Customer Service - Returns & Refunds
Returns and refunds policy
This policy outlines our terms for processing product returns or refunds if you are a consumer. Please click on one of the links to go directly to the section you require.
- Returning the product because it is faulty
- Returning the product because you’ve changed your mind
- The Dulux Promise
- Dulux Trade Sample pot refunds offer
- Products that cannot be returned to us
Returning the product because it is faulty
If any product you purchase is damaged or faulty upon receipt, or if a fault becomes apparent within a reasonable time of your receipt of the products (providing such fault is not a result of your negligence), or if a product has been misdescribed, we may offer a replacement product or refund as appropriate, in accordance with your legal rights.
If you believe this to be the case please return it to one of our stores and, if appropriate, we will provide a full refund to the price you paid for the goods or offer you an exchange. We may also ask you some further questions to help us understand the root cause of the fault.
If you purchased the product online at duluxdecoratorcentre.co.uk or over the telephone, please contact our Customer Service team on 0330 587 1800 who will be able to assist further.
In most cases we will ask that you return the product to one of our stores, particularly in the case of a product fault or unacceptable quality issue. This is so we can conduct some product investigations and find out what went wrong.
PLEASE DO NOT ATTEMPT TO RETURN PRODUCTS BY USING THE ROYAL MAIL OR ANOTHER POSTAL OR COURIER PROVIDER.
Returning the product because you’ve changed your mind
If you change your mind, you can return or exchange unwanted items up to thirty (30) calendar days after purchase. We’ll be happy to replace or refund your purchase if it complies with the terms covered in this policy.
We’ll be happy to provide a full refund to the same method of payment used in the original transaction, providing it complies with these criteria:
- You have proof of purchase, such as a receipt or delivery note
- It is within 30 days of purchase
- The product is unopened, unused and in a resaleable condition, unless the product is faulty
- The product is not made to measure or bespoke (see ‘Products that cannot be returned to us’ section).
Please visit the Dulux Decorator Centre where you originally purchased the products, or if you purchased the product online at duluxdecoratorcentre.co.uk or over the telephone, please contact our Customer Service team on 0330 587 1800, who will be able to assist further.
Cancellation
Your legal right to cancel a Contract starts on the date the products are dispatched. Your right to cancel the Contract ends after thirty (30) calendar days from the day after the day you receive the products. Cancellation of a Contract is effective from the date of your return store visit or phone call. You may wish to keep a copy of your cancellation notification for your own records.
You may cancel your Contract provided that the products are in their original condition (including packaging where it forms part of the products, for example boxed brushes), paint cans have not been opened, and any seals on the products remain unbroken. You cannot cancel your Contract in respect of products that are made to measure or bespoke (see ‘Products that cannot be returned to us’ section). For the avoidance of doubt, paint mixing products are not considered bespoke products.
You have a duty to take reasonable care of the products whilst they are in your possession. Where you have failed to take reasonable care of the products, we reserve the right to refund you less any amounts due by way of compensation to either repair the products or to cover any loss. For paint cans that have been opened, we reserve the right to not issue a refund.
If you cancel the Contract before delivery of the products then you will receive a refund of the price paid of the products and any applicable delivery costs. If you cancel the Contract after receipt of the products, you will receive a refund, less any applicable delivery costs, and we will provide instructions for returning the products, including strict packaging requirements. Please note that a charge of £4.99 for the return of the products may be deducted from your refund.
PLEASE DO NOT ATTEMPT TO RETURN PRODUCTS BY USING THE ROYAL MAIL OR ANOTHER POSTAL OR COURIER PROVIDER.
We will process any refund due as soon as possible and within thirty (30) calendar days of notice of termination of the Contract. If you have a trade account with us, the value of your refund should appear in your order history within 48 hours. If you do not have a trade account with us, your bank may take between five (5) and ten (10) days for the value to show up in your account.
Please note that if you return products that are outside our returns policy or if you don’t have proof of purchase, we will be unable to process a refund. Please keep your receipt or delivery note safe.
Further advice about your legal right to cancel the Contract is available from your local Citizens’ Advice Bureau or Trading Standards office.
The Dulux Promise
We promise our Dulux paint will give you the perfect colour with a uniform finish and the coverage stated, or we’ll replace it.
If you decide that you are unhappy with a Dulux Paint product, you may be entitled to a replacement if it is covered by the Dulux Promise.
We stand by the promise to ensures you always:
Find the perfect colour
We recognise that choosing the perfect colour isn’t always easy. In the unlikely event that you don’t love the final colour, we will replace it under the Dulux Promise.
Get a uniform finish
When you paint a wall, you want a good finish. Our paints will give you an even uniform finish without patchiness.
Get the Coverage stated
You can be confident in the covering power of our paints. Dulux paint will give the coverage stated in our product information on the tin.
If your Dulux product is covered under the Dulux Promise Guarantee, please visit dulux.co.uk/promise for further terms and conditions.
Dulux Trade Sample Pots offer
We appreciate that choosing the right paint colour can take time and that sampling before you buy is usually what’s required before settling on a desired colour.
So, for our Dulux Trade Sample Pots, we will refund the cost of the sample pot when you place an order for any full-sized tin of Dulux Trade walls or ceiling paint. Full-sized refers to any 1 litre, 2.5 litre, 5 litre, 7.5 litre or 10 litre tubs, depending on what is available in the paint type you require.
The discount will still apply even if you choose a different colour to your original sample pot.
The discount does not apply to other Dulux Trade Specialist paints.
Products that cannot be returned to us
There are a few products where we will not be able to offer a refund or exchange, unless they are faulty. These exclusions include:
- Products that incur contact with the skin (i.e. workwear, safety apparel)
- Any products that have been personalised for you e.g. embroidery on workwear
- Products purchased over 31 calendar days ago
- Products that do not have their original packaging or labels
- Used products
- Products with a perishable date that has lapsed
- Less than 3 rolls of wallpaper
- Products that are sold as seen, such as Sale items
- Gift vouchers
- More than 10L of colour paint