Return & Refund Policy
For all returns and refund requests, please contact us on firstname.lastname@example.org before returning your items so we can provide you with returns instructions, as a lot of delivery services are not suitable for paint.
Please include your Order Number (provided on your Order Confirmation email) and the Work Order Number (15 digit code starting with ‘P’ on the printed document with the order) with all communication.
We will respond to all communication within 2 working days.
Please note, this policy only applies to orders placed on this website (shop.johnstonespaint.com). For returns of products purchased through a Johnstone's Decorating Centre, please contact the store directly for assistance.
If any items are faulty or damaged upon delivery
Please send an explanation of the fault or damage (including photographic evidence where relevant) to email@example.com. For all faulty or damaged items we will offer a full refund, and you will not be liable for the cost of returning the items to us. Alternatively we may ask you to dispose of any damaged items safely.
If you change your mind
If you change your mind within 14 days of receiving your order, you may contact us to return your unwanted items. Any returns must be unused and unopened, and it is your responsibility to ensure items are securely packaged, ideally in the original packaging. Upon receipt of your returned items, we will provide a refund for the cost of goods, and any original delivery charges, however you are responsible for paying for the cost of returning the items to us. There are two options available for returns;
1. £7.30- we will provide you with a returns label, which will need to be printed and attached to the parcel. You will then need to take the parcel to your nearest UPS Access Point.
2. £10.10- we will arrange for the parcel to be collected by UPS from the original delivery address at a time convenient to you.