One Stop Paints Returns Policy

Last updated: 1 November 2025

1. Scope of this policy

This returns policy sets out how we handle returns and exchanges for products purchased from One Stop Paints. It covers both defective and non-defective items, including orders where the correct goods were supplied but you have changed your mind.

Our paints and colour mixes are made to order. For this reason, any item returned to us must be in a condition that allows it to be handled safely and, where possible, resold.

2. Return period

You must notify us and arrange the return of any eligible item within 35 days of receiving your order. Requests made after this period may not be accepted, except where required by law.

3. Condition of returned items

We can accept returns where the products are:

  • New and unused, in their original condition, or
  • Opened and lightly used, provided they remain in a safe and reasonable condition.

We reserve the right to decline a return where a product has been heavily used, damaged or is no longer safe to transport or handle.

4. How to return items

Eligible items can be returned using any of the following methods:

  • In person - by prior arrangement at our premises.
  • Drop-off location - at a courier drop-off point that accepts aerosols.
  • Courier collection or drop-off - using a courier that accepts limited-quantity aerosols.

Please do not send aerosols via Royal Mail. Always follow the carrier guidelines for packing and transporting aerosols and other hazardous goods.

5. Faulty or not as described

If you believe your item is faulty or not as described, please contact us as soon as possible with your order number, a clear description of the issue and supporting photos or video where available. We may ask a few questions to help us assess the problem.

Where we confirm a manufacturing fault or an error on our part, we will:

  • Offer a full refund or a suitable exchange, and
  • Either provide a pre-paid return label or reimburse reasonable return postage costs on receipt of proof of purchase.

6. Non-faulty and change-of-mind returns

We also accept returns for non-faulty items, including change-of-mind, within the 35-day return period, subject to the following conditions:

  • The item must be new or only lightly used and in a safe, reasonable condition.
  • You are responsible for arranging and paying for return shipping, including any return label.
  • We do not apply a restocking fee.

For non-faulty returns, we will refund the product price to your original payment method. Original delivery charges may not be refunded, except where required by your statutory rights.

7. Exchanges

Where stock and production schedules allow, you may request an exchange instead of a refund, for example a replacement item or an alternative colour. We will confirm availability and any price difference before proceeding.

8. Proof of purchase

Please include your order number and a copy of your receipt or order confirmation with every return or exchange. This helps us locate your order and process your request quickly.

9. Inspection and refund processing

Once we receive your return, it will be inspected promptly to confirm that it meets the conditions of this policy. After your refund has been approved, we aim to process it to your original payment method within 1 working day. You will receive an email confirmation when the refund has been completed.

10. Items we are unable to accept

  • Products that have been heavily used, damaged or are unsafe to transport.
  • Items damaged by improper storage or handling, for example exposure to extreme heat or freezing conditions.
  • Colour complaints where the product matches the specification provided at the time of order, including RAL, BS, Pantone or custom colour codes supplied by you.

11. Storage and safety reminder

Aerosols should be stored upright in a cool, dry and well-ventilated area, ideally between 18°C and 21°C. Avoid exposing products to direct sunlight, heat sources, open flames or freezing temperatures.

12. Starting a return or exchange

  1. Email us with your order number, a brief explanation of the issue or reason for the return or exchange, and photos or video if applicable.
  2. Wait for our reply with confirmation and detailed return instructions, including approved carriers for aerosols and your available return options (in person, drop-off or courier).
  3. Pack items securely, following the carrier guidelines for limited-quantity aerosols, and include proof of purchase inside the parcel.

This policy applies alongside your statutory rights under UK consumer law.