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Damages and Returns

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. Please note, on occasion manufacturers will change product livery from the image shown on our website, although the product within the tin or packaging will remain the same and as described. In this event we offer no refund or accept any claim for misrepresentation or miss sale. Store the items you have ordered in accordance with the manufacturer’s instructions. You must advise us in writing via email of any damages, colour issues, wrong or short delivery items on the day your delivery is received. Failure to do so will negate any claim for replacement, credit or loss. Please note that if goods are left without signature it is still your responsiblity to ensure the goods have been delivered correctly and that you have notified us of any problems on the day of delivery as stated above. Refund for the item/items will be issued not less than 30 days after the item or items have been returned to us for inspection (unless we write to you requesting you do not need to return the goods) and following our verification and validation. Replacement items must be re-ordered and paid for in full online in the normal way as your refund will follow at a later stage following the verification process as stated above. Denting to metal tins and cans can occur during the transit process and we do not offer refunds for dented tins. Please note, deliveries are by courier and therefore we do not offer insurance against or accept responsibility for damages or leakages. In the unlikely event that a parcel is leaking, you will be required to liaise directly with the courier. 

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 or sealed in a plastic "documents enclosed" wallet and attached to the outside of one of the boxes of a multiple consignment. Please keep your packaging in case it needs to be returned.

Faulty goods

Goods found to be faulty (there are special conditions which apply to colour accuracy issues and we request you read these conditions in the Colour Accuracy section) should at your own expense be returned to us. The item will then be inspected and if necessary sent away for analysis by the manufacturer. Please note that their are strict guidelines in relation to colour disputes which must be adhered to and can be found in the Colour Accuracy section of the website. If it is then deemed to be of an unacceptable standard, we will then offer you either a replacement or credit. In the event a paint has been incorrectly mixed and the customer has applied the paint but not informed us of a colour problem then no liability is accepted for loss of time, redecoration cost, replacement goods or any other loss which may have occurred. 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. Some mixed to order paints may need stirring before use because colourant can settle out after the paint has been in the shaker. If you are not satisfied the paint has been mixed at all we request you immediately return the paint to us for mixing. Should you opt to mix it yourself or get someone else to mix it, any claim for faulty goods will be negated. 

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.


Non Delivery

Please note the date selected for delivery is the earliest you should expect your goods. We are not able to guarantee delivery date or time for email or telephone orders or altered and amended website orders.

Should your order not be delivered on the expected day of delivery you must notify us in writing within 24 hours. You must allow us not less than 7 days to retrieve and redeliver or replace the goods. If the goods have been signed for on your behalf at another address it will be your responsibility to retrieve the goods.

Returns for Credit

1) We do not offer credits 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 returned to us for credit must be returned to us unused, and in their original condition (including packaging) within 7 working days of receiving your delivery. You must notify us in writing or by email of your intentions and reasons for returning the goods. Customers should make their own arrangements for returning such goods at their own cost. Please note, we do not arrange return for you or reimburse the cost of return. There is a restocking fee of 15% for goods returned undamaged and in resale condition. Damaged returns cannot be reimbursed.

Your credit sum will be valid for a period of 12 months against future purchases. In order to obtain credit you should place your new order online then notify us by email that you have a credit to use at which point we will refund your credit amount.

Please note: If you decide to return any items, 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 crediting the full cost. 

Should we agree to accept return of non-mixed to order goods after the 7 day period it will be on the basis that the goods are returned to us within 30 days of purchase in resale condition and will be held by us and advertised for resale for a period of 30 days. In the event the product is sold within 30 days a credit will be offered minus an administration fee of 25% against the products resold. No refund will be issued. Should the products remain unsold after 30 days they will be put back in to stock and resold and no credit will be offered or provided to you. You will not be able to arrange return or collection of the goods to you once they have been sent back to us under this agreement of understanding and any subsequent request for return, replacement or collection will be charged at full product cost plus delivery.         


Customers should contact us immediately if they wish to cancel their order. You are entitled to cancel within 14 days of receipt of your order. If an order is cancelled, it is the customers' responsibility to pay the return shipping fees. Please note, you have no right to cancel a mixed to ordered paint as these are bespoke products and are exempt from cancellation law. All paint on this site is deemed mixed to order unless it is specifically stated as ready mixed on the product at the time of 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 credit value. Mixed-to-order paints cannot be cancelled once mixed. 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 delivery and packaging charges. We also reserve the right to issue a restocking fee of not less than 15% of the goods value.  

If an order is not delivered (for whatever reason) after 2 attempts by the courier, the consignment will be returned to our warehouse and treated as a cancellation. A credit will then be issued minus the delivery charge, return delivery charge, administration fee and the cost sum of any mixed to order paints. Should you subsequently require a further delivery once goods have been returned to our warehouse you will be required to pay a further delivery charge and settle any return costs bourne by Paint Direct. 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.