Care and attention goes into the creation of all our products at General Paints Group, and we want you to enjoy our products too. We strongly advise reading our returns policy in full before making a purchase on our website. Special Notice Regarding Returns — Please Read Before Purchasing Online Under European Law, the Consumer Rights Directive ensures a consumer’s rights are protected when you buy from businesses based in the EU, and it is our duty to inform you (Directive on Consumer Rights, Art. 6.1.k) that because all of our tinted paints are bespoke and made to the customer’s order, we cannot offer returns on our paint bought online (or in store).General Paints Ltd is exempt from the 14 day ‘cooling off’ period consumers usually have under European Law. This exemption can be found under the Directive on Consumer Rights, Article 16 sub C:“Member States shall not provide for the right of withdrawal set out in Articles 9 to 15 in respect of distance and off-premises contracts as regards the following:(c) the supply of goods made to the consumer’s specifications or clearly personalised.”The Consumer Rights Directive can be found on the EU website HERE. We strongly advise that customers order tester pots or A5 Real Paint Panels prior to purchasing cans of paint, as all sales are final.However, if your goods are late, or a problem is encountered with our paint, you are entitled to the following rights:
The Right To Cancel A Contract If Products Do Not Arrive Within 30 Days Of Order
All customers should receive the goods no later than 30 days from the date of purchase, unless for some reason an alternative date has been agreed. However, in the unlikely event that the goods are not delivered within this time frame, we advise contacting us as soon as possible to arrange another date for delivery that is suitable for you, or at this point you also have the right to cancel the contract and receive a full refund due to the delay.
Whereby the contract is cancelled due to delay in excess of 30 days, we are obliged to refund you any money that you have paid for products within 14 days of cancellation.
The Right To Return Something That Is Faulty
If you buy something through distance selling, such as online or over the phone, and it turns out to be faulty, then your consumer rights are the same as if you bought it in a shop.
However, it is important that our customers are made aware that the adhesion of paints and primers are subject to the surrounding conditions. Proper surface preparation is crucial to maximum finish performance. The durability of our products can be impaired by an unsound or poorly prepared surface. Surfaces must be clean, dry and sound before painting, and paint must be stored upright, in dry condition and away from freezing or close to freezing temperatures. We also strongly advise all users to refer to our most up-to-date application advice on the paint can you are using before application.
If for some reason you find a problem with any of our products, you are required to contact our Customer Support Executive. These conversations are dealt with personally and on a case-by-case basis in a very timely manner. Depending on the issue at hand, expert advice is sought from our chemists and technical team, and our Customer Support Executive will maintain contact with you throughout the investigation into the problem until any issues have been resolved—either through returns, refund, swap or simply expert advice on correct surface preparation, ambient temperatures and air flow for maximum finish performance.
Please contact us on firstname.lastname@example.org or phone +353 1 628 8224 if you encounter any issues.
A list of your rights when shopping online are available HERE.
If you are in doubt about any part of our returns policy, please do not hesitate to contact us on email@example.com or phone +353 1 628 8224 and we will be happy to help.