Refund policy
Last updated: 27 September 2026
This policy explains how to cancel an order, return goods and get a refund from Intelligent Membranes Limited. Some rights depend on whether you buy as a consumer (for your own home, not for a business) or as a business customer (a contractor, installer, merchant or other trade buyer). Nothing in this policy affects your statutory rights.
1. Consumers: your right to cancel
If you are a consumer, you can cancel your order within 14 days of the day you receive the goods, without giving a reason, under the Consumer Contracts Regulations 2013.
- How to cancel: tell us clearly that you want to cancel — by email to info@intelligentmembranes.com, by phone on 01223 208174, by post, or using our cancellation form. Please include your order number.
- Sending the goods back: return them within 14 days of telling us you are cancelling. Unless the goods are faulty or not as described, you pay the cost of returning them.
- Your refund: we refund the price you paid, including VAT and the standard delivery charge (if you paid one), within 14 days of receiving the goods back, or of you showing us proof that you have sent them if that is sooner. We refund to your original payment method.
- Handling: you may inspect the goods as you would in a shop. If goods come back opened, mixed, partly used or damaged beyond what was needed to check them, we may reduce your refund to reflect the loss in value.
When the right to cancel does not apply: goods made or tinted to your specification (for example a custom colour or batch), and goods that have been inseparably mixed with other items after delivery.
2. Faulty, damaged or incorrect goods
If something arrives damaged, faulty or is not what you ordered, please tell us as soon as you can — ideally within 7 days of delivery — with your order number and photos of the goods and packaging. We will arrange a replacement, repair or refund and cover the cost of returning the item.
If you are a consumer, the Consumer Rights Act 2015 gives you the right to reject faulty goods for a full refund within 30 days of delivery, and after that to a repair or replacement, or in some cases a price reduction or refund. These rights are not affected by this policy, and you do not need to have noted any damage on a delivery note.
We are not responsible for problems caused by storage or application outside the conditions set out in the product's technical data sheet and installation guide.
3. Business customers
- Unwanted goods: may be returned only with our prior agreement, unused and in their original, unopened packaging, within 30 days of delivery. Agreed returns may be subject to a restocking charge of up to 35% of the price of the goods, which we will confirm before you send them back. Return carriage is at your cost.
- Special orders: custom colours, custom batch sizes and non-stock items cannot be returned unless faulty.
- Damage in transit and shortages: please tell us within 7 days of delivery, with photos, so we can make a claim with the carrier. Faults that could not be seen on delivery should be reported as soon as they are found.
- Refunds: made within 14 days of us receiving and inspecting the returned goods, to the original payment method.
4. Prices and VAT
Our prices are shown excluding VAT. VAT is added at checkout at the current rate. Refunds include the VAT you paid on the refunded items.
5. How to return goods
Please contact us before sending anything back so we can give you a returns reference:
Intelligent Membranes Limited, Clopton Farm, Lower Road, Croydon, Royston SG8 0EF, United Kingdom
Email: info@intelligentmembranes.com · Telephone: 01223 208174 (Monday to Friday, office hours)
Pack returns securely. Our delivery packaging is biodegradable and may not protect the goods on a second journey.