Refund policy
Returns Policy
Our Returns Policy is part of our Terms and Conditions of Sale and should be read alongside that document. We reserve the right to update or change this Returns Policy at any time.
Paint Colours and Custom Colours
All paints and products that come in colour are bespoke, mixed to your exact specifications. These products, including paints, plasters, and other coloured items (except for ‘uncoloured’ base products such as ‘white base’, ‘0170’, ‘0160’, ‘0150’, ‘0190’, ‘crystal’, ‘diamond’, and ‘0180’), are non-cancellable and exempt from cancellation under the Consumer Contracts Regulations. We are unable to accept returns of coloured paints unless the product is found to be faulty, as explained below.
For further details, please see our Colour Accuracy Statement.
We also recommend carefully reviewing the application and site condition guidance provided on the product pages and the Technical Datasheets. DQ Surface Designs is not responsible for faulty application or colours that do not meet your expectations, nor for delays in delivery. To be eligible for return, items must be unused, sealed (if applicable), and in their original condition (for bundles, all parts must be returned).
Returns of Ready-Mixed White Paints, Primers, and Painting Accessories
If you are located within the EU, you have rights under the Consumer Contracts Regulations (effective since June 3, 2014). You can return unopened and unused white paints, primers, and painting accessories within 14 working days from receiving your order, provided you notify us in writing.
To initiate a return, please contact our customer service team by email at sales@dqsurfacedesigns.com or by post at 29 Magherahamlet Rd, Ballynahinch BT24 8PZ. Once we receive your notification, we will confirm return/exchange details and any refund due.
Returned items must be unused, sealed (if applicable), and in original condition. You will be responsible for return shipping costs (please use a tracked service). We recommend insuring the return shipment and retaining proof of postage, as you are responsible for the goods until we receive them. Refunds will be processed within 30 days of receiving your cancellation notice, excluding shipping fees.
Damaged or Faulty Orders
Please inspect your order carefully upon delivery. Minor dents to tins or slight leaks during transit are not considered faulty products, and we do not offer refunds for these issues if they do not materially affect the performance of the product.
If any items are damaged or incorrect, you must notify us in writing on the same day you receive the delivery, either via email to sales@dqsurfacedesigns.com or by post. Retain all packaging, including boxes and damaged containers, to aid in our investigation with the shipping agent. Failure to notify us promptly will result in the order being considered correctly delivered, and you will forfeit your right to a replacement or credit.
Once the claim is validated, credit for damaged or incorrect items will be issued within 14 days, or replacements will be sent out without delay.
Incorrect or Wrong Orders
If you receive the wrong colour, size, or product, we will resolve the issue promptly. You must return the incorrect items to us before we can send out the correct ones.
You can either return incorrect items at your own cost (we will refund the postage) or arrange for a courier to collect the items during business hours (8 am–6 pm). Please notify us at least 2 days in advance if you would like to arrange a collection. Note that parcels cannot be left unattended for pickup. Once the incorrect items are returned and verified as unused, we will send the correct products promptly.
Faulty Items
If any items are faulty, please notify us in writing within 14 working days of receiving your order, by email to sales@dqsurfacedesigns.com or by post to 29 Magherahamlet Rd, Ballynahinch BT24 8PZ. Faulty items must be returned to us for inspection. The inspection process may take up to 30 days, but it will not affect your statutory rights.
If the product is deemed faulty, we will offer you a replacement or a refund. Credit, refund, or replacement will be issued within 14 days once the claim has been validated.
Colour Accuracy Statement
Please note that colours may vary slightly between batches of the same product, and may also differ from colour swatches, cards, or sample products due to the reflective nature of paints and the natural variation in plasters (due to factors such as mining location). As such, the final product may appear different than expected.
We recommend sampling the appropriate quantity (at least 1 litre of paint or 5kg of plaster) before placing a larger order. Colours should be chosen after considering application and site conditions, as outlined in the respective product pages and Technical Datasheets. DQ Surface Designs cannot be held responsible for issues arising from incorrect application or site conditions.
It is also critical to order all materials for a project in one batch to prevent colour inconsistencies. We strongly recommend thoroughly mixing materials before use to ensure consistency across different containers. For larger projects, you may want to consult a professional installer for best results.
Product Quantity Variations
Please note that when products are ordered in large quantities, they may be consolidated into larger tubs. This does not affect the quantity or quality of the product, and we cannot accept complaints, returns, or refunds based on this consolidation. Additionally, there may be slight variations (up to 10% for paints and primers, 5% for plasters) in the final measurable quantity due to the manufacturing process. This is standard industry practice and does not invalidate the contract or form the basis of a return or complaint.
Contact Us:
For any questions or issues related to returns or exchanges, please contact us at:
DQ Surface Designs
29 Magherahamlet Rd, Ballynahinch BT24 8PZ
Email: sales@dqsurfacedesigns.com
Phone: 07886 533179