Terms of service


Our prices do not include VAT at the standard rate (20%) which will be added at the checkout on UK orders.  European customers can provide us with their VAT number where appropriate and once validated we can provide invoices VAT free for those eligible customers.

We require the full amount to be paid in advance unless on account, or as agreed by us.

To set up an account please call us on +44 (0)1257 269684 and we can run through account options with you.



We will always aim to dispatch your order as per your selected delivery option and from receipt of your order. We shall not be liable in any way for losses, damages or expenses (whether direct, indirect or consequential) suffered by you due to delay or any failure to deliver the order to the place and by the date stated by you.

Any order damaged in transit must be reported immediately by signing the delivery note or drivers scanner as "Damaged" and reported to us within 24 hours sending us photo's of the damaged goods.  Any damaged goods must be retained by you for inspection until we authorise either a return or disposal of the damaged product. If the delivery note or drivers scanner is signed without the comment “Damaged” we cannot be held responsible for damages in transit as couriers do not accept claims under these circumstances.

You will need to inspect your order immediately on delivery before signing for the goods with the courier.  If there are shortages or any problems at all with the order, you need to notify us within 24hrs after the time of delivery.

We do offer free shipping on mainland UK orders that are over £130.00 net and have a variety of shipping charges that covers more urgent deliveries.  Options of before 10.00 and before 12.00 are available for UK Mainland addresses. Some addresses in Scotland, Northern Ireland and the Islands/Highlands will incur surcharges. We will contact you to discuss this before making any further charges.

International shipping charges will be quoted by us on a case by case basis during the order process.

Substance Europe Ltd is in no way responsible for any delays in shipping including local delivery errors. We will make every effort to rectify the situation where feasible.

Substance Europe Ltd is not responsible for 3rd party shipping errors or damaged shipments.


Order Cancellations

Substance Europe Ltd will be happy to help you in cancelling your order, although cancellation charges may apply depending on the stage of the order. Substance Europe Ltd reserves the right to cancel any order and will give full refunds as appropriate.


Errors, Inaccuracies, and Omissions

Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).

We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.



The Customer shall indemnify Substance Europe Ltd against any claims brought against the company alleging that any goods supplied by us infringes a patent, copyright or trade secret or other similar right of a third party.