RETURNS
Please read this section carefully before making a return
If you are experiencing a problem with a product we have supplied, please contact us first to determine the nature of the problem and allow us to quickly remedy it for you.
Made-to-order Smart Paints
We are small family run company who produce specialised smart paints to order. The relatively short shelf life of these paints (6 months) means we do not hold ‘ready-made’ stock and customer orders are freshly made at the time of order.
We therefore regret that once paints have been produced to order and shipped, they cannot be returned.
We strongly recommend that samples are ordered and tested before hand to ensure the paints are suitable for your purposes or applications.
We also operate a free technical helpline to try and determine if our products are suitable for any given purpose.
Smart Powders
Smart powders are provided in various weights and supplied in clear double-sealed bags.
We therefore regret that once powders have been opened, they cannot be returned.
We strongly recommend that samples are ordered and tested before hand to ensure the powders are suitable for your purposes or applications.
We also operate a free technical helpline to try and determine if our powders are suitable for any given purpose.
All Other Products
If you are dissatisfied with a non-paint or a non-powder based product you have purchased from us, then providing the item is undamaged and unused, you may return the item within 30 working days of receipt for a full refund or replacement .
General
If you are experiencing a problem with an item we have supplied, please contact us first and allow us to quickly remedy the problem for you.
If you receive an item that has been damaged in transit, please let us know within 3 days of receipt. Notifications after this time will not be accepted.
If you order a product and then find you ordered the wrong item, please contact us upon receipt of the goods so we can help resolve the mistake.
Please note: Any product produced on a made-to-order, special order or bespoke order basis cannot be returned for a refund.
Returns Procedure
IMPORTANT: All returns require an Prior-Authorisation before being shipped back to us.
To obtain authorisation for a return, please contact us first to explain the reason a return is being requested or advise us of a problem with item received. Once your return has been authorised then you may send the item back along with brief cover note explaining the reason for the return along with a note of the original sales order reference number (or copy of the original invoice). We recommend you send any return by recorded post.
Customers are responsible for the return delivery cost of any goods for refund or replacement, unless the product is faulty in which case we will stand the cost of the return postage.
PLEASE NOTE: Products returned without prior return-authorisation will be disposed of in an appropriate manner and no refund made.