Refund 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, incorrect or not as described, you may be entitled to a refund, repair or replacement.

2. Standard products

For standard, non-personalised products, you have the right to cancel your order within 14 days of receiving your item.

After notifying us that you wish to cancel, you then have 14 days to return the item to us.

To be eligible for a return, the item must be:

  • unused;
  • in its original packaging where possible;
  • complete with all included parts and accessories;
  • returned in a resaleable condition, unless the item is faulty.

You are responsible for return postage costs unless the item is faulty, damaged, incorrect or not as described.

3. Personalised or custom products

Personalised or custom products, including products made using a customer’s own photo, image, name, design or other custom details, are made specifically for you.

Because of this, we cannot accept returns or cancellations for personalised or custom products once production has started, unless the item is faulty, damaged, incorrect or not as described.

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

4. Faulty, damaged or incorrect items

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

Email us at sales@thelittlepaintsociety.co.uk with:

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

If the item is faulty, damaged, incorrect or not as described, we will offer an appropriate solution, which may include a replacement, repair or refund.

Where a return is required because of our error or because the item is faulty, we will cover reasonable return postage costs.

5. Missing parts or accessories

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

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

6. Items we cannot accept back

Unless faulty, damaged, incorrect or not as described, we cannot accept returns for:

  • personalised or custom-made products once production has started;
  • products that have been used, opened, marked, painted, altered or damaged after delivery;
  • items returned incomplete;
  • items damaged due to misuse, poor storage or accidental damage after delivery.

7. How to start a return

To start a return, please email us at:

sales@thelittlepaintsociety.co.uk

Please include your order number and reason for return. We will then provide return instructions.

Please do not send items back without contacting us first, as this may delay your refund or exchange.

8. Refunds

Once we receive and inspect your returned item, we will let you know whether your refund has been approved.

Approved refunds will be made to your original payment method.

For cancelled standard orders returned under your online cancellation rights, we will refund the standard delivery cost you paid, but not any extra delivery cost for upgraded or express shipping.

We may reduce your refund if the item has been handled beyond what is necessary to inspect it, resulting in loss of value.

9. Return postage

For standard non-faulty returns, you are responsible for return postage costs.

We recommend using a tracked postal service, as we cannot refund items that are lost in the post before reaching us.

For faulty, damaged, incorrect or not-as-described items, we will cover reasonable return postage costs where a return is required.

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 if it has not yet been processed.

For personalised or custom products, cancellation may not be possible once production has started.

11. Contact us

For returns, refunds or order issues, please contact:

The Little Paint Society
Email: sales@thelittlepaintsociety.co.uk