Shipping policy

SHIPPING & DELIVERY POLICY

Last updated: October 2026

At Refinish Alliance Ltd, we aim to dispatch orders quickly and provide reliable delivery throughout the United Kingdom and Ireland.

This Shipping & Delivery Policy explains our delivery options, cut-off times, charges and any restrictions that may apply.

1. UK MAINLAND DELIVERY

We offer delivery throughout eligible UK mainland areas.

Free Standard Delivery

Free standard UK mainland delivery is available on orders over £75.

The £75 threshold is calculated on the value of qualifying goods after discounts and promotions have been applied.

Free delivery does not normally apply to:

  • Scottish Highlands;

  • Scottish Islands;

  • Northern Ireland;

  • Republic of Ireland;

  • Isle of Man;

  • Channel Islands;

  • other offshore locations;

  • exceptionally large or heavy consignments; or

  • products requiring specialist or hazardous-goods carriage where an additional charge applies.

Where a delivery surcharge applies, this will normally be displayed at checkout or we will contact you before dispatch.

2. ORDERS UNDER £75

Orders below the free-delivery threshold will be charged the applicable delivery rate shown at checkout.

Delivery charges may vary depending upon:

  • destination;

  • parcel weight;

  • parcel dimensions;

  • hazardous-goods classification;

  • delivery speed; and

  • courier requirements.

3. NEXT-DAY DELIVERY

Where next-day delivery is available, orders must be placed and payment successfully completed before 2:00pm on a working day.

Orders received after 2:00pm will normally be processed on the following working day.

For example:

  • an eligible order placed before 2:00pm on Monday would normally be dispatched for delivery on Tuesday;

  • an order placed after 2:00pm on Monday would normally be processed on Tuesday for delivery from Wednesday; and

  • orders placed after 2:00pm on Friday, or during a weekend or public holiday, will normally begin processing on the next working day.

Next-day delivery is not a guaranteed service unless expressly stated as guaranteed at checkout or confirmed by Refinish Alliance in writing.

Courier delays outside our reasonable control can occasionally occur.

4. WHAT COUNTS AS A WORKING DAY?

For the purposes of dispatch and delivery, working days are normally:

Monday to Friday, excluding UK bank and public holidays.

Orders placed on weekends or bank holidays will normally begin processing on the next working day.

5. CUSTOM-MIXED PAINT

Orders containing custom-mixed paint may require additional processing time before dispatch.

This includes products such as:

  • custom-mixed automotive paint;

  • industrial paint;

  • RAL and BS colours;

  • colour-matched paint;

  • mixed aerosols;

  • bespoke coatings; and

  • other products prepared specifically to customer requirements.

Our 2:00pm cut-off does not guarantee same-day dispatch of a bespoke product where additional colour identification, mixing, checking, manufacture or preparation is required.

We will nevertheless aim to process custom-colour orders as quickly as reasonably possible.

6. SCOTTISH HIGHLANDS AND ISLANDS

We are pleased to deliver to the Scottish Highlands and Islands.

However, these destinations are excluded from our standard free UK mainland delivery offer and may incur an additional delivery charge.

Delivery may also take longer than standard mainland services.

Charges and estimated delivery times depend upon the postcode, consignment and products ordered.

Any applicable delivery charge will normally be calculated at checkout. If our website cannot calculate the appropriate charge automatically, we may contact you before dispatch.

7. NORTHERN IRELAND

We accept orders for delivery to Northern Ireland.

Northern Ireland deliveries may:

  • incur additional carriage charges;

  • take longer than standard UK mainland delivery;

  • be subject to courier restrictions; and

  • have restrictions applying to paints, aerosols, solvents, hardeners or other dangerous goods.

Free UK mainland delivery does not apply to Northern Ireland unless we specifically state otherwise.

8. REPUBLIC OF IRELAND

We also accept orders for delivery to the Republic of Ireland where the products concerned can legally and practically be transported to the destination.

Republic of Ireland delivery charges are calculated separately from UK mainland delivery and free UK mainland delivery does not apply.

International delivery may involve:

  • additional carriage charges;

  • longer transit times;

  • customs procedures;

  • VAT or tax requirements;

  • import formalities;

  • dangerous-goods restrictions; and

  • limitations on particular chemical products.

Where customs duties, import taxes or other destination charges are legally payable by the recipient, these will be the customer's responsibility unless expressly stated otherwise at checkout.

9. HAZARDOUS AND DANGEROUS GOODS

A significant proportion of automotive and industrial refinishing products are subject to transport regulations.

Products including certain:

  • paints;

  • aerosols;

  • thinners;

  • solvents;

  • hardeners;

  • activators;

  • adhesives; and

  • other chemicals

may be classified as dangerous goods for transport.

This can affect the couriers, delivery services and destinations available.

As a result:

  • next-day services may not be available for all products;

  • certain products may require specialist carriage;

  • delivery to offshore areas may be restricted;

  • delivery to Ireland may be restricted;

  • additional charges may apply; and

  • some products may not legally be sent to certain destinations.

If we cannot deliver a product using the delivery method selected, we will contact you with the available options.

10. LARGE, HEAVY OR BULK ORDERS

Some bulk, oversized, palletised or unusually heavy orders may require specialist delivery.

These orders may not qualify for normal parcel-carrier delivery or standard free delivery.

Where additional carriage is required, we will either:

  • display the applicable charge at checkout; or

  • contact you before dispatch to agree the delivery arrangements.

11. DELIVERY TIMES

Any delivery date or timeframe shown on our website is an estimate unless expressly described as guaranteed.

We aim to meet estimated delivery times, but delays can occasionally occur due to circumstances outside our reasonable control, including:

  • courier disruption;

  • adverse weather;

  • road closures;

  • industrial action;

  • vehicle breakdown;

  • stock shortages;

  • manufacturer delays;

  • hazardous-goods transport restrictions;

  • customs delays;

  • major demand periods; or

  • other transport disruption.

Consumers retain any statutory rights relating to delivery.

Business customers should avoid arranging irreversible workshop schedules, vehicle collections or customer handovers solely on the basis of an estimated delivery date.

12. MULTIPLE-PARCEL AND SPLIT DELIVERIES

Orders containing multiple products may occasionally arrive in more than one parcel or delivery.

This can occur where:

  • products are dispatched separately;

  • dangerous goods require separate handling;

  • different warehouse locations are involved;

  • items require specialist packaging; or

  • part of the order is temporarily unavailable.

Where practical, we will provide appropriate tracking information.

13. DELIVERY ADDRESS

Customers are responsible for entering a complete and accurate delivery address when placing an order.

Please carefully check:

  • recipient name;

  • company name where applicable;

  • building name or number;

  • street;

  • town or city;

  • postcode;

  • contact telephone number; and

  • any relevant delivery instructions.

We are not responsible for avoidable delays or additional charges caused by incorrect or incomplete information supplied by the customer, except where the error was caused by Refinish Alliance.

14. CHANGING A DELIVERY ADDRESS

If you need to amend a delivery address, please contact us as quickly as possible.

We cannot guarantee that an address can be changed after an order has been processed or dispatched.

For fraud-prevention or payment-security reasons, we may be unable to redirect certain orders after payment has been authorised.

15. DELIVERY ATTEMPTS

Where a courier attempts delivery but is unable to complete it because:

  • nobody is available;

  • access cannot be obtained;

  • an incorrect address has been provided;

  • delivery is refused; or

  • another customer-controlled issue prevents delivery,

the courier may:

  • attempt redelivery;

  • leave the parcel at an authorised location;

  • deliver to a collection point; or

  • return the shipment to us.

Where a parcel is returned to Refinish Alliance due to circumstances attributable to the customer, reasonable redelivery charges may apply where legally permitted.

16. LEAVING GOODS IN A SAFE PLACE

Where a customer authorises a courier to leave goods in a designated safe place, with a neighbour or according to another delivery instruction, this may affect responsibility for the parcel after delivery has been completed in accordance with that instruction.

Certain hazardous, high-value or restricted products may require a signature or personal handover and may not be eligible for unattended delivery.

17. DAMAGED DELIVERIES

Please inspect your delivery as soon as reasonably possible.

If goods arrive:

  • damaged;

  • leaking;

  • crushed;

  • opened;

  • incomplete; or

  • otherwise visibly affected in transit,

please contact Refinish Alliance promptly.

Where possible, please provide:

  • your order number;

  • photographs of the parcel before opening;

  • photographs of the outer packaging;

  • photographs of courier labels;

  • photographs of the damaged product; and

  • details of any missing items.

Please retain all packaging and affected products until we confirm whether they need to be inspected or returned.

18. MISSING ITEMS

If an item appears to be missing, first check:

  • all packaging;

  • whether the order has been dispatched in multiple parcels; and

  • any tracking information provided.

If an item remains missing, please contact us with your order number and details of the missing product.

19. DELIVERY TRACKING

Where tracking is available, tracking information will normally be provided once the relevant shipment has been processed by the courier.

Tracking updates are supplied by the carrier and may occasionally take time to update following collection.

20. FAILED OR LOST DELIVERIES

If tracking indicates that a delivery has not progressed for an unreasonable period or you believe a parcel has been lost, please contact us.

We will investigate the shipment with the courier and provide the appropriate remedy where required.

Customers should not independently dispose of, replace or return goods relating to an active courier investigation without contacting us first where reasonably practicable.

21. COLLECTION

Where a collection service is offered, collection arrangements and availability will be shown separately or agreed directly with Refinish Alliance.

An order should not be considered ready for collection until we have confirmed that it is available.

22. DELIVERY RESTRICTIONS

We reserve the right to refuse or restrict delivery where:

  • carriage would breach transport regulations;

  • a product cannot legally be transported to the destination;

  • the courier will not accept the relevant dangerous goods;

  • suitable specialist carriage is unavailable;

  • the address is inaccessible or invalid;

  • the destination falls outside our available delivery network; or

  • other legal or safety restrictions apply.

If we are unable to fulfil an order for these reasons, we will contact the customer and refund any affected product or delivery charge where appropriate.

23. FREE DELIVERY PROMOTIONS

Unless expressly stated otherwise, any reference to Free UK Delivery or Free Delivery Over £75 means free standard delivery to eligible UK mainland addresses only.

It does not automatically include:

  • Scottish Highlands;

  • Scottish Islands;

  • Northern Ireland;

  • Republic of Ireland;

  • Isle of Man;

  • Channel Islands;

  • offshore locations; or

  • consignments requiring exceptional or specialist freight.

From time to time we may run promotions extending free delivery to additional destinations or reducing the qualifying order value.

Any promotion-specific terms will apply alongside this policy.

24. CONTACT US

For delivery enquiries, please contact Refinish Alliance using the contact information displayed on our website.

Please provide your order number wherever possible so that we can locate the shipment quickly.

Refinish Alliance Ltd
Company No. 16646546
England and Wales