Returns Policy & FAQ's

Non UK Customers

We are unable to accept credit/debit card payments from locations outside of the UK. Instead we ask that you make a wire transfer of funds (BACS Payment) to our bank. When you place your order we then send you a pro-forma invoice to the value of the goods including any shipping charges. We will also inform you of our bank details so you can instruct your bank to submit the payment.  We apologise if this is an inconvenience to you however, we only accept credit/debit card payments where we are able to data match the credit card to the shipping address we are given. Currently this is not possible with non U.K registered cards and for your security and ours we feel this is a necessary precaution.

If you have made a mistake in your order and cannot correct it in the shopping cart, contact us and we will correct the mistake.

When confirmation of your order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

Delivery/Next Day Delivery

All products that are held in stock will be dispatched for next day delivery if the item is successfully ordered before 2pm Mon-Fri.

 

Next day delivery is not available on certain items that are not held in stock. To avoid disappointment please check the product has the "Stock Item" badge on the product page before ordering.

If the product does not have the 'Stock Item' badge, it reverts to our 3-5 business day policy, if you have any questions or issues relating to this please contact us.

Availability of Goods / Back Orders 

 

Our aim is to fulfil your order as soon as possible and we carry a high level of stock to try and achieve this. Despite this, the reality is that there are times when items may not be readily available off the shelf and there is a delay.   

 

If items are available from stock they will under normal circumstances be dispatched by the next working day. If we cannot ship your entire order we may, at our discretion ship the available items now and dispatch the remaining items once they become available. If you would like to know the status of your order once placed, please feel free to contact our Sales team by email or phone and we will be happy to inform you.

 

If at any stage before the goods have left our premises you wish to cancel your order, you can do so, simply telephone our sales team.

Cancelling an Order/Returning an Order

Returns Policy Your rights to return goods are protected under the EU Distance Selling Directive.

You are entitled to cancel your order and return the goods within 7 working days for a full refund, including the cost of delivery. Do this by contacting us by email or telephone and quoting the order number supplied to you. Your refund will be paid within 30 days. You are responsible for the cost and risk of loss or damage when returning the goods, so you should take out enough postal insurance to cover their value. This cancellation policy does not affect your rights when we are at fault - for example, if goods are faulty or misdescribed.

Any goods returned should be in original packaging and be new and unused - We will not accept returns if the item has been opened an used, only if their is a fault/defect with the product which will be accessed by our repair team.

These terms apply to your order. We may change our terms and conditions at any time, so please do not assume that the same terms will apply in the future.

None of these terms affect your legal rights and these are not diminished in any way. If any term is held to be invalid under any applicable statute or rule of law, that term is automatically omitted from the terms to minimum extent necessary to comply with the law and without affecting the validity or enforce ability of the remainder.

 
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*Free UK Delivery is subject to full T&C's that can be found here.
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Head Office:
JP MCDOUGALL & CO LIMITED T/A DULUX DECORATOR CENTRE, THE AKZONOBEL BUILDING, WEXHAM ROAD, SLOUGH, SL2 5DS