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Returns & Damages

Returning Items

You can return any unused item to us in its original condition for a full refund or exchange if you have informed us within 14 days of receiving your goods. You must return your goods to us within 14 days of informing us for a full refund. Your right to return does not apply to bespoke products such as mixed paint which is made to order.

Please email us at sales@paint-direct.co.uk to confirm your intent to return supplying your order number and details of the product to be returned. If required, we can arrange collection via our preferred courier, where a charge will be payable by you for this service. Alternatively, you can arrange a courier of your choice to return your order. On receipt of the goods in its original condition a full refund will be made.

Please note if you decide to return any items, please insure against loss and damage. We cannot accept any responsibility for items that are lost in transit, or damaged upon arrival. Damaged returns cannot be reimbursed.

Please return your items to:

PAINT Direct
Unit 37
Brickfields Business Park
Gillingham
Dorset
SP8 4PX

If your item is damaged, please notify us within 48 hours of receipt by contacting our customer services team and supply your order reference number. We will help you to liaise with our courier service.

Please be aware we do not offer refunds for dented tins that have occurred in transit.

We do not offer insurance against or accept responsibility for damages or leakages occurred in transit. In the unlikely event that a parcel is leaking, you will be required to liaise directly with the courier.

If your item is faulty, please notify us within 48 hours of receipt by contacting our customer services team who will look at the problem as quickly as possible. Items should be returned to us at your own expense.

For any colour discrepancies, please refer to our Colour Accuracy Statement in the first instance.

Depending on the circumstances, you may be entitled to a replacement or refund. If your replacement item is not in stock, we’ll contact you to offer you an alternative option.

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 no less than 7 days to contact our courier. We will endeavour to retrieve and redeliver the goods as soon as possible; however, we are entitled for this to take up to 30 days. Please be aware we do not accept liability for costs of any other loss that may occur due to non delivery of goods.

If the goods have been signed for on your behalf at another address it will be your responsibility to retrieve the goods.

If you would like to cancel your order, please contact us immediately. Mixed to order paints cannot be cancelled once they have been mixed. Please be aware that mixing may take place immediately after your order is placed.

Once goods have been dispatched it is not possible for us to stop them from being delivered. It therefore becomes the customers responsibility to return them. Orders which have been dispatched that are subsequently cancelled or refused will be subject to a deduction of all delivery and packaging charges.

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 refund will then be issued minus the delivery charge, return delivery charge and the price paid for any mixed to order paints.

Refunds can only be made to the original payment method you used to place your order.

  • Refunds to card can take 2-5 working days
  • Refunds to PayPal can take 5-10 working days

If you have not received your refund within this time, please contact us.