Promise Customer FAQs
I purchased Dulux Paint from a DIY outlet and I don’t like the colour, can I pick a different one under the Dulux Promise?item
Yes. We want the customer to love the colour they’ve chosen. The Dulux Promise covers up to 10L of paint in this situation. The customer needs to share with us the itemised till receipt and a photo of the area they’ve painted so far, and we’ll send a voucher to replace the product in a different colour.
Does the Dulux Promise replace your normal complaints process with TAC ?
No the Complaint Process must still be followed, the Dulux Promise utilises our current processes.
How long is the Dulux Promise for?
6 months from the date of purchase of the paint
What happens with associated labour claims?
The Promise covers the replacement of the Selected Product only and excludes any claim for labour or other costs in respect of the original or replacement product.
What does the promise cover?
The Dulux Promise entitles a customer who has purchased a Dulux retail or Dulux trade product (500ml and larger packs only) with the Dulux Promise logo on-pack and/or as detailed in store material, in the UK who believes that their Selected Product hasn't delivered the perfect colour, a uniform finish or the coverage stated, to a voucher to replace the Selected Product.
Who makes the claim?
Claims can only be made by the person that purchased the Selected Product.
When is a claim valid under the promise?
Provided that the Selected Product has been applied on properly prepared surfaces and in accordance with the manufacturer’s tips and instructions (including those on-pack, datasheet and colour label instructions), the claim will be deemed valid if the description of the issue and application photo demonstrate that the Selected Product is not the perfect colour or is not a uniform finish or has not provided the coverage stated on the pack.
Where can I use the voucher?
What is the maximum I can claim for perfect colour?
For a claim related to colour not being the colour you like, the replacement product cannot be in the same colour as the Selected Product which is the subject of the claim, and the Promise will not apply to the replacement colour. Replacement product for claims relating to colour are limited to 10L per claim and per customer claiming.
The Terms and Conditions say “Colour claims limited to 10L per-customer”. A professional decorator has lots of customers; can they make multiple claims against the perfect colour element of the promise for different customers?
Does the Promise cover poor application?
The Promise does not cover problems that were caused due to reasons outside of our control (for an example an issue with the substrate) or where the Selected Product was applied on surfaces which were not properly prepared or applied otherwise than in accordance with the manufacturer’s tips and instructions. If this is the case, TAC will offer advice to help overcome the issue.