Returns Policy

Returns & Project Guarantee

We want your project to be a success. If something isn’t right, here is how we can help.

⚡ The "Need to Know" Summary

• Standard Items: 14-day return window for unopened, stock items.
• Bespoke & Tinted Paint: As these are custom-mixed for you, they cannot be returned unless faulty.
• Usage is Acceptance: Please check your color with a test patch. Once you paint the wall, we cannot offer a refund or replacement for color choice or performance.
• Liability: Our liability is limited to the cost of the paint; we do not cover decorator fees or labor costs.
• Opened tins: We are unable to accept returns on opened tins of paint/primer.

1. I’ve Changed My Mind

If you have ordered a stock item (unopened primers, tools, or white paint) and no longer need it, you have 14 days from delivery to notify us.

Return Option	Cost	Benefit
Option A: Store Credit	£9.95 per label*	Faster processing & lower fee.
Option B: Full Refund	£19.95 per label*	Refunded to your original payment method.
Option C: Self-Arranged	At your cost	You choose the courier.

*A "label" is defined as 2 x 5L tins OR 1 x 20L tin, and any extra courier labels needed.

How to return:

1. See Packing Guide at the bottom of the page.
2. Ensure items are sealed. If you arrange your own courier, you are responsible for any damage during transit.
3. Refund Timing: We inspect all returns every Tuesday. Your refund or credit will be processed within 14 days of arrival.

2. My Order is Damaged or Faulty

If there is an issue with your delivery, please take photos immediately. We cannot process claims without photographic evidence.

Reporting Windows:

• Leaks or Transit Damage: Report within 48 hours.
• Missing Items: Report within 3 days.
• Quality Faults: Report within 30 days.

• Leaking: DO NOT RETURN. Send us photos and the batch number. We will instruct you on how to dispose of it locally and ship a replacement immediately.

3. Performance & Quality Technicalities

To ensure your paint performs as expected, please note:

• System Guarantee: We only guarantee adhesion if our recommended primer was used, it was used on the correct surface and applied and prepared correctly.
• The "Under-filled" Myth: Our tins are oversized to allow for the addition of colorant and mechanical mixing. Please check the weight of the tin rather than the liquid level.
• Color Matching: Slight variations can occur. It is only considered a fault if the color is fundamentally incorrect or from a mismatched batch.
  
  

Shipping 

To return your product, you should mail your product to: 

Premium Paints Limited

Ashvale Road, 

Tuxford

Nottinghamshire

NG22 0NH

You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. You are responsible for ensuring the product arrives safely with us if you opt to return the items yourself.

 

📦 Packaging Guide

To ensure our paint arrives in perfect condition and to streamline our returns process, all customers must adhere to the following packing standards. Failure to include the Order Number on the exterior of the package will result in processing delays.

🖌️ 🔄 Returns Guide: How to Pack Your Return

To ensure your return is processed quickly and to prevent messy leaks during transit, please follow these packing instructions. Please note: Returns without a visible Order Number on the outside of the packaging may face significant processing delays.

🎨 1. Secure Your Paint Tins

Paint is heavy and pressurized during transit. Even if the tin has been opened, it must be resealed perfectly to be eligible for a refund.

• Seal the Lid: Ensure the lid is hammered down flat and level.
• Tape/Clips: Use heavy-duty tape (duct tape or packing tape) to secure the lid to the tin in a "cross" pattern. If the tin originally came with metal clips, please ensure these are reapplied.
• The 5L Rule: 5L tins must be returned in their original box with the cardboard internal buffers placed on either side. This prevents the tin from moving and the lid from popping.
• The 20L Rule: Ensure the locking ring is fully tightened and taped.

🛠️ 2. Accessories

• Brushes & Rollers: Must be unused and in their original packaging.
• Packaging: Use a suitable mailing bag or box. For metal items (scrapers/trays), please use a box to prevent the item from piercing the packaging.

🆔 3. Labeling Your Return (Most Important!)

Our warehouse processes hundreds of items a day. To help us find your account and issue your refund faster:

1. Write your Order Number (e.g., #12345) in large, clear text on the OUTSIDE of the box/tin.
2. Use a thick permanent marker or a printed label.
3. Ensure the number is easily visible without our team having to open the package first.

⚠️ Important Damage Notice

If a return arrives at our warehouse leaking or damaged due to poor packaging (e.g., missing cardboard buffers or unsecured lids), we may be unable to issue a full refund. Please take a moment to ensure everything is "courier-proof" before sending.