Effective Date: 15th October 2023
At TRADE POINTS PAINTS, we are committed to supporting trade professionals and dedicated DIYers with genuine, high-performance paints from leading brands. Our shipping and returns policies are designed to provide clarity, fairness, and efficiency, ensuring you can focus on your project with confidence.
1. Shipping Information
We deliver globally (excluding some remote regions and parts of Asia). All orders are processed securely and dispatched from our warehouse in Cambridge, UK.
Order Processing & Delivery Timelines
Order Processing: 1-2 business days after payment confirmation.
| Shipping Method | Cost | Transit Time (After Dispatch) | Carrier & Notes |
|---|---|---|---|
| Standard Shipping | £12.95 | 10-15 business days | DHL or FedEx. Tracked and insured service. |
| Free Shipping | FREE on orders over £50 | 15-25 business days | EMS (Economy Mail Service). A cost-effective solution for larger orders. |
Please note: Transit times are estimates and may vary due to customs, weather, or carrier delays. You will receive tracking information once your order is dispatched.
2. Our Returns & Exchanges Promise
We stand behind every genuine Cuprinol, Dulux, Hammerite, Leyland Trade, Rust-Oleum, and Valspar product we supply. If you are not satisfied, we offer a straightforward 15-day return or exchange policy from the date of delivery.
Key Policy Summary
- Return Window: 15 days from the delivery date.
- Condition: Items must be unopened, in original sealed packaging, and in resalable condition.
- Process: Contact us first to obtain an RMA (Return Merchandise Authorization) 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 process.
3. Important Exceptions: Non-Returnable Items
To ensure safety, quality, and hygiene for all our customers, the following items cannot be returned or exchanged:
- Opened or Used Paint Containers: Any product where the original seal has been broken, or the paint has been used, tinted, or mixed. This applies to all brands we supply.
- Custom-Mixed or Tinted Paints: Products specially mixed to a specific colour code at your request are final sale.
- Goods Damaged After Delivery: Products damaged due to incorrect storage, application, or use after delivery.
- Clearance or Special Purchase Items: Clearly marked as “Final Sale” at the time of purchase.
This policy aligns with industry standards and guarantees we supply only fresh, genuine, and safe products.
4. 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. Please specify the reason (wrong product, damaged on arrival, change of mind on an unopened item).
Step 2: Receive Your RMA Number & Instructions
We will review your request. If eligible, we will provide a Return Merchandise Authorization (RMA) number and detailed return instructions. Returns sent without an RMA 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 to the address we provide using a trackable service.
Note: Original shipping costs are non-refundable. You are responsible for return shipping costs unless the return is due to our error (wrong item shipped) or a defective product.
Step 4: Our Inspection & Resolution
Upon receipt, we will inspect the item within 3-5 business days.
- For Refunds: Processed upon successful inspection.
- For Exchanges: Replacement dispatched promptly, subject to stock.
- For Ineligible Returns: If conditions aren’t met, we will contact you to ship the item back at your cost.
5. 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. You will receive an email notification from us once processed. |
6. 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.
Contact Us for Shipping & Returns
Email: [email protected]
Subject Line: Please include “Returns” and your Order Number.
Response Time: We aim to respond within 1-2 business days.
Address: TRADE POINTS PAINTS, 87 Bene’t St, Cambridge, GB CB3L 7OG
Website: www.buydurablepaints.com