Returns Policy

Introduction

This Returns Policy applies to purchases from Terpaint on this website. Contact info@terpaint.com, . Company Terpaint ltd 17334303.

Consumer rights

If you are a UK consumer, statutory rights apply in addition to any voluntary policy below. Nothing here reduces rights you cannot waive by law.

Physical goods

For distance contracts, UK consumers may have a 14-day cooling-off right for most stationery purchases unless an exception applies (for example, sealed goods unsealed after delivery where hygiene or product integrity rules apply).

If a product is defective or not as described, consumer remedies may include repair, replacement, price reduction, or refund as applicable.

How to request a return or remedy

Email us with your order reference, items, and reason. We may ask for photographs of damaged packaging or faulty goods.

Refunds

Approved refunds are processed to the original payment method where possible. Timing depends on your bank or card issuer.

Exceptions

Customised or personalised items may be non-refundable once production begins, consistent with applicable law.

Opened consumables, heavily used items, or goods returned incomplete may be declined where the law permits.

Faulty or mis-described goods

If a product is faulty or not as described, you may have statutory remedies including repair, replacement, price reduction, or refund as applicable.

Contact info@terpaint.com with photographs, order number, and a concise fault description. We may request return of defective physical goods where relevant.

Cooling-off and statutory summary (UK consumers)

For distance contracts, UK consumers may have a 14-day cooling-off right for some products unless an exception applies under consumer law.

Citizens Advice and Trading Standards publish general information on consumer and micro-business rights in Great Britain. Our summaries are not exhaustive statutory codifications.

B2B and trade customers

If you purchase on behalf of a business, different statutory frameworks may apply. Check your purchase order terms and our written agreements where they exist.

Trade credit, if ever offered, is subject to references, limits, and right of withdrawal consistent with our credit policy.

Timeline for inspecting goods

Examine deliveries promptly. Latent defects discovered within a reasonable period after delivery should be reported with evidence so suppliers can investigate while records exist.

Unreasonable delay may affect remedies where evidence degrades or carriers disclaim liability after statutory windows.

Partial fulfilment and substitute performance

If an order ships in parts, statutory rights apply per shipment where relevant. We communicate partial dispatch in confirmations when platforms permit.

Substitutes are not supplied without consent unless industry custom allows minor equivalents explicitly stated at purchase.

Record-keeping for your protection

Retain order confirmations, invoices, and carrier tracking references until statutory limitation periods pertinent to your claim profile expire.

Keep photographs of damaged parcels and packing slips until any carrier or quality claim is resolved.

Gift recipients and proof of purchase

Gift purchasers should share the delivery details with the recipient. Refunds normally route to the original payment instrument for anti-fraud reasons even where delivery was to another address.

Hygiene and sealed media

Sealed hygiene-sensitive physical goods may be non-returnable once opened under applicable regulations; statutory rights for faults still apply.