Returns & Refunds Policy

Last updated: October 2026

At Refinish Alliance Ltd, we want customers to be satisfied with the products they purchase from us. This Returns & Refunds Policy explains when products may be returned, when refunds may be available, and the additional conditions that apply to custom-mixed paints, coatings and other made-to-order products.

Nothing in this policy is intended to limit or exclude any statutory rights that cannot legally be excluded.

1. Standard Products

If you are a consumer purchasing through our website, you will normally have the right to cancel your order for eligible standard products within 14 days of receiving the goods, in accordance with applicable UK consumer legislation.

You must notify us of your decision to cancel within the applicable cancellation period.

Unless the goods are faulty, incorrect or not as described:

• products must be returned unused, complete and, where reasonably possible, in their original packaging;

• you are responsible for ensuring the goods are adequately packaged for return; and

• we may make a deduction where the value of the goods has been reduced as a result of handling beyond what would reasonably be necessary to inspect them.

Certain products are excluded from cancellation rights, including products made to a customer's specification or clearly personalised.

2. Custom-Mixed Paints and Coatings

Paints, coatings, aerosols and related products that are specifically mixed, tinted, filled or manufactured to a customer's requested specification, colour code, formula, variant, shade or other instruction are made-to-order products.

Where such products are made specifically to your requirements and fall within the applicable statutory exemption for goods made to a consumer's specification or clearly personalised, they cannot be cancelled, returned or refunded simply because you have changed your mind.

Once mixing or manufacture has commenced, an order for a custom-mixed product cannot normally be amended or cancelled.

Customer-selected colours

Where you provide or select the:

• manufacturer colour code;

• paint code;

• colour name;

• formula;

• colour variant;

• shade;

• vehicle registration or vehicle details;

• RAL, BS or other colour reference; or

• any other colour specification,

we will produce the product based on the information selected or supplied.

It is the customer's responsibility to ensure that the requested colour, code, variant and specification are appropriate for the intended application.

A product will not be considered faulty solely because the customer has selected the wrong colour code, formula, shade or variant.

We do not offer refunds or exchanges for correctly mixed paint where the colour or shade supplied corresponds with the specification ordered by the customer.

3. Automotive Colour Matching and Shade Variation

Customers should be aware that an automotive paint code does not necessarily represent one visually identical colour.

The same manufacturer colour code may have multiple variants or shades due to factors including production plant, model year, manufacturing tolerances, substrate, previous refinishing, ageing, weathering and environmental exposure.

For this reason, supplying paint to a manufacturer's colour code or selected variant does not constitute a guarantee of an invisible colour match to an existing vehicle finish.

Where an exact or close match is critical, we strongly recommend professional colour identification, variant selection and/or physical colour matching before ordering.

4. Spray-Out Card Requirement for Mixed Paint

All mixed paint must be checked before it is applied to the vehicle, item, object, component, substrate or final job.

Before application, the customer or paint technician must prepare an appropriate spray-out/test card using the supplied product and normal intended application process.

The spray-out should be:

• prepared before the final substrate is painted;

• applied using an appropriate groundcoat, number of coats and application method;

• allowed to dry or cure sufficiently to assess the colour;

• compared with the intended colour under suitable lighting conditions; and

• retained if there is any concern regarding colour accuracy.

Do not proceed with application if the spray-out card indicates that the colour is incorrect or unsuitable.

If you believe that Refinish Alliance has supplied or mixed an incorrect colour, you should stop work immediately and contact us before applying the product to the vehicle or final substrate.

Colour discrepancy claims

Where a return, replacement, credit or refund is requested because a custom-mixed paint is alleged to be incorrectly mixed, we will normally require:

1. the order or invoice number;

2. the colour code and/or formula ordered;

3. photographs of the vehicle or intended colour where relevant;

4. photographs of the product label;

5. the original spray-out/test card produced before application;

6. details of the application process and paint system used where relevant; and

7. the remaining unused paint for inspection or testing if requested.

The spray-out card provides important evidence allowing us to determine whether the product has been incorrectly formulated or whether the difference results from variant selection, application technique, substrate, groundcoat, film build or another factor.

Customers should therefore retain the spray-out card until they are satisfied with the colour.

Where paint has been applied to the final vehicle or substrate without first carrying out and checking an appropriate spray-out, this may materially limit our ability to investigate a colour discrepancy. In those circumstances, we may decline a discretionary return, replacement, credit or refund where the alleged colour discrepancy cannot reasonably be verified.

This does not exclude any statutory rights that the customer may have where goods are proven to be faulty, incorrectly supplied or not as described.

5. Paint Applied Without Prior Colour Verification

Application of mixed paint to a vehicle, panel or other final substrate is regarded as acceptance by the customer that they have carried out appropriate professional checks, including a spray-out where colour accuracy is relevant.

Refinish Alliance will not normally accept responsibility for:

• labour charges;

• preparation costs;

• masking costs;

• dismantling or reassembly;

• paint or consumables used alongside the disputed product;

• loss of workshop time;

• vehicle downtime;

• rectification or repainting costs; or

• consequential losses,

arising from a colour or shade discrepancy which could reasonably have been identified by an appropriate spray-out before application, subject always to any liability which cannot lawfully be excluded.

6. Incorrect Colour Code or Variant Selected by the Customer

Where Refinish Alliance has supplied the colour, formulation or variant requested on the order, but the customer subsequently determines that a different code, formulation or variant was required, the product is not considered incorrectly supplied.

This includes circumstances where:

• the vehicle manufacturer lists multiple variants against the same paint code;

• the customer's vehicle differs from the manufacturer's standard formula;

• the vehicle has faded, aged or weathered;

• previous repairs have altered the existing colour;

• a registration lookup or other vehicle data identifies a colour code which does not provide an acceptable physical match; or

• the customer chooses one variant when another variant would provide a closer match.

In these circumstances, custom-mixed products are non-returnable and non-refundable.

We may, at our discretion, offer technical assistance or help identify an alternative formulation. Any such assistance does not constitute an admission that the original product was incorrectly supplied.

7. Colour Matching Services

Where we physically colour-match a sample, panel or vehicle, we will use reasonable skill and care to obtain an appropriate formulation.

However, the final appearance of any coating can also be affected by factors outside our control, including:

• spray gun setup;

• air pressure;

• application technique;

• flash-off time;

• number of coats;

• film thickness;

• orientation coat application;

• substrate;

• primer or groundcoat colour;

• clearcoat;

• drying conditions; and

• blending technique.

A spray-out card must therefore still be produced and approved before application to the final job.

8. Faulty or Incorrectly Supplied Goods

If you are a consumer and the goods supplied are faulty, not as described or otherwise fail to meet the requirements of applicable consumer law, you may have statutory rights to a refund, repair or replacement.

Please contact us as soon as reasonably possible with:

• your order number;

• details of the issue;

• photographs where appropriate; and

• any other information reasonably required to investigate the issue.

For mixed-colour complaints, please also provide the spray-out evidence described above wherever available.

Nothing within our custom-mixed paint provisions removes your statutory rights where Refinish Alliance has genuinely supplied faulty goods or goods which do not correspond with what was ordered.

9. Incorrect Items Supplied by Refinish Alliance

If we send you a product different from the product stated on your order confirmation, please contact us before using or opening the product wherever reasonably possible.

We will arrange an appropriate remedy and, where applicable, cover reasonable return costs.

10. Damaged Goods

Please inspect your delivery as soon as reasonably possible.

If goods arrive damaged, leaking or otherwise materially affected in transit, please notify us promptly and provide:

• your order number;

• photographs of the external packaging;

• photographs of the damaged product; and

• photographs of any relevant carrier labels.

Please retain the goods and packaging until we confirm whether they need to be returned or inspected.

11. Products We Cannot Normally Accept for Change-of-Mind Returns

Subject to your statutory rights, we do not normally accept change-of-mind returns for:

• custom-mixed paint or coatings;

• custom-filled aerosols;

• made-to-order products;

• products manufactured, modified or prepared to your specification;

• opened paint, coatings, hardeners, thinners or chemical products;

• products that have been used;

• products contaminated after delivery;

• products that cannot safely be resold; or

• products which have become inseparably mixed with another product or material.

12. Returned Standard Goods

Do not return goods without first contacting Refinish Alliance.

Where a return is authorised, goods should be securely packaged and returned in accordance with the instructions provided by us.

You remain responsible for goods until they are received by us unless we have arranged collection.

Where a consumer is exercising a statutory right because goods are faulty, incorrect or not as described, our obligations regarding reasonable return costs will apply in accordance with applicable law.

13. Refunds

Where a refund is due, it will normally be made using the original payment method unless otherwise agreed.

Statutory consumer refunds will be processed within the timescales required by applicable UK law.

Any discretionary refund or credit outside your statutory rights may be subject to our approval and reasonable conditions.

14. Trade and Business Customers

Orders made wholly or mainly for the purposes of a business, trade, profession or workshop are treated as business-to-business transactions rather than consumer transactions.

Consumer cancellation rights do not apply to business customers.

Unless otherwise agreed by us in writing:

• correctly supplied goods are non-returnable;

• custom-mixed products are non-returnable and non-refundable;

• mixed paint remains subject to the spray-out and colour-verification requirements set out above; and

• any return that we agree to accept is at our discretion and may be subject to handling, carriage or restocking charges.

Nothing in this section excludes liability which cannot lawfully be excluded.

15. Before Ordering Mixed Paint

By ordering custom-mixed paint from Refinish Alliance, you acknowledge that:

• the product will be prepared specifically to the specification requested;

• automotive colour codes may contain multiple variants;

• a colour code alone cannot guarantee a perfect visual match to an existing finish;

• you are responsible for checking the colour specification you order;

• you must carry out a spray-out before final application;

• you must stop and contact us if the spray-out indicates a potential problem; and

• correctly mixed bespoke paint cannot normally be returned because the selected colour or shade is unsuitable.

16. Contact Us

For returns, damages or product queries, please contact:

Refinish Alliance Ltd
Company No. 16646546
32 Shepherds Down
Alresford
Hampshire
SO24 9PP
United Kingdom

Please include your order number and relevant supporting information when contacting us.

Your statutory rights are not affected.