Returns and refunds
Paint is easy to get wrong, so the rules below are deliberately plain. Nothing here reduces your statutory rights.
1. Changed your mind: 14 days
Under the Consumer Contracts Regulations 2013 you can cancel an online order for any reason within 14 days of the day you receive the goods. You do not have to give a reason.
- Tell us inside those 14 days by emailing [EMAIL] with your order number. A message saying you want to cancel is enough.
- You then have a further 14 days to get the goods back to us.
- We refund within 14 days of the goods arriving, or of you showing proof that you sent them.
2. What the refund covers
You get the price of the item plus the standard delivery charge you originally paid. If you paid extra for a next-day or timed slot, we refund the standard rate rather than the upgrade. Refunds go back to the card or account you paid with, and we do not charge a restocking fee.
3. Who pays the return postage
- Changed your mind: you pay to send the goods back. This is stated here and again before you confirm the order.
- Faulty, damaged or not what you ordered: we pay, every time. We will send a prepaid label or refund the postage you paid.
- Paint is a heavy liquid and couriers charge accordingly. Ask us before posting a 10 litre tin and we will quote the cheapest route.
4. The condition it comes back in
You can handle the goods as you would in a shop: open the box, look at the tin, unroll a length of wallpaper to check the colour. If the value has dropped because of handling beyond that, such as a tin that has been opened and part used or a roll that has been cut, we may take that reduction off your refund and we will explain the figure.
5. Where the 14-day cancellation right does not apply
Some of what we sell is made for you after you order it, so the change-of-mind right does not cover:
- Paint tinted to a colour you chose, including custom matches from a sample you sent us.
- Mural panels printed and trimmed to a height you specified.
- Wallpaper cut from a roll to a length you asked for.
Ready-mixed stock colours, sealed wallpaper rolls, brushes, sheets and tools are not affected and can be cancelled as above.
6. Faulty, damaged or misdescribed goods
This right sits alongside the one above and is not limited by it. Under the Consumer Rights Act 2015 you can:
- Reject faulty goods and get a full refund within 30 days of delivery.
- After 30 days and up to six months, ask for a repair or a replacement. If that does not put it right, you can have a refund.
This applies even to items excluded from change-of-mind returns, so a tinted tin that arrives split, separated or mixed to the wrong recipe is still refundable, and we pay the return postage. Tell us within 48 hours if a delivery arrives damaged and send a photo of the outer box if you can.
7. How to send something back
- Email [EMAIL] with your order number and what is coming back.
- We reply with the return address and, for liquids, how to pack them so they survive the trip.
- Tape lids down, wrap tins in a bag, and pad the box. Wallpaper travels best in the tube it arrived in.
- Send it and keep your proof of postage until the refund lands.
8. Contact
Questions about a return can go to [EMAIL] or [PHONE], or by post to [LEGAL ADDRESS]. We answer within two working days.