Returns, Refunds & Exchanges

We want you to be 100% happy with your online purchase and our service.  Shop with confidence with our 100% Satisfaction Guarantee, if you are unhappy with our service we will offer you a refund or replacement. All we ask is that you follow the information below to help us assist you more easily. 

Changed your mind?

If you buy a product online from us, you may cancel your order* (or any part of it) for any reason before delivery or within 28 days after delivery (excluding weekends and bank holidays) by calling our Customer Services on 01948 665353 quoting your order number (your order number can be found on your order confirmation e-mail or packing slip with your delivery). Alternatively you may e-mail us at customercare@coloursupplies.com stating your order number, name, address and the reason for the return. Items must be unused, in the original packaging, and suitable for re-sale. 

We can email you a pre-paid returns label for you to take the parcel(s) to your nearest DPD pick up point when convenient for you. You will receive a refund of the price paid for the item, less the returns postage of £7.93, on its safe return back to us.  

Alternatively you may return the item at your own expense for a full refund. If doing this please use the following address: "Internet Returns, Colour Supplies, 1 Mill Street, Whitchurch, Shropshire SY13 1SE", and please ensure you have proof of posting as we will not refund if a parcel does not arrive with us and there is no proof of posting. Again, please note that items must be unused, in the original packaging, and suitable for re-sale. Please state your reason for returning.
We are unable to accept responsibility for loss or damage to item(s) in transit.

For items sent direct to you from our suppliers we reserve the right to charge the full price of returning the item via their shippers, which will be considerably higher. You can expect to pay around £20 in these circumstances but will be notified of the cost prior to organising a return.

*Tins of paint that have been opened, or mixed to order (Dulux Heritage paint), are excluded and cannot be returned.

Faulty or damaged products

If a product you purchase online is faulty, we may offer a repair, exchange or refund as appropriate in accordance with your legal rights. You can view our Guarantee Information here.

We realise that if you have ordered an item online that appears to be faulty it can be frustrating. We have a call back service whereby you can call our Customer Services on 01948 665353 and they will organise our in-house specialist for the product in question to call you back, as soon as possible, to see if the problem can easily be rectified over the telephone. For instance, if you cannot start your new lawnmower or you have a question about the instruction manual, there may be an easy explanation that one of our knowledgeable staff can talk you through, or it may be that there is a part missing. Let us know and we can get the manufacturer to send the part to you directly more quickly than having the item collected and redelivered.

If, however, a product purchased online does have a fault that cannot be easily rectified or is damaged, we can arrange collection of the item and re-delivery or a refund. In these circumstances you will not be charged any collection charge. Call us on 01948 665353 quoting your order number (your order number can be found on your order confirmation e-mail or packing slip with your delivery). Alternatively you may e-mail us at customercare@coloursupplies.com stating your order number, name, address and the reason for the return. We may telephone you to discuss the problem under our call back service. It would also be helpful if you can send pictures of a damaged item when you initially contact us, as we will need to investigate these occurrences.

Please ensure that the item/s has/have been boxed (either original or other) ready for the courier to collect on the arranged date.

Exchanges

We would ask that you check sizing carefully before purchasing, but if you have bought the wrong size,  contact us to let us know you are returning an item (see returns information above) and re-order the correct item.

This policy does not affect your statutory rights. Online purchases are covered under The Consumer Protection (Distance Selling) Regulations 2000.

Non delivery of item

We reserve the right to retain the cost of £23.91 from your payment, where delivery has not been successful, and the order is returned to us. This is based on DPD making every attempt to deliver and no further instructions being forthcoming from the customer, and the subsequent cost to us. Under these circumstances you will need to place a new order if still required.

For shop purchases

Items purchased in store may be returned within 28 days in the condition that they were purchased in - unused and in the original, unopened, packaging. You must also have your till receipt for a full refund. Please contact/visit the store you bought the item(s) from directly. 

Some special order lines, eg Furniture, may incur a re-stocking fee if returned/cancelled.

This policy does not affect your statutory rights. Purchasing items in store is subject to regulations under The Consumer Rights Act 2015.