Return Policy

ELITE Decorative Paints Returns Policy

1    Interpretation

1.1 This policy forms part of the ELITE decorative Paints consumer agreement, and the words defined in the agreement will have the same meaning in this policy, unless the context indicates otherwise.

1.2 Nothing in this policy is intended to limit your statutory rights in any way.

2    Returns and cancellations

2.1 We accept returns but not cancellations of orders from the time we receive your order and the time it is delivered.

2.2 Once we have received the returned goods, inspected them and approved the return, we will refund the account that you have used to pay for the goods within six business days in line with this policy.

2.3 This policy applies only to goods bought on the ELITE Decorative Paints Website.

3   Goods that cannot be returned.

3.1 The following goods cannot be returned unless we or our courier partners made an error with the delivery. Or unless the quality or detail does not match what you have ordered. If the goods arrived damaged, you must report this on the website and provide photos.

3.1.1 Damaged, used or Opened items.

3.1. Paint that has been made for you.

4    Returning goods.

4.1 If you want to return goods, you must return them within seven business days from the delivery date.

4.2 The goods must be unused, may not be damaged and must include all the parts and accessories and the original packaging.

4.3 On receipt of your return request, we will contact you to confirm your address and the estimated collection date. Collection times may vary and will depend on the courier’s route for the day. Collections are made from Mondays to Fridays between 08:00 and 17:00.

4.4 To ensure timeous processing of your return request and to avoid your return request being declined, you must:

4.4.1 ensure that the goods are packaged properly to avoid damage or further damage; and

4.4.2 attach the e-waybill that you have received via email to the goods.

5    Reasons When you submit a return request on the website, you must tell us why you are returning the goods.

5.1 Wrong goods

5.1.1 If the wrong goods have been delivered to you, we will collect the goods within five business days (depending on your availability) from the date of your return request at no cost to you.

5.1.2 Once we have inspected the goods and accepted your return, we will deliver the correct goods to you as soon as possible (subject to availability) or refund your bank account that you have used to pay for the goods with the purchase price within 10 business days.

5.2 Unwanted goods

5.2.1 If you longer want the goods that you have ordered, you must return them within seven business days of the delivery date at your cost, on condition that the goods are not damaged or used and are still in their original packaging with the original labels or tags.

5.2.2 Once we have inspected the goods and accepted your return, we will refund the account that you have used to pay for the goods with the purchase price, excluding delivery fees, within 10 business days.

5.2.3 If we decline your return request, we will tell you why and confirm a time to return the goods to you.

5.3 Damaged goods

5.3.1 If the goods were damaged when you received them, you must return them within seven business days from the delivery date.

5.3.2 To avoid accepting damaged goods, you must check the goods when the courier delivers them. If the goods are damaged, you must report this on the website.

5.3.3 If you become aware of the damage after the courier has left, and the damage is coursed as a result of your negligence, we or our third-party sellers will not be liable.

5.3.4 Once we have inspected the goods and accepted your return, we will refund the account that you have used to pay for the goods with the purchase price within 10 business days.

5.4 Defective goods

5.4.1 Defective goods are goods that do not look or work the way that you have reasonably expected. 5.4.2 You can return defective goods within six months from the delivery date at no cost to you.

5.4.3 Once we have inspected the goods and accepted your return, we will either repair or replace the defective goods or refund the account that you have used to pay for the goods with the purchase price within 10 business days.

5.4.4 We will not accept returns if the goods have been used or if the damage to the goods has been caused by:

5.4.4.1 water.

5.4.4.2 your own alterations

5.4.5 Once we have inspected the goods and accepted your return, we will refund the account that you have used to pay for the goods with the purchase, including delivery fees, within 10 business days.

6    Exchanging goods

6.1 You can exchange goods for the same goods only. For example, if a Paint you have bought is the wrong colour, you can exchange it for another colour.

6.2 If an exchange is not possible, we will refund the account that you have used to pay for the goods with the purchase price within 10 business days once we have inspected the goods and subject to the exchange being approved.

7    Returning bundled goods.

7.1 Bundled goods consist of goods that we combined as a single offer.

7.2 Subject to your return request being approved, all the goods included in the bundle must be returned within seven business days.

7.3 If you qualify for a refund, we will refund the account that you have used to pay for the goods with the purchase price within 10 business days.

8 Refunds

8.1 If you return goods to us but do not include all the parts and accessories, we are entitled (in line with applicable law) to:

8.1.1 refuse the return.

8.1.2 replace only the goods that you have returned.

8.1.3 or estimate the value of the missing parts and accessories and refund the account that you have used to pay for the goods with only the value of the returned goods.

9 Responsibility

It is your responsibility to familiarise yourself with the terms and conditions of the warranty.

Elite Decorative Paints Team