Overview
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange. Circumstances will dictate whether a full refund or an exchange is appropriate. Original carriage costs will not be reimbursed.
To be eligible for a return, your item must be unused and in the same condition that you received it. In the case of paint, unused condition is deemed to be that the container has not been opened. It must also be in the original packaging, packed to the same standard to avoid damage in transit.
Goods that have been used cannot be returned unless a warranty claim is submitted. Warranty claims for faulty goods will be dealt with through us but the manufacturer may wish to make an assessment and decide on the proper course of action.
We will not offer refunds or exchanges for the following circumstances. When goods:
- have been used
- are soiled
- have an odour i.e. smoke
- arrive damaged as a result of misuse or ill-treatment
- are damaged on the return journey
Order Cancellation
In no circumstances can orders be cancelled after it has been dispatched or while it is in transit but must be treated as a return. In this eventuality a refund will be provided when the goods are returned to us.
If you wish to cancel your order before it has left the premises, please contact us on 01777710100 .
Order returns
The vast majority of returns fall into one of four categories, each of which must be treated in a slightly different manner:
- Unwanted or Unsuitable Goods
- Damaged or Defective Goods
- Broken Goods under Warranty
- Incorrect Goods Dispatched
Unwanted or Unsuitable Goods
All of our paints are made to order, meaning all colours and finishes are non returnable or refundable. All of our paints are hand mixed to order unfortunately meaning they are not re-saleable, unless if you believe there’s a problem – in which case our incorrect goods despatched policy applies.
You are free to return unwanted shelf-stock goods (inc primers, sundries, undercoats) in a new and unused condition for 30 days after delivery. A re-stock fee of 13% will be applied to cover non-refundable bank charges, re-stock admin expenses etc. You will be entitled to your choice of an exchange* or a refund of the cost of the goods via the original payment method. The customer is responsible for the cost of returns carriage for unwanted goods. We cannot accept responsibility for goods in returns transit and so we recommend that you use an insured method.
*Please read our Exchange Procedure.
Damaged or Defective Goods
You are free to return defective goods in an unused condition for 30 days after delivery. Please note paint is only classed as damaged if the paint has escaped the tin.
You will be entitled to your choice of an exchange or a full refund via the original payment method. Paintman Paint Ltd will meet the cost of returns postage for defective goods. We can arrange for a courier pickup of the goods or we can refund your carriage expenses (within reasonable limits on sight of receipt) upon return delivery. Please note that the warranty given by both Paintman Paint Ltd and the manufacturers of our products will only cover parts. Labour charges and other costs are not covered.
Carrier damaged goods can only be accepted for return if the goods were signed for as ‘damaged’ from the carrier.
Incorrect Goods Despatched
Occasionally the wrong item is sent to a customer. You are free to return these goods in a new and unused condition for 14 days after delivery. You will be entitled to your choice of an exchange* for the correct item or a full refund. If you have been incorrectly charged, we will correct the discrepancy. Paintman Paint Ltd will meet the cost of returns postage for incorrectly despatched goods. We can arrange for a courier pickup of the goods or we can refund your postage expenses (within reasonable limits on sight of receipt) upon return delivery.
Exchange Procedure
All goods must be returned to us in a new and unused condition unless a damaged claim is being made. We reserve the right to refuse returned goods if necessary.
If you are returning goods for an exchange you would normally have to wait for the goods to arrive with us and be inspected before a replacement is despatched. However, we recognise that sometimes an exchange must be made quickly. In order to send out a replacement immediately, we must take payment for the replacement. As soon as the return arrives we will give you a refund of that cost.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment.
Shipping returns
To return your product, you should mail your product to:
Paintman Paint Ltd,
Unit 7, Trinity Park Industrial Estate,
Sloswicke Drive,
Retford,
DN22 7WQ
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at sales@paintman.co.uk for questions related to refunds and returns.
