Returns & Refunds Policy

Your rights when it comes to returning an order, and how mixed-to-order paint is treated differently.

Last updated: 20 August 2026

Whatever you order, your statutory rights under the Consumer Rights Act 2015 always apply — if something arrives faulty, damaged or not as described, you're entitled to a repair, replacement or refund regardless of anything else on this page.

Standard & Accessory Items

For standard stock items and accessories (i.e. anything not mixed to your own colour specification), you have the standard 14-day right to change your mind under the Consumer Contracts Regulations 2013. You have 14 days from delivery to tell us you want to cancel, and a further 14 days to send the item back, in its original condition, at your own cost unless it's faulty.

Mixed-to-Order Paint

This colour is mixed to order and cannot be returned, refunded or exchanged once mixing has started — except where it's faulty or not as described.

Because your paint is mixed to your own colour and finish specification, it's excluded from the standard 14-day cancellation right under regulation 28(1)(b) of the Consumer Contracts Regulations 2013, which covers goods made to a consumer's specification or clearly personalised. This doesn't affect your statutory right to a repair, replacement or refund if your paint is faulty or doesn't match what you ordered.

Faulty or damaged items

If your order arrives faulty, damaged, or different from what you ordered, contact us as soon as possible with your order number and, where you can, a photo. We'll arrange a repair, replacement or refund.

How refunds work

Approved refunds are issued to your original payment method via Stripe, usually within 5–10 working days of us confirming the refund.

Need help with an order?

Our team is happy to help with returns, refunds, or any questions about an existing order.