Refund policy

Last updated: 31 October 2026

This policy explains how to cancel an order, return an item or report a problem. It does not affect your statutory rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015.

Changing your mind (14-day cancellation)

If you are buying as a consumer, you can cancel your order for any reason within 14 days of the day you receive your goods. To cancel, email mail@graff-city.com with your order number and the items you want to return. You then have a further 14 days to send the items back.

Items must be returned unused, in their original condition and packaging. We may reduce your refund if an item has been used or handled more than is needed to inspect it, for example a spray can that has been sprayed or a marker that has been opened and used.

You are responsible for the cost of returning items you have changed your mind about. If you cancel your whole order, we will refund the original standard delivery charge. If you chose a faster or premium delivery option, we only refund the cost of our cheapest standard delivery.

Returning spray paint and other aerosols

Aerosols are classed as dangerous goods and cannot be sent through the Royal Mail or Post Office network. Spray paint, primers, varnishes and other aerosols must be returned using a courier service that accepts aerosols. Please contact us before sending aerosols back and we will advise on the best way to return them.

Faulty, damaged or incorrect items

If anything arrives faulty, damaged or not as described, or we have sent you the wrong item, email mail@graff-city.com within 30 days of delivery with your order number and a photo of the problem. We will arrange a free return or collection and offer a replacement or a full refund, including the delivery costs you paid. Please do not throw away faulty items until we have confirmed what to do with them.

Refunds

We will refund you within 14 days of receiving the returned items, or within 14 days of you providing evidence that you have sent them back, whichever is sooner. Refunds are made to your original payment method.

Free gifts and promotions

If your order included a free gift, such as a free can with a qualifying spend, and a return takes your order below the qualifying amount, please return the free gift as well, or we may deduct its normal selling price from your refund. Quantity discounts are recalculated on any items you keep.

Items that cannot be returned

For hygiene and safety reasons we cannot accept returns of items that have been opened and used, unless they are faulty. This includes used spray cans, used markers and refilled or opened ink bottles.

Trade accounts

The 14-day cancellation right applies to consumers only. Trade customers should contact us about returns, which are handled on a case-by-case basis. Faulty goods are always covered.