Returns & refunds

We want you to be happy with your order from MrPutty. This policy explains how to return goods, your legal rights as a consumer in the UK, and the few products we are unable to accept back. It sits alongside your statutory rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015, which it does not affect.

1. Your 14-day right to cancel

If you are a consumer buying online, you may cancel your order for any reason within 14 days of receiving the goods. You then have a further 14 days to send the items back to us. To cancel, email sales@mrputty.co.uk with your order number before the 14 days are up. This right does not apply to business (trade) orders, or to the products listed in section 5.

2. How to start a return

1. Email sales@mrputty.co.uk with your order number and which items you want to return.
2. We will reply with a returns link and the address to send the parcel to.
3. Pack the items securely, ideally in the original packaging, and send them back within 14 days.
4. Keep your proof of postage until your refund has been processed.

3. Who pays for return postage

For a standard change-of-mind return, you cover the cost of return postage. You are welcome to use your own courier, or the prepaid returns link we send you, in which case the cost of that label is deducted from your refund. If an item is faulty, damaged in transit, or we sent you the wrong product, we pay the return postage (see section 6).

4. Condition of returned goods

Returned items must be unused, unopened where they were supplied sealed, and in a resalable condition with any original packaging and labels intact. You may handle goods only as you would in a shop to check they are as expected. If the value of the goods is reduced by handling beyond that, we may deduct an amount from your refund to reflect the loss.

5. Products we cannot accept back

By their nature, some products cannot be returned once opened or once the seal is broken, for health, safety and resale reasons. Unless they are faulty, we cannot accept returns of:

• Opened or used paints, lacquers, primers, fillers, adhesives, solvents and other chemicals.
• Aerosols and other pressurised or flammable products once the seal is broken.
• Custom-mixed or colour-matched paints made to your specification.
• Special-order items brought in specifically for you.
• Any product where a broken seal affects health protection or hygiene.

This does not affect your rights if any of these items arrives faulty or not as described.

6. Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015 you have a 30-day right to reject goods that are faulty, not as described, or not fit for purpose, for a full refund. If an item arrives damaged, is faulty, or is not what you ordered, email sales@mrputty.co.uk as soon as possible, ideally within 48 hours for transit damage, with your order number and a photo. We will arrange a replacement or refund and cover the return postage.

7. Refunds

Once we receive your returned goods, or proof that you have sent them, we process your refund within 14 days to your original payment method through Stripe. For cancellations under section 1 we also refund the standard outbound delivery cost, though not any premium delivery upgrade you chose. For faulty or incorrect items we refund the full amount including delivery.

8. Contact

Any questions about a return or refund, email sales@mrputty.co.uk or see our contact page. See also our shipping & delivery information and terms & conditions.