Damages, wrong items, short delivered items.
Please check your order carefully immediately after it has been delivered, and ensure you have the correct products and colours you ordered. Store the items you have ordered in accordance with the manufacturer’s instructions. You must advise us of any damages on the day of delivery. Failure to do so will negate any claim against the courier. You must advise us of any wrong or short delivered items within 48 hours of receiving your order. To ensure a quick response, you should call our office and notify us immediately. We will replaced wrong or short delivered items within 48 hours.
Please make sure you quote your full order reference number that can be found at the top left hand corner of the delivery note, or top right hand side of our invoice. The delivery note/invoice will either be inside the box or bag of a single item or sealed in a plastic "documents enclosed" wallet and attached to the outside of a box number 1 of a multiple consignment. Please keep your packaging in case we need to arrange for collection.
Faulty goods
We will replace or refund any goods found to be faulty (this includes colour accuracy issues) providing you have notified us in writing or by email within 28 days of delivery. We will arrange for any faulty item to be collected and returned to our warehouse. The item will then be inspected and if necessary sent away for analysis by a the manufacturer. If it is then deemed to be of an unacceptable standard, we will then offer you either a replacement or refund. We will deal with each case on an individual basis. Please ensure you check the items you have ordered as soon as you have received them.
All of our products will perform as directed in accordance with the manufacturer’s instructions. However, we do not accept responsibility for application or site conditions, as we cannot control the conditions under which products we supply are used or applied. This does not affect your statutory rights.
Refunds
1) We do not offer refunds for bespoke mixed-to-order paints, coatings or other liquid product "special orders" (please see our notes regarding colour accuracy) and refer to DSR regulation 13 guidance reference 3.38.
2) All other goods will be refunded in full including delivery charges if they are returned to us unused, and in their original condition (including packaging) within 7 working days of receiving your delivery (refer to DSR regulation 17 guidance reference 3.55). You must notify us in writing or by email of your intentions and reasons for returning the goods. Customers can either make their own arrangements for returning such goods at their own cost or Paint Direct can arrange for collection (and restocking) at an initial charge of £15 (inc vat) for the first 15kgs plus 50pence for every additional kilo thereafter - this will then be deducted from any refund due to you. The returns must be securely boxed and suitable for transportation. Labels will be provided by the collection courier.
Please note: If you decide to return any items yourself, please insure against loss and damage before returning them to our business address. We cannot accept any responsibility for items that are lost in transit, or damaged upon arrival at our premises. Please ensure they are properly packaged for transit as items that arrive damaged may prevent us from refunding the full cost.
Cancellation
Customers should contact us immediately if they wish to cancel their order. Orders that have been paid for by telephone, have been processed via the website (but not yet delivered) or bank transfer will be subject to a charge of 5% of the total transaction value to cover administration charges. This will be deducted from the total refund value. Mixed-to-order paints cannot be cancelled once mixed (see refunds item 1). Once goods have been despatched it may not be possible for us to stop them from being delivered. It therefore becomes the customers responsibility to return them to us undamaged (please see refunds item 2 above). Orders which have been despatched that are subsequently cancelled or refused will be subject to a deduction for all freight charges. We also reserve the right to issue a restocking fee of 20% of the goods value.
If an order is not delivered (for whatever reason) after 4 attempts by the courier, the consignment will be returned to our warehouse and treated as a cancellation. A refund will then be issued minus the delivery charge and cancellation fee. Futher details are available on our Terms and Conditions page.
If we cannot fulfill an order for stock or delivery reasons, we will always (at the earliest opportunity) offer the customer the choice of accepting a full refund before any further action is taken.
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