At Just the Brush, we want you to feel confident when ordering your art materials online. If something isn't quite right, we're here to help. This page explains how returns work, what your rights are, and how we can support you.
For information about delivery times and shipping options, please see our Delivery Policy. If you need help, you can reach us through our Contact Page.
Returning an Unwanted Item
Please contact us before sending anything back
All non‑faulty items come with a 14‑day cooling‑off period under the Consumer Contracts Regulations. You may cancel your order for any reason from the moment you place it until 14 days after receiving your goods.
To qualify for a refund, items must be returned:
In original, resaleable condition
Unopened, unused, and in their original packaging
Within 14 days of receiving your order
Refunding delivery costs
For unwanted items, we refund the product price only. If you selected standard delivery and received the goods, we will refund the standard delivery charge in line with UK consumer law. Premium delivery upgrades are non‑refundable.
Return postage is the customer's responsibility.
Loss in value
If an item has been handled beyond what is necessary to check its nature, characteristics or functioning, we may make a deduction for loss in value. This is part of the Consumer Contracts Regulations.
Refund time frame
Refunds are processed within 14 days of receiving your returned item.
Refused Deliveries / Return‑to‑Sender Parcels
If a parcel is refused at the delivery address or cannot be delivered due to incorrect or incomplete details, it will be returned to us.
Once received, we will refund the product(s) only. Please note:
Delivery charges are non‑refundable
Any courier return‑to‑sender fees may be deducted from your refund
To avoid delays or extra charges, please ensure your delivery details are accurate and that someone is available to receive the parcel.
Special Order Items (Non‑Returnable)
Some items are ordered specially for you and cannot be returned. These include:
School materials packs
Starter packs
Any bespoke or special‑order items
Payment for special‑order items is taken 48 hours after purchase to allow time for any changes. Once payment has been taken, these items are non‑refundable, subject to your statutory rights.
How to Return Your Item
Once your return has been approved, please send smaller items to:
Just the Brush 128 Whitstable Road Canterbury CT2 8EG
Please include your order number and contact details inside the parcel.
Larger items such as easels may need to be returned directly to the supplier — we will advise you.
Return postage & responsibility
Items are returned at the customer's own risk. We strongly recommend using a tracked and insured service, as we cannot accept liability for items lost or damaged in transit.
All returns are quality‑checked. Items that do not meet our return criteria may be declined and returned to you.
Refunds are issued to the original payment method.
Damaged or Faulty Items
We take great care when packing your art supplies, but occasionally items may arrive damaged.
If your order arrives damaged
Please email clear photos (including the packaging) to sales@justthebrush.co.uk within 3 days of delivery so we can raise this with the courier. This timeframe helps us raise courier claims but does not affect your statutory rights.
If your item is faulty
If your item develops a fault, please get in touch, and we'll assess the best solution — this may be a repair, replacement, or refund.
We follow the Consumer Rights Act 2015, which gives you strong protections, and we'll make sure everything is handled promptly and fairly.
Lost Orders
If your order has not arrived within a reasonable time (normally 30 days), please contact us. We will investigate and arrange a replacement or refund in line with your consumer rights.
Your Consumer Rights
Your rights are protected under:
Consumer Contracts Regulations 2013
Consumer Rights Act 2015
Your statutory rights are not affected.
If you need help or clarification, please get in touch — we're always happy to assist.