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Customer Services

At Paint Direct we aim to provide the best possible Customer Service for all our customers. We will always try to ensure you receive the right product, the right colour and the best possible price we can offer.

If you have any cause for complaint regarding the service you receive, please contact us at your earliest convenience. We will try to resolve the matter as soon as is practicable. Similarly, if you have any feedback regarding the service you received, we would be happy to hear from you. Please note, We are here to help but will not accept abusive or offensive behaviour toward any member of staff. In this event we reserve the right to discontinue communication.

Sale of Goods
All products are believed by Paint Direct to be of a quality suitable for the purpose and specification for which they are intended. Any defect should be reported to Paint Direct immediately it is discovered. All technical information in response to any enquiry is given by Paint Direct in good faith. It will ultimately be for you to satisfy yourself as to the suitability of the product having regard to your own particular situation and site conditions. Paint Direct accept no liability for the products supplied, loss of profits, consequential, financial and any other losses.

Please see our related pages regarding Colour Accuracy, Delivery Information, Terms and Conditions and FAQs.

Colour and Paint Statement.

Specific colours entered by customers online, using the "colour required" free-text box, that are from a recognised designer range of colours, will be supplied with the "closest visual colour" from the selected manufacturers' own listed range of colours and shades. This will be carried out by eye and is a subjective decision by Paint Direct.

We will freely give help and assistance on all the products that appear on our website where individual knowledge exists, however we are unable to comment on any brands that we do not stock or sell.


The boxes we use to deliver your order are 100% recyclable cardboard, and as such we encourage all of our customers to recycle wherever facilities exist. Similarly the loose-fill chips that may be used in some boxes are bio-degradable. The only non-recyclable item of packaging is the tape we use to secure the lids; please dispose of this responsibly. If you have any questions regarding our packaging, please see our Contact Us page for further information.


Complaints Handling Policy


Our complaints policy

We are committed to providing a high-quality legal service to all our clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.


If you have a complaint, please contact us in writing to Paint Direct Limited Unit 37 Brickfields Business Park Gillingham Dorset SP8 4PX with the details.


What will happen next?


  1. We will send you a letter acknowledging receipt of your complaint.
  2. We will then investigate your complaint.
  3. We will endeavour to find a solution to your complaint and write to you with an offer of resolution within 28 days of sending you the acknowledgement letter.  
  4. At this stage, if you are still not satisfied, you should contact us again and we will review the decision.
  5. We will write to you within 28 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.