Returns / Cancellation

RETURNS:

If you are not happy with your purchase for any reason, you can return it to us and we will refund you with the amount you paid for that item. *This excludes paint that has been mixed specifically for the customer. The shopper can inform us by email or post and return the product within seven days of the contract, or seven days of receipt of the goods (whichever is the longer). working days from the day after receipt. Return of the item is the customer’s responsibility and they will pay for any delivery costs back to Palatine Paints & Chemicals Ltd. Please ship back to us in the same packaging as when it was received of packaging of the same quality.
Returns must be made within 30 working days of delivery.
We will refund you once the product has been received by us and is judged to be in sellable condition. You should allow up to 7 days from receipt by us of your returned goods for your refund to be processed. We will normally refund you using the same payment method that you used to purchase the goods.

Postage and packaging charges incured by Palatine Paints & Chemicals Ltd will not be refunded on the return of products that are not faulty. This includes orders that have had free delivery on the items as the value was over £75.00. The usual delivery charge incurred is £9.95, but may be more on heavier items. This means you will be credited the amount for the products minus the delivery charge to us.

This does not affect your statutory rights.


MIXED PAINT:

We are unable to accept any returns for paint that has been mixed for the customer in any capacity. This is due to the fact that we will be unable to sell that product again as that colour is specific to the customer that ordered it. Please ensure you have selected the correct colour before ordering and ask to be sent a colour swatch in the post if you are not sure. We are not responsible for any views we express regarding colours and any advice we give, it is your responsibility to select the correct colour. If you are choosing a colour from the computer screen remember the resolution on computer monitors can differ depending on the make and model.


CANCELLATION:

Please note that you are entitled to cancel any contract completed with us at any time before the item has been despatched by us.
If you do cancel a contract, then you must notify us in writing by sending an email to sales@palatinepaints.co.uk or a letter to 55 Smallbrook Lane, Leigh, Lancashire, WN7 5PZ.

DAMAGED OR FAULTY GOODS:

We employ professional carriers. Nevertheless, you must examine goods on arrival before signing for it. We will refund the full purchase price including postage and packing of an item which is delivered in a damaged or faulty condition. We may require photographic evidence of the damaged product.
Alternatively, at your option, we will replace the item with the same or a similar product (subject to stock availability).
If a product is damaged or faulty, please contact us at once and no later than 30 working days of receipt, and we will arrange a refund or replacement as you request.
Sometimes the product specifications from the manufacturer may change, in which case, if you request a replacement, we will do our best to offer you a substitute of the same or better quality at the same price. If you are not happy with the replacement, you can return it in accordance with our returns policy as outlined above under returns.
Please allow 7 days from receipt by us of your item for your refund to be processed or replacement item despatched.
We reserve the right to refuse to issue a refund/replacement item and to recover the cost of the returns delivery from you in the event that the item is found to have suffered damage after delivery or has been misused or used other than in accordance with the instructions or if the problem is due to normal wear and tear. This does not affect your statutory rights.

SHORTAGES / MISSING ITEMS:

Palatine Paints & Chemicals Ltd must be informed of any missing items from an order within 7 working days of delivery. The customer should check their order immediatley upon delivery to ensure all items are present. If notified after 7 working days, we will not be able to provide any additional items.

RETURNING GOODS THAT BRING YOUR ORDER VALUE TO BELOW FREE DELIVERY LEVEL:

If the customer returns goods from an order where they received free delivery as the order was over £75, and return part of the order that bring the order value to below £70, We will refund the price of the returned goods minus the delivery charge of £9.95. This covers the companies costs as the courier charges that price, and for orders below £75, the company may actually make a loss on the order if the company pays this fee . This is the same for returning complete orders for a refund when the customer has received free delivery or has paid for delivery as the order was under £75. The order will be refunded minus the delivery charge as we still have to pay this.

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