Return Policy

Returns & Refunds Policy

At PaintLab.ie we want you to be happy with your order. This policy explains your options if you change your mind, or if something arrives faulty, damaged or incorrect. Nothing here affects your statutory rights under Irish and EU consumer law.

There are three situations, each with its own rules:

1. You've changed your mind (14-day cooling-off)

If you're a consumer buying online, you have the right to cancel your order for any reason within 14 days of receiving it — no explanation needed.

Let us know within 14 days of delivery by emailing sales@paintlab.ie with your order number, or by using the cancellation form at the end of this policy.
After you tell us, you have a further 14 days to return the goods.
You're welcome to open a product to inspect it, just as you would in a shop. Please take reasonable care of it — if an item is used or handled beyond what's needed to check it (for example, a paint tin that's been part-used), we may reduce your refund to reflect the loss in value.
Items should be returned in a resaleable condition where possible.

Some items are excluded from change-of-mind returns (see section 3).

2. Your item is faulty, damaged or incorrect

If your order arrives faulty, damaged, or isn't what you ordered, you're covered regardless of any change-of-mind rules — including on custom-mixed and special-order products.

Contact us at sales@paintlab.ie as soon as you can, with your order number and a couple of photos of the item and packaging.
Under the Consumer Rights Act 2022, if you let us know within 30 days you can choose a full refund; after 30 days we'll repair or replace the item, and if that isn't possible you're entitled to a price reduction or refund.
We cover all return costs for faulty, damaged or incorrect items — we'll provide a prepaid label or arrange collection.

3. Items that can't be returned if you simply change your mind

For change-of-mind returns only, the following are excluded (they remain fully covered if faulty, damaged or incorrect):

Custom-mixed and tinted paint, and special/made-to-order products — these are mixed or ordered to your exact specification, so they can't be resold and are not eligible for change-of-mind returns or refunds. (See "Choosing your colour online" below.)
Hazardous or flammable liquids that cannot be safely or legally returned by post or courier.
Gift cards.

Where a product can't be returned for change of mind, this is noted on the product page so you know before you buy. Custom-mixed and tinted paint is still covered if it arrives faulty, damaged, or mixed to a different shade than the one you ordered.

Choosing your colour online

The colours shown on our website are a guide only. Screens, phones, tablets, browsers and individual display settings all reproduce colour differently, so a shade viewed on a screen will never be a perfectly accurate representation of the finished paint. The only reliable way to judge a colour is to view a physical colour card or order a sample/tester before committing to larger tins.

Because tinted paint is mixed to the exact shade code you select, we cannot guarantee that the delivered colour will look identical to what appeared on your screen. A difference of this kind is not a fault, and tinted paint chosen from a screen is not eligible for a refund, return or exchange on this basis. This is why colour selected on screen is at your own discretion.

If we mix a colour that does not match the shade code you actually ordered, that's our mistake and we'll put it right free of charge — this is different from a screen-versus-reality colour difference.

We strongly recommend viewing a physical colour swatch in-store, or ordering a tester / sample pot, before buying larger quantities of tinted paint.

Returning paint and other liquids

Because paint and liquids are classed as hazardous for transport, they can't be sent back through the post. If you're returning an eligible unopened, non-custom liquid under the 14-day cooling-off right, we'll arrange collection or you can drop it in to our Dublin store at Unit D1, Ballymount Drive, Ballymount Industrial Estate, Dublin, D12 CY99. Please don't post liquids back to us — they can't be accepted that way.

Return shipping costs

Change of mind: you're responsible for the cost of returning the item to us, unless we've agreed otherwise.
Faulty, damaged or incorrect items: we cover the return cost in full, or arrange collection.

Your refund

We'll refund the price of the item plus the standard delivery charge you originally paid. (If you chose a faster/upgraded delivery option, we refund the standard rate, not the extra.)
Refunds are made to your original payment method, without undue delay and within 14 days of us receiving the goods back or your proof of return.
For faulty, damaged or incorrect items where you're entitled to a full refund, we won't deduct anything.

How to start a return

Email sales@paintlab.ie with the subject line "Return – Order #【number】", tell us whether it's a change of mind or a problem with the item, and include photos if it's damaged or faulty. Please wait for our confirmation and return instructions before sending anything back — unapproved returns may not be accepted. We'll aim to acknowledge your request within【1–2】working days.

Business and trade orders

The 14-day cooling-off right applies to consumers. Business/trade purchases may be handled under separate terms — contact us and we'll be glad to help.

Contact

PaintLab.ie (Paint Lab Ltd), Unit D1, Ballymount Drive, Ballymount Industrial Estate, Dublin, D12 CY99. Email sales@paintlab.ie · Phone +353 1 573 3222.