Promise Customer FAQs

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. 

No the Complaint Process must still be followed, the Dulux Promise utilises our current processes.

6 months from the date of purchase of the paint

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.

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.

Claims can only be made by the person that purchased the Selected Product.

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.

Participating stores include: B&Q, Homebase,  Dulux Decorator Centres, Brewers, TP, Jewson and most independent paint retailers (please note list is correct at time of publishing but remains subject to change).

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.

Yes. As long as they have purchased the paint, the decorator can make colour claims for up to 10L per-homeowner/client (their customer).  Each claim should be submitted as a separate claims by the decorator, and the decorator needs to provide the postcode of the address at which the Selected Product has been applied.

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.

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