Delivery, Returns & Refunds Policy
Effective Date: 11-Mar-2026
1. Order Processing & Delivery
All orders are usually processed within 1–2 business days after payment is received.
If we are unable to fulfil your order within this timeframe, we will contact you with an estimated dispatch date.
Delivery charges are calculated and displayed at checkout before payment.
Orders are dispatched on business days only (Monday–Friday, excluding UK bank holidays).
Delivery methods:
Orders under 20kg: dispatched via parcel courier.
Orders over 20kg: may require pallet delivery via a specialist freight service.
Delivery times: typically 1–2 business days after dispatch. Delays may occasionally occur due to courier or logistics issues; please allow extra time when placing urgent orders.
2. Third-Party Fulfilment & Delivery
Some products may be dispatched directly from trusted suppliers or fulfilment partners.
In these cases, we may share limited delivery information (name, delivery address, email, phone) solely to fulfil your order.
All third parties are required to handle your data securely, use it only for the intended purpose, and not retain it longer than necessary.
Coatable Ltd remains responsible for order management and customer service.
3. Damaged Deliveries
If your order is damaged in transit, contact us within 7 days of delivery: info@coatable.co.uk.
Please include photos of the damaged items and packaging and retain all packaging until the issue is resolved.
We will liaise with the courier or supplier to arrange a replacement or refund as appropriate.
Please note: delivery charges are non-refundable, even if the items are damaged.
4. Faulty Products
If a product is faulty, you must notify us within 7 days of delivery: info@coatable.co.uk.
Faulty items may need to be collected and returned to our warehouse for inspection.
If the product is confirmed faulty, we will provide a replacement or refund of the product cost.
If the entire order is faulty, original delivery charges will still not be refunded.
If the item is not deemed faulty, collection costs may apply, and no refund will be issued.
5. Returns (Change of Mind)
Notify us within 14 days if you wish to return an item.
Returned items must be:
Unused
In original packaging
In a resalable condition
Non-refundable items: bespoke products, custom pigments, or made-to-order samples.
Customers are responsible for all return shipping costs. Original delivery charges are non-refundable.
6. Refunds
All approved returns are subject to a 25% restocking fee.
Refunds will be issued within 14 days of receiving returned items in good condition.
Refunds will be processed via the original payment method, where possible.
Shipping costs will not be refunded under any circumstances.
7. Important Notes
Analytics & Tracking: We may use IP tracking, Google Analytics, and other analytics tools to understand how visitors use our website and improve our services.
Surface Preparation & Installation: Coatable Ltd products must be applied to suitable surfaces and preferably by trained or experienced installers. We are not responsible for application errors, unsuitable surfaces, or environmental conditions.
Colour & Finish Variation: Due to the handcrafted nature of our products, colour, texture, and finish may vary between samples, batches, and installed surfaces.
Testing Recommendation: Always test products on a small area before full application. We cannot accept liability for issues when products are applied without prior testing.