Return &
Exchange Policy

A refund may be available when an eligible product is returned because you have changed your mind, the item is faulty, the item is not as described, the wrong item was supplied, or there is another valid reason covered by your consumer rights or the circumstances of the order.

We look at the actual situation rather than treating every return in exactly the same way. This matters because a sealed, unused standard product is different from a product that has been opened, used, altered or specially prepared for an individual order.

For products bought online, consumers normally have a statutory cancellation period. Where that right applies, you should tell us within 14 days of receiving the goods that you want to cancel the purchase.

After telling us that you want to cancel, the returned goods should normally be sent back within the applicable return period. The product should be kept in good condition while you are deciding whether to keep it.

You can handle an item to the extent reasonably needed to check its nature, characteristics and how it works, in much the same way you would when looking at a product in a shop. If the product has been used beyond that level and its value has been reduced, the refund may be affected where the law allows this.

If a product arrives damaged, is faulty, is not of satisfactory quality, is not fit for its intended purpose, or does not match the description given when you bought it, please contact us as soon as reasonably possible.

Depending on the problem, the appropriate solution may be a refund, repair, replacement or another remedy available under applicable consumer law.

• Damaged on arrival: tell us what happened and provide clear photographs where possible so we can understand the condition in which the product arrived.
• Faulty product: explain the problem and how the product was being used. We may need to inspect the item before deciding the most appropriate remedy.
• Not as described: if the product materially differs from the description or specification shown at the time of purchase, contact us so we can review the order.
• Wrong item supplied: if the item received is not the item ordered, contact us before using it and we will review the correction or return arrangement.

We want every order to arrive with the products shown on the order. If something is missing or the wrong product has been supplied, please contact us promptly rather than buying a replacement before we have had a chance to check the order.

Not every return automatically results in a refund. A refund may not be available for a change-of-mind return where an applicable legal exception applies, or where the product has been altered or used beyond what is reasonably needed to inspect it.

• The product has been substantially used after delivery and the issue is simply a change of mind.
• The product has been damaged after delivery through misuse, improper handling, incorrect storage or an action unrelated to a fault that existed when supplied.
• The product has been altered, modified, mixed, cut, filled, diluted or otherwise changed from the condition in which it was supplied, where this affects the return.
• A standard product has been returned without the required accessories or components and those missing parts have reduced its value, where the law permits a corresponding adjustment.
• A product was made or prepared specifically to an individual specification and the applicable cancellation exception applies.
• The customer is returning an item solely because the expected result was different from their own choice of colour, finish or application method, where the product itself matches the order and is not faulty or misdescribed.

These points do not remove any statutory rights that cannot legally be excluded or restricted.

Paints and coatings need a little extra care because some products may be selected, tinted or prepared for a particular specification. A product that has simply been chosen from the standard range is treated differently from one that has been specially prepared to the customer’s individual requirements.

If you are unsure whether a colour, finish or product has been specially prepared, please contact us before opening or using it.

Please contact us before sending a product back. This gives us the chance to check the order, understand the reason for the return and tell you what needs to happen next.

For a normal change-of-mind return, please keep the product in the condition you received it and take reasonable care of it while it is with you.

• Keep the original packaging where reasonably possible.
• Do not use paint, coatings, tools or accessories beyond what is reasonably needed to inspect the product if you are considering a change-of-mind return.
• Keep lids, containers, accessories, manuals and other supplied parts together where applicable.
• If the product is damaged or faulty, do not attempt a repair or modification before contacting us unless doing so is reasonably necessary to prevent further damage or danger.
• For a faulty, damaged or incorrectly supplied product, the fact that it cannot reasonably be returned in its original condition does not by itself remove statutory consumer rights.

Once an approved return has been received and the refund has been confirmed, our normal target is to process the refund within 5 working days.

Refunds are normally sent back using the original payment method. After we process the refund, the time it takes to appear in the customer’s account can depend on the bank or payment service.

Where a different statutory refund deadline applies, the refund will be handled in accordance with the applicable legal requirement. For online cancellations, UK guidance states that refunds are generally due within 14 days of receiving the returned goods or appropriate evidence of return, subject to the relevant rules. :contentReference[oaicite:1]{index=1}

This policy is intended to explain our normal return, exchange and refund process in plain language. It is not intended to remove, reduce or replace any consumer right that applies by law.

We cannot take responsibility for damage that happens after delivery because a product has been used incorrectly, stored improperly, modified, mixed, diluted, repaired or otherwise handled in a way that is inconsistent with the product information or ordinary use.

We also cannot treat a customer’s personal preference as a product fault where the item supplied matches the order. This can include choosing the wrong colour, finish, size or quantity, unless another legal right applies.

Refund processing estimates describe the time we normally need once a refund has been approved. They do not control the separate processing time of a bank or payment service.

If a return involves circumstances that are not covered clearly by this page, we will review the order and explain the available options rather than automatically refusing the request.

• Nothing on this page is intended to exclude statutory consumer rights.
• A return does not automatically mean a refund where the law allows another remedy or where a legal exception applies.
• Faulty, damaged, incorrectly supplied or materially misdescribed products will be reviewed according to the circumstances and applicable consumer rights.
• Any later return after the first eligible return may have different delivery arrangements, which will be discussed before proceeding.

If you need to return an item, request an exchange, report a damaged product or ask about a refund, please contact us with your order details where available.