Returns and Refunds Policy

Please read our returns and refunds policy carefully before making a purchase.

1. Your legal rights

This policy does not affect your statutory rights.

Under UK consumer law, products must be as described, fit for purpose and of satisfactory quality. If your item is faulty, damaged on arrival, incorrect or not as described, you may be entitled to a refund, repair or replacement.

2. Standard products

For standard, non-personalised products, you may cancel your order without giving a reason at any time from placing it until 14 days after the day you receive it. If items from one order arrive separately, this period normally runs from the day after the last item arrives.

To cancel, email sales@thelittlepaintsociety.co.uk, or send us another clear statement of your decision. Please include your name and order number so we can identify your purchase.

If your order has already been dispatched, we may be unable to stop delivery, but you can still cancel your order. If the parcel subsequently arrives, please contact us promptly for return instructions.

After notifying us that you wish to cancel, you must send the goods back without undue delay and within 14 days.

Please return your item:

unused beyond what is necessary for reasonable inspection;
with paint pots sealed and materials unused wherever opening or using them is unnecessary for inspection;
in its original packaging where possible, or suitable protective packaging;
complete with all included parts and accessories.

You may open the outer packaging to inspect your kit. Where legally permitted, we may reduce your refund to reflect any actual loss in value caused by handling beyond reasonable inspection, including unnecessary opening of paints, use of materials or missing components.

This does not affect your rights if the goods are faulty or not as described.

You are responsible for the direct return postage costs for change-of-mind returns, provided we informed you of this before purchase.

3. Personalised or custom products

Products genuinely made to your specifications or clearly personalised, including products made using your own photo, image, name or custom design, are generally excluded from statutory change-of-mind cancellation rights.

We accept cancellations of these products before production begins. Once production has started, we cannot accept change-of-mind returns or cancellations.

A standard product does not become personalised simply because it is ordered in or produced for you.

Please check all uploaded images, names, spellings and order details carefully before placing your order.

Your rights concerning faulty, damaged, incorrect or misdescribed goods, and any applicable rights concerning late delivery, remain unaffected.

4. Faulty, damaged or incorrect items

Please contact us as soon as possible if your order arrives faulty, damaged, incomplete or incorrect.

Email sales@thelittlepaintsociety.co.uk with:

your order number;
a description of the issue;
clear photos of the item, packaging and any damage or defect, where reasonably possible.

We will provide an appropriate remedy in accordance with your statutory rights. You will normally have a right to reject faulty or misdescribed goods for a refund within 30 days of delivery. After this, repair or replacement will generally be the first remedy, with a refund or price reduction available where the legal conditions are met.

Where a return is required because the item is faulty, damaged on arrival, incorrect or not as described, we will cover reasonable return postage costs.

5. Missing parts or accessories

If your order arrives with missing parts or accessories, please contact sales@thelittlepaintsociety.co.uk promptly, preferably within 14 days of delivery.

We may ask for photos of the product contents and packaging to help resolve the issue. Where appropriate, we will offer to send the missing item rather than requiring the full product to be returned.

Reporting missing parts after 14 days does not affect your statutory rights.

6. Opened, used or incomplete returns

Opening the outer packaging for reasonable inspection does not prevent you from exercising your statutory cancellation rights.

If goods have been handled beyond what is necessary for reasonable inspection, we may make a deduction reflecting the actual loss in value, as explained in section 2.

We assess deductions individually and will explain any deduction to you. We do not charge cancellation, administration or restocking fees for statutory cancellations.

7. How to start a return

Please email sales@thelittlepaintsociety.co.uk with your order number and, if you wish, your reason for returning the item.

We will provide return instructions. Contacting us first helps us identify your return, but prior approval is not a condition of a valid statutory cancellation.

Returns address:

FAO Amy Griffiths
Hebron House
Nelson Way
Boston
PE21 8TU

Please include your name and order number inside the parcel and package the goods securely.

8. Refunds

We will inspect returned goods promptly to check their condition and contents.

For standard orders cancelled under your online cancellation rights, where we have not offered collection, we may withhold your refund until we receive the goods back or you provide evidence that you have sent them back, whichever happens first.

We will refund without undue delay and within 14 days of that event. Inspection will not extend this deadline.

Where no goods have been dispatched, or we have offered collection, we will refund without undue delay and within 14 days of being informed of your cancellation.

For refunds following the statutory rejection of faulty goods, we will refund without undue delay and within 14 days of agreeing that you are entitled to a refund.

Refunds will be made to your original payment method.

If you cancel your entire standard order under your online cancellation rights, we will refund the standard delivery charge you paid. We do not have to refund the additional cost of an upgraded or express service. For partial returns, delivery charges will be refunded where required by law.

Where you are entitled to reject faulty, incorrect or misdescribed goods, we will refund the applicable delivery charges as required by law.

9. Return postage

For standard change-of-mind returns, you are responsible for the direct return postage costs.

We recommend using a tracked postal service and keeping your proof of postage until your return has been resolved.

For faulty, damaged-on-arrival, incorrect or not-as-described items, we will cover reasonable return postage costs where a return is required. Please contact us so we can explain the return arrangements.

10. Cancellations before dispatch

If you wish to cancel an order, please contact us as soon as possible at sales@thelittlepaintsociety.co.uk.

For standard products, we will cancel and refund your order in accordance with your statutory cancellation rights. Processing your order does not remove these rights.

We will try to stop dispatch where possible. If the order has already been dispatched, the return arrangements in this policy apply.

For personalised or custom products, the cancellation terms in section 3 apply.