Cancellation, refunds, returning goods, damages etc.

Cancellation, refunds, returning goods, damages etc.

NOTE: We are closed from noon Monday 23rd December, and reopen on Thursday 2nd January 2025

Damages, wrong items, short delivered items.

Please check your order carefully immediately after it has been delivered, and ensure you store the items you have ordered in accordance with the manufacturers instructions. You must advise us of any damages by 2.00pm on the next working day following delivery. You must advise us of any wrong items and short delivered items within 2 working days of receiving your order. To ensure a speedy response, you should notify us by email  This e-mail address is being protected from spambots. You need JavaScript enabled to view it or by telephone (Monday to Friday 9:00am - 4:30pm) on 01642 468900.

Please make sure you quote your full order reference number which can be found at the top left hand corner of the delivery note. The delivery note will either be inside the box or packaging, or, sealed in a plastic documents enclosed wallet and stuck to the outside of the box or packaging. Please keep all your packaging in case we need to arrange for collection.

Faulty goods

We will replace any goods found to be faulty up to 3 months after delivery, so please make sure you check the items you have ordered within a reasonable time of receiving them. We generally require faulty goods to be returned to us for investigation by the manufacturer or supplier. All of our products will perform as directed in accordance with the manufacturers instructions. However, we do not accept responsibility for application and conditions, as we cannot control the conditions under which products we supply are used or applied. This does not affect your statutory rights.

Refunds

We are unable to offer refunds for coloured paints, woodstains, coatings or other liquid products which are customised to your requirements, as these are tinted, or, produced to order. We do not supply products for resale, as occasionally superficial damage can occur to a products outer packaging during transit. Although this superficial damage to the products packaging will not affect the product itself (for example minor dents and scrapes on the outside of cans of paint), it may make products unsuitable for resale. Without prejudice to your statutory rights, all other goods will be refunded if they are returned to us in an unused, and undamaged condition, including packaging, within 21 days from receiving your delivery. Customers must make their own arrangements for returning any goods. Please note that you will be responsible for the costs of returning any goods to us unless we delivered the item to you in error, or the item is faulty.

You should ensure that items are properly packaged and insured against loss and damage before returning them to: Decorating Direct Ltd, Unit G1 Commerce Way, Middlesbrough, TS6 6UR, together with a copy of your invoice and a short note explaining that you would like a refund. For your protection, we recommend that you use a recorded-delivery service. We cannot accept any responsibility for item's which are lost, or damaged upon arrival at our premises. Please note that we try to discourage customers from returning liquid products - unless they are properly packaged for transit, they generally arrive damaged, which prevents us from refunding the cost of these items.

Right of Cancellation.

Under the Distance Selling Regulations 2014 we are required to provide consumers with model instructions for exercising their right of cancellation, together with a model cancellation form,  as provided within the new regulations. You are not obliged to use the form, but we are required to provide it by law:

Statutory right to cancel - Consumers can cancel their order without giving any reason, within 14 days from the day on which they, or a third party indicated by them (other than the carrier) receives the goods purchased. However, you should also be aware that once we begin to process your order, you will not be able to cancel your purchase for any items which are customised to your requirements (i.e. mixed coloured paints and woodstains).

Your must inform us (Decorating Direct Ltd, Unit G1 Commerce Way, Middlesbrough, TS6 6UR) of your decision to cancel your order in writing by contacting us by post or email ( This e-mail address is being protected from spambots. You need JavaScript enabled to view it ), and/or by optionally using the statutory model cancellation form. To meet the cancellation deadline, it is sufficient for you to send your communication before the 14 days cancellation period has expired and return the item to Decorating Direct Ltd, Unit G1 Commerce Way, Middlesbrough, TS6 6UR.

Effects of cancellation - We will reimburse all payments received by you for the goods purchased, including the costs of delivery (except for supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us) within 14 days from the date on which we receive the above communication. We will use the same means of payment to reimburse you, as you used for the initial transaction, unless you have expressly agreed otherwise. In any event you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back, or you have supplied evidence that you have returned the goods, whichever is the earlier.

Note that you must send the goods back to us at Decorating Direct Ltd, Unit G1 Commerce Way, Middlesbrough, TS6 6UR not later than 14 days from the day on which you communicate your cancellation to us. You will have to bear the direct costs of returning these goods. You may face increased return costs if the product/s can't be returned normally by post. You may be liable if the value of the goods returned diminishes due to the handling of the goods (except when it was necessary to establish the nature, characteristics and functioning of the goods).

General cancellation information - Orders generally leave our warehouse just after lunch every working day, and you will be sent an email confirming despatch of your order shortly after 5:00pm. Unfortunately once goods have left our warehouse it is not possible for us to stop them from being delivered, and it therefore becomes the customers responsibility to return them to us (see above). You should also be aware that, once we begin to process your order, you will not be able to cancel your purchase for any items which are customised to your requirements (i.e. mixed coloured paints and woodstains).