaged — a tape roll that has been unwrapped cannot be resold as new, and we cannot accept it back for change-of-mind.

For change-of-mind returns, the cost of return postage is on the customer. We recommend a tracked service — until the parcel reaches us, it is at your risk. Once it arrives and is checked, we refund the price you paid for the goods along with our standard outbound delivery charge, within 14 days.

If a roll arrives damaged, defective, or not as described, you are protected by the Consumer Rights Act 2015. You have a short-term right to reject within 30 days of delivery and receive a full refund. After 30 days and within six months we will offer a replacement or a refund at our discretion, provided the fault existed at the time of delivery.

Faulty and damaged returns are handled at no cost to you. When the fault is confirmed we refund the outbound delivery charge and the return postage in full, alongside the price you paid for the roll. Send us a photograph of the fault before shipping — often we can resolve it without needing the roll back at all, and we would rather save you the trip to the post office.

We do not run an exchange process. If a different width or colour would suit you better, the fastest route is to place a new order for the roll you want and return the original under whichever of the two windows above applies. It clears both sides quicker than a swap, and the two payments are held separately so nothing gets stuck.

Contact us before you post anything back. A short email or WhatsApp message lets us log the return, confirm the address, and — for faulty rolls — often settle the refund from a photograph without a physical return at all.

Please include:

• Your order number and the name on the order
• Which roll and how many (SKU or width and colour is fine)
• Whether it is a change-of-mind cancellation or a fault
• For a fault — a photograph or short video of the problem

Email info@primecoatlondon.co.uk or message us via the buttons on the contact page. We respond within one working day and confirm the return address in that same reply — the shop dispatches from a different location to our office, so a return sent blind can go astray.

Refunds go back to the original payment method. We cannot refund to a different card, a bank transfer, or a store credit — the payment processor requires the money to travel the same path in reverse.

Timing under UK law:

• Change of mind: within 14 days of us receiving the roll back, or within 14 days of you providing proof of postage — whichever is sooner.
• Faulty or damaged: within 14 days of the fault being confirmed.

In practice we refund on the same day the return is checked in, and the money typically clears in your account within a further two to three working days depending on your card issuer.

Nothing in this policy reduces your rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other consumer protection law that applies to a distance sale in the United Kingdom. Where our voluntary policy is narrower than a statutory right, the statutory right governs.

If we cannot resolve a complaint between us, you may refer the matter to Citizens Advice (citizensadvice.org.uk/consumer) or to your local Trading Standards office.