Customer Service

Private United Kingdom customers have certain cancellation rights under the Consumer Protection (Distance Selling) Regulations 2000 (the Regulations). The Company offers the following returns policy.

Any customer wishing to exercise this right must notify the Company by email to orders@kentblaxill.co.uk within 7 working days of receiving delivery. As a further condition of the right to return, customers must also arrange (at their own expense) to return the goods in a saleable condition, in their original packaging to the following address:

Website Returns Service
Goods Inwards Department
Kent Blaxill and Co Ltd.
129-139 Layer Road
Colchester
CO2 9JY


Customers shall be entitled to a full refund minus the delivery costs to return the product to us*. We can arrange a collection by our courier or you may wish to seek alternative delivery methods yourself to minimise the cost of the return. We advise though that you select a delivery service that is reliable and will provide the right level of insurance to cover the cost of the goods incase they were to be damaged or lost in transit. We would also ask you to retain your proof of delivery obtained at the time of booking that details the insurance level that will be covered in the event of a claim.

Pending the return of the goods they must be kept in good condition

The goods will be deemed returned when actually received by the Company at the Company’s address in a resaleable condition.

*Mixed To Order paints cannot be cancelled once mixed and any goods made to customers’ specifications or clearly personalised are excluded from the right to cancel. Wallpaper, special colour matches and paints tinted by a mixing machine are bespoke products, manufactured specifically to order, and therefore are non-returnable.
 

Mixed Paint - We are unable to accept any returns for paint that has been mixed for the customer unless there is a genuine fault or defect with the product. This is due to the fact that we will be unable to sell that product again as that colour is specific to the customer that ordered it. Please ensure you have selected the correct colour, finish and quantity before ordering and if you are unsure, we would encourage you to request a Free Colour Chart or purchase a Sample Pot where available.

Colour Accuracy - Although we endeavour to make our screen images as accurate as possible, colours on screen are for reference only and are an approximation of the true colour and should therefore not be regarded as absolutely correct. Do not rely on screen representation for colour accuracy as the resolution on computer monitors can differ depending on the make and model and the settings of the output device used to display this page will also affect the visible colour. Paint colours can also vary according to adjacent room colours and lighting conditions.

Damaged/Lost Goods – Where goods are delivered to or received by the customer damaged or there is a shortfall, the Company must be notified within three working days in order for replacement goods to be sent free of charge. No such claim will be accepted outside of this time limit. Any such replacement is subject to the provision by you of such proof of damage or shortfall as we may reasonably require.

Wallpaper - In the event of a fault, please send a sample of the product to us with the label – it should not be necessary to return all of the faulty product. Please do note that you should check all wallpaper products for faults before hanging. If the product is defective in any way or has a fault, replacement or refund will be made at no charge.