Your order
1. Payment
An order between us is only formed once payment has been fulfilled by you for the order you have placed. A contract is only formed once delivery has been made to the delivery address supplied on the order or where you have amended the delivery address with the courier directly.
2. Order confirmation
You will receive an order confirmation via email with all your order details including your order number. Please make a note of this order number - it will be useful if you have to contact us.
3. Shipping notification email
If you have not cancelled your order with us, you will then receive a further email to notify you when your order has been processed and shipped. This shipping notification email will be sent on the day of shipment, but not necessarily at the exact time of dispatch.
4. Tracking your shipment
If your order is shipped via a tracked shipping service, within the shipping notification email you will receive an Order Tracking Number and a link to track your shipment via our courier’s shipment tracking service.
Cancellations
If you need to amend or cancel your order:
- Contact us immediately via phone on 01254 914 439 or by emailing our customer services team via helpteam@paintnutshome.co.uk
- You must quote your order number and state you wish to cancel your order
Orders that are not Custom-Made, which have been processed and dispatched, can be cancelled within 14 days of being received by you and must then be returned to PaintNuts within a further 14 days as per your consumer rights. This is at your own expense.
Our colour matched paints are custom made to order. At PaintNuts, we pride ourselves on our quick turnaround time for Custom-Made products. This does mean there is only a small window to cancel your order if it includes a Custom-Made product.
Although we will always try our best to assist you, if your order does include Custom-Made product(s) we cannot guarantee we will be able to stop your order in time to prevent it from being processed and dispatched. If the Custom-Made product has already been processed and dispatched, we will unfortunately be unable to cancel or refund this element of your order.
Orders that have been cancelled cannot be reactivated, so if you change your mind, please revisit our website and place a new order.
Returns and Refunds Policy
Colour Matched Paint Products
Please note that our colour matched paint products are custom made / tailor made to each customer’s individual order. We’re unable to resell these products. Therefore, our colour matched paint products (matched to a specific paint code / paint name) fall outside of our returns policy. Colour matched paint products cannot be returned or refunded unless the product is proven to be defective and this cannot be resolved. This applies to all paint products on our website that are mixed to match a specific paint code or colour.
Non-Colour Matched Paint Products
For non-colour matched paint products (such as primers, lacquers and accessories) PaintNuts offers a 30 day returns policy, which means a return must be initiated within 30 days of the goods being received by you, the buyer. Returns requested after the 30 day period will fall outside of our returns policy and will be ineligible for refund or replacement.
To be eligible for a refund, products must be returned in their original packaging, undamaged and in a resellable condition. If returned products are damaged or not in a sellable condition, your return may be ineligible for a refund. In some cases, a part refund may be applicable, at our discretion.
Refunds
Prior to a refund being issued, returned products will be inspected to ensure they are unused, undamaged and in a resellable condition. Refunds will only be processed following a satisfactory product inspection.
Where applicable, refunds will be processed within ten business days of the returned product(s) being received by us. The funds will be deposited back to you via the original payment method used to place your order.
To initiate a return
Please contact our Help Team via helpteam@paintnuts.co.uk to initiate a return, providing your order number and the reason for the return request.
Once a return is authorised by our Help Team, you can then follow the below instructions to return your product(s) to us.
Returning your product(s) to us
We’ve partnered with EVRi as our chosen courier partner to make the returns process as simple and reliable as possible. Please follow the instructions below to return your parcel, either by dropping it off at a nearby EVRi ParcelShop (No Printer, No Problem) or by arranging EVRi Home Collection (Printer Required).
Evri ParcelShop (No Printer, No Problem)
- Visit www.evri.com/return-a-parcel
- Select PaintNuts from the list of retailers and complete the online form providing your Amazon order number and email address
- Select ‘ParcelShop Drop Off’ as your chosen return method and follow the instructions
- Take your parcel to your local Evri ParcelShop
- Scan the attached QR code on the print-in-store device and follow the on screen instructions
Attach your printed returns label and hand the parcel to the store operative
Evri Home Collection (Printer Required)
- Visit www.evri.com/return-a-parcel
- Select PaintNuts from the list of retailers and complete the online form providing your Amazon order number and email address
- Select ‘Courier Collection’ as your chosen return method and follow the instructions
- Your label will be emailed to you for printing
- Print your label and attach to your parcel ready for your courier to collect at your convenience
Our returns address is:
PaintNuts
Controlla House, Unit 2
Chapels Park, Goose House Lane
Darwen
Lancashire
BB3 0EH
Please ensure you obtain and keep a tracking receipt and tracking number, as this might be required in case of a lost or damaged parcel.
To ensure the safe return of the merchandise, please package your item with care. Packaging returns with care reduces the chances of damage in transit and assists with the processing of the return.
Please ensure your return package includes your name, address and order number. Without this information, we may be unable to process your return and refund.
Costs of return shipping
Returning a product using one of the EVRi methods explained above will cost £3.99 including VAT. This cost is to be paid by you, the customer, to EVRi.
If the reason for return is deemed to be the customer's responsibility (e.g. you changed your mind or ordered the wrong product) then the cost of return shipping will be borne by you, the customer.
If the reason for return is deemed to be the seller's responsibility then you may be eligible to have the cost of return shipping refunded. Where applicable, we will refund up to a maximum of £3.99 including VAT for return shipping costs. Any costs of return shipping above this amount will be borne by you, the customer.