Returns & Cancellations
At Paint & Papers, your satisfaction is our priority. If you experience any issues with the products you’ve ordered, please reach out to us via the Contact Us page, and we will be happy to assist you.
Custom-Tinted Paints
Please note that all of our paint is non-returnable and non-refundable, except where the product is found to be faulty or damaged on delivery, or in the case of sample pots.
Please note that products which have been tinted are defined as "Customised Products" under the Distance Selling Regulations and cannot be refunded.
All of our paints are tinted to order, meaning each tin is mixed fresh to your chosen colour and finish at the time of purchase. This made-to-order process supports quality control, consistency of formulation, and ensures the best possible performance of the paint when applied.
Sample Pots
We recommend ordering a sample pot before committing to a full-sized tin, as colours viewed on screen may differ from the actual product. Sample pots are available for you to test in your space before making a larger purchase.
If you need to return sample pots, please make sure they are sealed and unused. A small 10% restocking fee will apply, and return shipping costs are covered by the customer.
Wallpapers
For a consistent result, we recommend ordering all the rolls you need in one batch, as traditional printing and real paint can lead to gentle variations between print runs. It’s always best to add an extra roll to allow for trimming, pattern matching, or any mistakes during hanging.
Unopened rolls can be returned except for Archive papers, which are made to order and are therefore not-refundable.
If you would like to return an unopened wallpaper, please request a return within 14 days from the day of delivery for a refund (less the £8.95 shipping fee + 5% restocking fee based on the value of the return).
Wallpapers are coloured with richly pigmented paints, though shades may appear slightly different on paper than on walls. To be certain it’s the right choice, we recommend ordering a free sample before making your final selection.
Cancellation Policy
As our paints are tinted to order, cancellations may not always be possible. We aim to dispatch all orders placed before 12pm on the same day, so cancellations must be requested by noon on the day the order is placed. Requests made after 12pm may not be accepted.
Returning Damaged Products
Paint is a delicate product and, notwithstanding careful packaging and handling, minor cosmetic damage to containers or limited leakage may occasionally occur during transit.
If goods are received in a damaged or leaking condition, customers are required to notify us within 10 days of the delivery date. To enable assessment and, where applicable, escalation to the courier, customers must provide clear photographic evidence of the outer packaging, the tin(s), and the delivery label, including tracking details. Photographs must be taken immediately upon receipt and submitted via our Contact Us page. Notifications made outside this timeframe cannot be raised with the courier and may therefore limit our ability to offer a refund or replacement.
In line with the Consumer Rights Act 2015 (Section 9), the quality of goods is assessed by reference to their state and condition as supplied. Accordingly, the product supplied is the paint itself, rather than the external packaging. Minor dents, scuffs or indentations to metal tins are a foreseeable consequence of transportation and, where the paint remains intact and usable, do not affect its quality, performance or fitness for purpose. Cosmetic damage to packaging alone does not constitute a fault.
Where a minor leak has occurred but the tin remains sealed and the paint is fully usable, we may, at our discretion, offer a 10% goodwill refund. Where leakage has compromised the seal or rendered the paint unusable, a replacement will be arranged, subject to review and approval of the photographic evidence provided.
Due to the nature of paint as a liquid product, any agreed return must be made using the original packaging, sufficient to protect the goods during transit and allow proper assessment. Customers are advised to retain all packaging until the order has been inspected and confirmed as satisfactory and to photograph the goods prior to return. In accordance with the Consumer Rights Act 2015, any damage arising from inadequate or inappropriate repackaging may prevent assessment of the goods and may affect our ability to offer a refund or replacement.
