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 be aware that all our paints (except for sample pots) are custom-tinted to your specific order. This means they are non-refundable and non-returnable, except in cases of proven defects or damage upon delivery. Due to the tinting process, slight variations in shade may occur - this is a natural characteristic of the product, and while we strive for colour consistency, we cannot guarantee that different batches or repeat orders will be an exact match.
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.
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 will not be accepted.
Returning Damaged Products
Due to the nature of paint, occasional dents or leaks may occur in transit despite our careful packaging and handling.
If your order arrives damaged or leaking, please take clear photographs of the packaging, contents, and delivery label (including tracking details) immediately, and contact us through the Contact Us page.
Please note: small dents or indentations in metal tins are a normal result of transport and do not affect the quality of the paint.
For minor leaks that do not compromise the tin’s seal or the usability of the paint, we offer a 10% goodwill refund. If the paint has leaked to the point that it cannot be used, we will arrange a prompt replacement once photos are reviewed.
As paint is a delicate product, returns can only be accepted if the tin is sent back in its original packaging - please be sure to keep it. We also recommend taking photos before sending items back. Please be aware that insufficient or improper packaging that causes further damage in transit may result in additional costs to the customer.
