At Redgrass, we want you to feel confident when purchasing our products. Because our range includes durable equipment, precision tools, and consumable items, our return policy varies slightly depending on the type of product.
If you are unsure whether your item is eligible for return, our support team will always be happy to help.
Language: This policy may be translated into other languages for convenience. In the event of any inconsistency or conflict between translations, the English version shall prevail.
1. Lamps, Palettes & Holders
For our durable equipment — including lamps, palettes, painting holders, and similar accessories — we offer a 30-day change-of-mind return policy.
You may return these products within 30 days of delivery, including products that have been reasonably handled for evaluation purposes, provided that:
- the item is returned in clean and good condition,
- all accessories are included,
- and the product has not been damaged through misuse, excessive wear, or improper handling.
2. Brushes & Precision Tools
Brushes, nippers, and other precision tools require special handling and may become permanently altered through use or maintenance.
Unused and unopened precision tools may be returned within 30 days of delivery.
If these products have been opened, handled, or tested, we offer a 15-day evaluation period from delivery. During this period, products may be gently tested for evaluation purposes.
However, we reserve the right to reduce the refund amount if the item shows signs of:
- accidental damage,
- misuse,
- excessive wear,
- corrosion,
- improper cleaning,
- or maintenance inconsistent with normal hobby use.
3. Consumable Products
Consumable products — including hydration papers, reusable membranes, foams, putties, and similar items — may be returned within 30 days of delivery provided that they are unopened and in their original sealed packaging.
For protection and quality-control reasons, we cannot accept change-of-mind returns once protective seals or internal packaging have been opened.
This does not affect your rights if the product is faulty, damaged, or not as described.
4. Return Shipping
We provide free return shipping for eligible change-of-mind returns from:
- the United Kingdom (including Isle of Man),
- the United States,
- and European Union countries and Switzerland.
For returns outside these regions, return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.
If your return is approved, we will provide return instructions and, where applicable, a prepaid return label.
5. Faulty, Damaged, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us as soon as possible with your order number and photos where relevant.
In these situations, Redgrass will cover the cost of replacement, repair, or return shipping as applicable.
6. Refund Processing
Once your return has arrived at our warehouse and has been inspected by our team, refunds will be issued to the original payment method.
Refunds are generally processed within 14 days of receiving the returned goods.
7. How to Start a Return
To request a return, please use the contact form below selecting “Track, change or return an order”.
Please do not return items before receiving return instructions from our support team, as unauthorized returns may be refused or significantly delayed.