Returns Policy and terms of service
Custom-mixed paint colours
All our coloured paints are bespoke products, custom-mixed to your requirements. As such orders can not be cancelled and are exempt from cancellation law. We are also unable to accept returns of custom-mixed coloured paints, except in such case as the product is found to be faulty, please consult the faulty items section below.
Please see below for our Policy regarding damaged or incorrect orders.
Ready-mixed white paints, primers, painting accessories and Peel and Stick samples
If you are a customer based in the EU, you have certain rights under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs).
You have the right to return or exchange any unopened white paints, primers and/or painting accessories, provided that you give us written notice any time after your order has been placed up until 7 working days from the day after you took delivery of your order.
You must notify our customer service team in writing of your wish to return or exchange your order by writing to us at our postal address or emailing firstname.lastname@example.org
Upon receipt of your written notice, one of our customer service team will contact you to confirm the return/exchange, return delivery arrangements and any refund due.
All items must be returned sealed and in their original, unused, condition.
Please note that you must cover the cost of the return shipment, unless the item is incorrect or faulty, see below. Failure to do so will result in return shipment costs being deducted prior to any refund being issued.
We strongly recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for any damage to them until we receive them. We also recommend that you use a secure and tracked shipper and that you retain proof of sending, in case of a dispute.
Refunds will be issued less a 5% handling charge, unless the items are incorrect or faulty and excluding shipping costs, within 30 days of receiving your notice of cancellation.
Damaged or incorrect orders
Please check your order carefully immediately upon taking delivery of your order.
Denting to metal tins and minor leaks can occur during transit and these do not constitute a damaged/ faulty product. We do not offer refunds for dented tins nor for minor leaks, which do not materially affect the performance of the product.
You must advise us in writing to our postal address or by email to email@example.com of any damages or incorrect items on the day your delivery is received. Failure to do so will mean we will deem your order to have been delivered correctly and you will have waived all rights to claim for replacement or credit. Please ensure you quote your full order number in your correspondence.
We advise that you retain all packaging in case your items need to be returned.
Please note that if any items are delivered, at your request, to an alternate location or left without signature, it is still your responsibility to ensure goods have been delivered correctly and that you have notified us of any problems on the day of delivery as stated above.
Credit for items will be issued within 30 days once the claim has been validated and the items have been returned for inspection.
Replacement items should be reordered on the online store in the usual way.
We will replace or credit any goods found to be faulty provided you have notified us in writing to our postal address or emailing firstname.lastname@example.org within 7 working days of taking delivery of your order.
Colours will be deemed unacceptable if they vary from a correctly mixed paint of the same product, but not if they vary from the colour swatch, colour card, colour sample product or the same colour in an alternate product.
You will be required to return the faulty product at your own expense to our warehouse. The item(s) will be inspected and if necessary sent away for analysis.
If the product is deemed to be of unacceptable standard, we will offer you a replacement or refund. Credit for items will be issued within 30 days once the claim has been validated.