Customer Service

Private United Kingdom customers have certain cancellation rights under the Consumer Contracts Regulations 2013. Kent Blaxill offers the following returns policy.

Any customer wishing to exercise this right must notify Kent Blaxill by email to orders@kentblaxill.co.uk within 14 working days of receiving delivery. Once we have received your email we will contact you to arrange for our selected courier to collect your item(s).

Customers shall be entitled to a full refund minus the costs for the courier to collect and return the item(s) to us. You will be advised of this cost when your returns collection is booked as this is calculated on the weight of the items to be returned. We will then email you a returns label which you will need to print out and apply to the top of the packaging box you will be returning the item(s) in.

We advise all customers to keep hold of all the original packaging that your item(s) arrived in. All orders we despatch are carefully packaged to ensure that no damage occurs to the actual products when being handled, sorted and delivered you to. If you wish to return your items then please use the original packaging materials to re-package your item(s) to ensure that they arrive back to us undamaged so that they can be resold. Failure to use the original packaging to ensure the item(s) are packaged safely will lead to damage in transit and Kent Blaxill will reserve the right to deduct a partial, or withhold the full amount of any refund that may have been due, to cover the cost of any damage where we feel that due care has not been taken by you the customer to ensure the item(s) are protected during its return transit.

*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. We would always encourage you to request a Free Colour Chart or purchase a Sample Pot where available, before committing to purchasing a larger tin size.

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.