Paint Range

When you access our website and, browse it, including placing an order, creating an account, or using it in any way, you are confirming that you have read, understood, and fully agree to our Terms and Conditions, including our Cookie Policy, Privacy Policy, and On-line Security in their totality. If you do not agree to our Terms and Conditions in their totality, please do not use this Website.

Our Website Terms & Conditions, Privacy Policy, Cookie Policy and On-line Security all fall under the general heading (“Terms and Conditions”).

All goods shall remain in the sole ownership of Imperfect Interiors Ltd/Fenwick & Tilbrook Ltd until outstanding invoices have been paid.

Fenwick & Tilbrook’s equipment is calibrated regularly and well maintained. We make every effort to ensure that colour matches are accurate however, due to the nature of pigments and base materials there is a possibility of naturally occurring variance. It is also natural that colours will be affected by lighting and surface texture.

The images on our website, as much as possible, accurately display the colours of our paints. However, we cannot guarantee that your monitor’s display will accurately reflect the colour of the goods on delivery. It is always advisable to order samples to see the colour in-situ before placing a paint order.

Fenwick & Tilbrook Ltd & Imperfect Interiors Ltd take no responsibility for losses, damages or costs arising from unsuitable, unsafe, or inadequate storage conditions. It is the responsibility of the customer to provide adequate storage for the goods purchased.

Returns – Although Private United Kingdom customers have certain cancellation rights under the Consumer Protection (Distance Selling) Regulations 2000 (the Regulations), with exception of un-tinted Multi-Surface Primer, all Fenwick & Tilbrook/Imperfect Interiors paint is made to order and therefore cannot be returned. If a customer wishes to return Multi-Surface Primer, they will be expected to cover all delivery and return costs involved.

Damaged/Lost Goods – Fenwick & Tilbrook Ltd send goods by trackable courier and therefore customers are kept informed as to the whereabouts of their order. Where goods are delivered to, or received by, the customer damaged or incorrect, Fenwick & Tilbrook Ltd must be notified within 48 hours for replacement goods to be re-sent free of charge. Any such re-delivery is subject to the customer providing proof or the damage or discrepancy where requested. Under no circumstances should a damaged tin of paint be returned to us!

Fenwick & Tilbrook Ltd offer a next day delivery service to most parts of the UK, which has high reliability. Orders received over the weekend will be made on the next working day. Orders should be placed before 1.00pm to enable a next working day service. No responsibility can be taken if for whatever reason goods are delayed in some way.

The customer’s attention is drawn to application, usage and safety information relating to the goods, Full information is available from our website fenwickandtilbrook.com. Additionally, this information is available on request by ringing 01362684125.

The information supplied across the website and within literature that accompanies our paint is offered in good faith. There are no implied conditions of warranty since level of good preparation, skill of application and site conditions are beyond our control. Information or instructions given do not release the user from his or her responsibility to check for product suitability and application methods. In no event do we accept any liability of any kind for the performance or non-performance of any goods beyond the value of those purchased from Fenwick & Tilbrook (for example, we shall not be liable in respect of wasted time or additional costs incurred by any person such as labour or scaffolding costs nor shall we be liable in respect of any alleged consequential losses of any person).

These terms and conditions and any claims arising in relation to goods ordered or supplied shall be subject to English Law.

Furniture Range

Please contact us with any questions or concerns regarding our Terms and Conditions. These Terms and Conditions do not affect your statutory consumer rights.

Please read our Terms and Conditions applying to all use of the Imperfect Interiors website, www.shop.imperfectinteriors.co.uk. These are the Terms and Conditions on which Imperfect Interiors Ltd & Pilgrim House and Garden Ltd (trading name Pilgrim), supply product(s) to you when purchased via the Imperfect Interiors website, in-person and via any other sales channel.

These Terms and Conditions apply to consumers and do not apply to Trade customers.

For the purposes of these Terms and Conditions: “Consumer” means an individual acting for purposes wholly or mainly outside their trade, business, craft or profession.

“Trade Customer” means any person, business or entity purchasing products wholly or partly in the course of a trade, business, craft or profession, including but not limited to interior designers, architects, developers and contractors.

If you are purchasing as a Trade customer, you must clearly identify yourself as such at the point of enquiry or order. Separate Terms & Conditions will be provided to Trade customers upon enquiry, point of order or on request.

Payments

1.1 Orders have 100% of the total amount payable taken at the point of order. If you order Bespoke or commissioned product(s), at your discretion, you must pay either 100% or a 50% deposit at the point of order. Any balance owing must be paid in advance of delivery being made.

1.2 If you pay by credit, charge or debit card, the transaction will be handled for you by Stripe.The total amount payable by you regardless of the method of payment is the same.

1.3 The contract shall not be concluded until we have received your valid credit card charge or debit card payment and we have accepted the order by way of a confirmation by return e-mail to the address that you have given during the checkout procedure and upon ordering.

1.4 Prices include any applicable VAT at the prevailing rate.

1.5 We are entitled to refuse any order placed by you.

Delivery Dates

2.1 While all reasonable endeavours will be made to adhere to delivery dates quoted at the time of an order being placed, such dates must be viewed as approximate estimates only, given in good faith.

2.2 In so far as allowed by law, we will not accept any liability for any loss or inconvenience suffered by delivery delay.

Delivery

3.1 Product(s) are delivered by our delivery partner to the delivery address stated on the order. Any subsequent change of address may incur an additional delivery charge (which would be charged at cost including any applicable taxes).

3.2 We can only deliver to the UK mainland and are unable to deliver to Northern Ireland, the Channel Islands and the Isle of Man. Delivery charges quoted at time of order are applicable for all other standard deliveries to UK mainland areas, accept the following postcodes which will incur an additional delivery charge; AB, DD, DG, PA, PH, TR, LD, HS, IV, KA, KW, LL, ZE, GY, JE, IM, PO(IOW). For orders placed via our website for delivery to postcode areas incurring an additional charge, we will contact you post your order being placed to advise of the additional delivery charge and the order will only be accepted once payment for the additional delivery charge is made. If you do not wish to pay the additional delivery charge the order will be cancelled and all monies paid will be refunded. For orders not placed via our website, we will advise you of the additional charge before the order is placed.

3.3 You will be contacted to arrange a delivery date when the product(s) have been received by our delivery partner. We are unable to store the order and must be able to deliver the product(s) into your home within 10 days after being received by our delivery partner. If we are unable to do so due to your fault, charges will be incurred, payable prior to delivery. We will advise you of this charge at the relevant time. After the expiry of 2 months, your order will be cancelled and we shall return the original purchase price to you, less any charges incurred (for production and storage).

3.4 You are responsible for the delivery of the product(s) and must ensure that the product(s) will fit through relevant doors, windows and passageways of the delivery address through to room of choice. Please note that the delivery charge includes no allowance for the removal of doors, windows or other fixtures unless agreed in writing in advance of delivery and any additional charges paid. You should allow a reasonable amount of time for this work to be carried out and any work will be subject to an additional charge. For any product(s) not accepted on the delivery date, you may be charged storage fees and additional delivery charges.

3.5 The measurements of all product(s) will be as accurate as possible but are nevertheless approximate.

3.6 You are responsible for providing a safe and reasonable means of access from the public highway to the place of delivery, and that deliveries are within 100 metres of a road or hard-surfaced track and access to rooms other than ground level is via stairs or a lift, which will fit the product(s). If our delivery partners consider that access is unsafe, then we will not deliver the product(s) until safe access is provided. You are obliged to provide any required parking permits in advance. The onus to protect your property at point of delivery i.e. covering floors/carpets and removing breakable items that may impede the route, ensuring valuables are safeguarded against accidental damage, is the your responsibility so as to avoid accidental damage during the delivery process.

3.7 We shall not be held responsible for any damage resulting from the removal of any existing furniture or other items from any room into which the product(s) are delivered. If our delivery partners accidentally damage product(s) in the course of delivery, then the logistic partners and our liability for that damage is limited to the repair, replacement or refund of the product(s) or the value thereof.

3.8 Any changes made by you to the content of the order may impact on the delivery date. We will notify you of any delays as a result of those changes once known.

3.9 If you are unable, for whatever reason, to take delivery of the product(s) on the delivery date agreed with our delivery partners, we reserve the right to charge you further for any subsequent deliveries.

3.10 Time of delivery is not of the essence in these Terms and Conditions of Trading. We will not be liable for any direct or indirect loss of profits or other financial loss or damage suffered by you through any reasonable delay or delay due to unforeseen circumstances outside of the reasonable control of Imperfect Interiors or Pilgrim or delay due to any reasonable rescheduling of delivery.

Product

4.1 If a product is Made to Order this will be indicated on the product page on the website and/or marked on your order. If an order is Bespoke, commissioned or has alterations this will be discussed in advance and clearly stated on your order. All Bespoke, commissioned and product(s) with alterations are also Made to Order. This means that when you place your order for a Made to Order, Bespoke, commissioned or product(s) with alterations, we make it especially for you.

4.2 Cabinet product(s) may require levelling once in position to ensure doors are aligned. This is common in products with four points of contact (the feet/legs) and is not classified as a fault or defect.

4.3 Some minimal self-assembly may be required on certain products.

4.4 Products which have wood are subject to grain, texture, character, knots and colour shade variances as it is a natural product with each piece entirely unique. The wood on your delivered product will look different to the one photographed. These grain, texture, character, knots and colour shade variances are not classified as defects. It is expected that some woods will mellow with age and exposure to sunlight.

4.5 Any samples of wood, paint colour, fabric or other materials may have variations in colour and texture to the final delivered product(s). We will endeavour to match the colour and texture of the fabric and paints as accurately as possible to samples provided, but variations to colour and/or texture may occur. Samples of wood are only ever intended as a guide as the grain, texture, character, knots and colour shade will vary on an entirely natural product.

4.6 We have a policy of continuous product development and reserve the right to amend the specification of products without prior notice in relation to future sales.

Paint Products

4A.1 Paint products are mixed to order. Due to the nature of pigment-rich paint and batch production, slight variations in colour may occur between batches. These variations are not considered defects.

4A.2 Colour representation on our website and printed materials is provided as a guide only. We cannot guarantee that colours displayed on screens or devices will accurately reflect the final applied colour. We strongly recommend purchasing sample cards or sample pots prior to ordering larger quantities.

4A.3 Once paint tins have been opened, used, or tampered with, they cannot be returned or refunded unless the product is faulty or misdescribed.

4A.4 Unopened paint may be returned in accordance with your statutory rights and our Returns and Refunds policy, provided it is in its original condition and packaging.

4A.5 We cannot accept responsibility for the final appearance of paint once applied, including but not limited to variations caused by surface preparation, substrate, application method, lighting conditions, or environmental factors.

4A.6 Paint products are supplied for interior residential use unless otherwise stated. We do not accept liability for paint used in commercial settings or environments not recommended by us.

Returns and Refunds

5.1 The provisions of this condition apply in addition to your statutory consumer rights in relation to faulty or misdescribed product(s).

5.2 If a product is Made to Order, this will be indicated on the product page on the website and/or marked on your order. If an order is Bespoke, commissioned or has alterations, this will be discussed in advance and clearly stated on your order. All Bespoke, commissioned and product(s) with alterations, are also Made to Order. This means that when you place your order for a Made to Order, Bespoke, commissioned or product(s) with alterations we make it especially for you. As they are Made to Order, they cannot be returned unless faulty or incorrect. You can cancel a Made to Order, Bespoke, commissioned or product with alterations at any point in advance of delivery but you will be responsible and charged for any outlays relating to that piece up to the point of cancellation. Once successfully delivered the product(s) may not be returned nor will we provide any refund unless it is defective or has been accidentally damaged by us in the course of delivery.

5.3 Distance selling regulations apply to your order if the product(s) are not Made to Order, Bespoke, commissioned, has alterations or if you have not examined the product in person before purchase.If the distance selling regulations do apply you are entitled to cancel your order before delivery or within 14 working days beginning with the day after the date of delivery. You will need to notify us in writing.

5.4 If you wish to return any product(s) to which the distance selling regulations apply, it is your responsibility to take good care of the product(s) and you are liable for any loss or damage. Failure to take reasonable care may result in a claim against you. To minimise the risk of any such claim we ask that you return the product(s) in appropriate packaging.

5.5 We will refund the purchase price of your order and our standard delivery charge but not charges made for specialist delivery. A second charge will be applied for the collection of the product(s) if you are unable to return them and will be quoted upon notification of return. Items returned due to damage or a fault will have all delivery charges refunded and no collection charges made. Following cancellation of your order and in instances of returned items once they have been received back and inspected, any monies paid will be refunded by the method you used to pay and we aim to refund within 14 days. We reserve the right to reject product(s) which have been damaged or altered in any way.

Risk and Title

6.1 Risk of loss or damage to the product(s) shall pass to you on delivery.

Claims and Liability

7.1 We can only be held responsible for reasonable and foreseeable losses resulting from a breach of Contract. In as far as allowed by law, our aggregate liability (whether in contract or for negligence or breach of statutory duty or otherwise howsoever) to you for any loss or damage of whatsoever nature and howsoever caused shall be limited to and in no circumstances shall exceed the invoiced value of the product(s). Nothing in these Conditions excludes or limits our liability for death or personal injury caused by our gross negligence or fraudulent misrepresentation.

7.2 Any error or defects must be notified to us by you and noted on our delivery partners’ delivery confirmation at point of delivery or within 30 days.

7.3 Any damage to your property caused by our delivery partners’ negligence must be noted on our delivery partners’ delivery confirmation paperwork at the point of delivery.

7.4 Unauthorised repairs will release us from all liability.

7.5 Dimensions and specifications of the product(s) may vary slightly within normal acceptable commercial tolerances. If exact sizes are required we must be advised at the point of ordering and confirm to you in writing. We will make every reasonable effort to achieve specific dimensions but there may still be tolerances as the product is hand made.

7.6 We cannot guarantee precise matching of shading between different items because of variations between paint batches, fabric dyeing processes and the natural nature of certain materials.

7.7 We accept no responsibility for any loss or damage whatsoever arising directly or indirectly from misuse or faulty fitting of the product(s) not fitted by us, or damage to your property arising out of the delivery of the product(s) not delivered by us or our delivery partners.

7.8 All product(s) sold in accordance with these Conditions are sold for residential use only unless it is agreed in advance of order and specifically noted by us on the order that they are suitable for commercial or non-residential purposes. We accept no responsibility for any loss or damage whatsoever arising directly or indirectly from the use of any product(s) within a commercial property or for non- residential purposes. Nothing in these Conditions excludes or limits our liability for death or personal injury caused by our gross negligence or fraudulent misrepresentation.

7.9 We do not give any warranty that the product(s) are fit for any particular purpose for which the product(s) are being bought by you (unless we have agreed otherwise in writing).

Accuracy of Content

8.1 Our website has been designed for your convenience and if you have any comments, questions or queries, please contact us on shop@imperfectinteriors.co.uk. If you have experienced any technical difficulties, please send an e-mail to

8.2 We endeavour to supply product(s) as accurately as possible to colour as they appear on the website. However, we cannot guarantee that your monitor will accurately reflect the colour of the product delivered.

8.3 Every effort is made to ensure the complete accuracy of our website, however some prices/details may change from time to time and it is possible that errors may occur. We will use our best endeavours to rectify any errors as swiftly as possible, but we cannot be held responsible for any losses incurred.

8.4 To the maximum extent permissible by law, we exclude all warranties, expressed or implied as to the accuracy of the information contained in any of the materials on the website. We cannot accept any liability for any particular material on the website or as a result of any use or reliance placed upon information contained on the website.

8.5 Any material downloaded or otherwise obtained through the use of this website is done so at your discretion and risk. You will be solely responsible for any damage to your own computer systems or loss of data that results from the download of such materials.

8.6 We control and operate the website from our offices in England. Accordingly, the laws of England and Wales govern claims relating to and including the use of the website and the materials contained therein. If you choose to access our website from outside England and Wales you do so on your own initiative and you hereby agree that in the event of any dispute between us and you, the laws of England and Wales will apply at all times.

Assignment

9.1 Your rights and obligations under these conditions may not be assigned or transferred in whole or in part without our prior written consent.

Severability

10.1 If any of these Conditions shall be held to be illegal, invalid or unenforceable in any respect whether in whole or in part, such condition(s) shall not prejudice the effectiveness of any or all of the rest of these Conditions or remainder of any part.

Force Majeure

11.1 In case of a force majeure (being circumstances outside of our control) we may, at our absolute discretion, terminate any contract for the supply of product(s) or cancel the production and/or delivery of the product(s). In such circumstances, we will consult with you to try to find suitable alternatives that may be possible, unless you wish to terminate the Contract. Subject to local laws, all monies paid pursuant to the terminated Contract shall be returned to you.

Waiver

12.1 Breach of, or failure to implement any individual Condition, shall not be deemed as a waiver on our part and shall not prejudice any other Condition within this Contract.

Applicable Law and Jurisdiction

13.1 These Terms and Conditions of Trading are governed by and are to be construed in accordance with the laws of England and Wales and the courts shall have exclusive jurisdiction to hear any matters relating to this contract.

13.2 The above Terms and Conditions do not affect your statutory rights.

13.3 Imperfect Interiors Ltd are Registered in England, Company Number 11283913 & Vat Registration Number 293 0211 29

Complaints Procedure

14.1 We will try to resolve any disagreements quickly and effectively.

14.2 In the first instance, you are requested to contact us in writing to shop@imperfectinteriors.co.uk or Imperfect Interiors, 36 Shawbury Road, London SE22 9DH.

Terms and Conditions Update

These Terms and Conditions were last updated 1st January 2026.