Effective Date: 15th October 2023

At TRADE POINTS PAINTS, we stand behind the quality of every genuine Cuprinol, Dulux, Hammerite, Leyland Trade, Rust-Oleum, and Valspar product we supply. We understand that in trade and DIY projects, having the right materials is crucial. If you’re not completely satisfied with your purchase, our straightforward returns and exchanges process is designed with your convenience in mind.

Just as we are committed to supplying 100% genuine, professional-grade paints, we are equally dedicated to ensuring a fair and efficient resolution if your purchase doesn’t meet your expectations.

1. Our Returns & Exchanges Promise

We offer a 15-day return or exchange window from the date you receive your order. This gives you adequate time to inspect the products upon delivery and ensure they are correct and suitable for your project.

Key Policy Points:

  • Return Window: 15 days from delivery date.
  • Condition: Items must be unopened, in original sealed packaging, and in resalable condition.
  • Process: Contact us first to initiate a return and receive a Return Merchandise Authorization (RMA) number.
  • Refunds: Issued to the original payment method within 5-10 business days of receiving the returned item.
  • Exchanges: Subject to product availability. We will guide you through the simple exchange process.

2. Important Exceptions & Non-Returnable Items

Based on the nature of our products and to ensure safety and quality for all customers, the following items cannot be returned or exchanged:

Non-Returnable Products:

  • Opened or Used Paint Containers: For health, safety, and hygiene reasons, we cannot accept returns on any paint products (including all Cuprinol, Dulux, Hammerite, Leyland Trade, Rust-Oleum, and Valspar brands) where the original seal has been broken or the product has been used, tinted, or mixed.
  • Custom-Mixed or Tinted Paints: Any product that has been specially mixed to a specific colour code at your request is final sale and cannot be returned.
  • Damaged Goods Due to Incorrect Use: Products damaged after delivery due to improper storage, application, or use are not eligible for return.
  • Clearance or Special Purchase Items: These will be clearly marked as “Final Sale” at the time of purchase.

This policy aligns with industry standards for paint retailers and ensures we can maintain our commitment to supplying only fresh, genuine, and safe products.

3. Step-by-Step Return or Exchange Process

Step 1: Contact Our Team (Within 15 Days)

Email us at [email protected] with your order number and details of the item you wish to return or exchange. Please specify the reason (e.g., wrong product, damaged on arrival, change of mind on an unopened item).

Step 2: Receive Your RMA Number & Instructions

We will review your request and, if eligible, provide you with a Return Merchandise Authorization (RMA) number and detailed return instructions. Returns sent without an RMA number cannot be processed.

Step 3: Pack and Ship the Item

Securely pack the item(s) in their original packaging. Include a copy of your order confirmation or the RMA form. Ship the package to the address we provide. We recommend using a trackable shipping service.

Note: Original shipping costs are non-refundable. You are responsible for the cost of return shipping unless the return is due to our error (e.g., wrong item shipped) or defective product.

Step 4: Our Inspection & Resolution

Once we receive the item, our team will inspect it within 3-5 business days.

  • For Refunds: We will process the refund upon successful inspection.
  • For Exchanges: We will dispatch the replacement item as soon as possible, subject to stock availability.
  • For Ineligible Returns: If the item does not meet our return conditions, we will contact you to arrange for it to be shipped back to you at your cost.

4. Refund Timelines & Methods

Payment Method Refund Processing Time (After Inspection) How You’ll Receive It
Credit/Debit Card (Visa, MasterCard, JCB) 5-10 business days Credited directly back to your original card account. The time it appears on your statement depends on your card issuer.
PayPal 3-5 business days Returned to your PayPal balance.

We will notify you via email once your refund has been processed.

5. Damaged or Incorrect Items

If your order arrives damaged or you receive an incorrect item, please contact us within 48 hours of delivery. Provide your order number and clear photographs of the packaging and product. We will arrange a free return label and expedite a replacement or refund at no extra cost to you.

6. Return Request Email Template

To streamline your request, you may use the template below when contacting us.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear TRADE POINTS PAINTS Team, I would like to request a return/exchange for an item from my recent order. Order Number: [Insert Your Order Number] Order Date: [Insert Order Date] Product Name(s) & Code(s): [e.g., Dulux Trade Weathershield 5L, Code: XYZ123] Reason for Return/Exchange: [e.g., Unopened product, wrong colour sent, damaged on arrival] Please advise on the next steps and provide the required RMA number and return address. Best regards, [Your Full Name] [Your Phone Number – Optional but helpful]

7. Contact Us for Returns & Exchanges

For any questions or to initiate a return, please contact our dedicated customer service team:

Email: [email protected]
Subject Line: Please include “Returns” and your Order Number.
Response Time: We aim to respond to all inquiries within 1-2 business days.

TRADE POINTS PAINTS
87 Bene’t St, Cambridge, GB CB3L 7OG
Website: www.buydurablepaints.com

| Delivering genuine performance, from our secure checkout to your job site.

This policy was last updated on 15th October 2023.