Returns and Refunds – Thermilate

Returns and Refunds

Please check your order immediately after it has been delivered and ensure that you have the correct product and colour. Store items you have ordered in accordance with the manufacturer’s instructions. You must contact us via phone or email if the goods are damaged or the item is different from the one you ordered. Failure to do so will negate any claim for replacement. Please note that if goods are left without signature it is still your responsibility to ensure the goods have been delivered correctly and that you have notified us of any problems on the day of delivery as stated above.


Please make sure you quote your full order or reference number that can be found on the delivery note. The delivery note/invoice will either be inside the box or sealed in a plastic wallet attached to the outside of one of the boxes. Please keep your packaging in case it needs to be returned.



Faulty goods.

We will replace any faulty goods (this included colour accuracy issues) providing you have notified us in writing, e-mail or by phone within 28 days of delivery. We may require any faulty item to be returned to our warehouse. The item will then be inspected and if necessary sent away for analysis by the manufacturer. If it is then deemed to be of an unacceptable standard, we will then offer you a replacement or credit.


All our products will perform as directed in accordance with the manufacturer’s instructions. However we do not accept responsibility for application or site conditions, as we cannot control the conditions under which products we supply are used or applied. This does not affect your statutory rights.




If you wish to cancel your order, please contact us immediately. Mixed-to-order paints cannot be cancelled once mixed. Once goods have been dispatched it may not be possible for us to stop them from being delivered. It therefore becomes the customer’s responsibility to return them to us undamaged. Orders which have been despatched that are subsequently cancelled or refused will be subject to a deduction for all delivery and packaging charges. We also reserve the right to issue a restocking fee of not less than 35% of the goods value.


If an order is not delivered (for whatever reason) after 2 attempts by the courier, the consignment will be returned to our warehouse and treated as a cancellation. A credit will then be issued minus the delivery charge, return delivery charge, administration fee and the cost sum of any mixed to order paints. Should you require a further delivery once goods have been returned to our warehouse you will be required to pay a further delivery charge and settle any return costs. If we cannot fulfil an order for stock or delivery reasons, we will always (at the earliest opportunity) offer the customer the choice of accepting a full refund before any further action is taken.



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