Refunds and Returns Policy
Last Updated: 14 January 2026
At Chromakey.co.uk, we supply professional-grade technical fabrics to the film, video, and VFX industry. As our products are often prepared to specific order requirements and involve significant logistical handling, the following policy applies to all B2B purchases.
1. Custom-Cut and Bespoke Orders
1.1. Non-Returnable Items: Any fabric that has been cut to a specific length, spliced, or customized to your requirements from a master roll is considered a “Bespoke Order.” 1.2. Under UK B2B commercial law, these items are not eligible for return or refund for “change of mind” or “incorrect ordering.” We strongly recommend ordering a technical sample kit prior to placing a large custom-cut order to ensure the material meets your technical specifications.
2. Damaged or Defective Goods
2.1. Inspection Window: Upon delivery, all Goods must be inspected immediately. 2.2. Reporting: Any damage caused in transit or manufacturing defects must be reported to our team in writing (with photographic evidence) within 24 hours of delivery. 2.3. Resolution: If the Goods are proven to be defective or damaged upon arrival, we will, at our discretion:
-
Replace the damaged section or roll at no additional cost.
-
Offer a partial refund if the fabric is still usable for your specific needs.
-
Issue a full refund if a replacement is unavailable.
3. Returns of Standard Full Rolls
3.1. Eligibility: We only accept returns for “Change of Mind” on standard, uncut full rolls (e.g., a sealed 25m or 50m roll) that have not been removed from their original industrial core or protective packaging. 3.2. Timeframe: You must notify us of your intent to return within 7 working days of receipt. 3.3. Restocking Fee: All eligible “Change of Mind” returns are subject to a 20% restocking and handling fee. This covers the labor of inspecting, re-rolling, and re-stocking heavy industrial materials. 3.4. Condition: Returns will only be processed if the Goods arrive back at our warehouse in a 100% resaleable condition. Any fabric that is creased, soiled, or shows signs of studio use will not be refunded.
4. Return Shipping
4.1. Responsibility: The cost of returning Goods is the sole responsibility of the Customer. 4.2. Shipping Method: Given the technical nature of our fabrics, returns must be sent via a tracked, insured “No-Fold” courier service and remain on their original industrial core. Any returns sent folded will be rejected and no refund will be issued. 4.3. We can, upon request, arrange a collection via our dedicated couriers, the cost of which will be deducted from your final refund amount.
5. Refunds
5.1. Once your return is received and inspected, we will send an email to notify you of the approval or rejection of your refund. 5.2. If approved, your refund (minus any applicable restocking fees or original shipping costs) will be processed to your original method of payment within 10 working days.
6. Technical Samples
6.1. To minimize the need for returns, we offer technical sample packs of our Digifoam and Loop Nylon ranges. We highly encourage new clients to utilize this service for camera testing prior to making a bulk investment.