Returns policy

Our Returns Policy forms part of our Terms of Service and should be used and read in conjunction with them. We reserve the right to change our Returns Policy at any time. This policy does not affect your statutory rights as a consumer.

Pigmented or coloured items

All products shown on our website and incorporated on the web shop including resins, microcements, paints, plasters and colour washes that are pigmented to order are bespoke products, mixed to the customer’s specific requirements.  These orders cannot be cancelled and are exempt from cancellation law (Consumer Contracts Regulations). We are also unable to accept returns of pigmented resins, paints, plasters or colour washes except if the product is found to be faulty. For further details see the faulty items section below.

Please see our colour accuracy statement, this relates to all pigmented products in the Achtis, ErreLAB, Politura or Rialto ranges.

Please also carefully note application and site conditions advice on the respective product pages and the Technical Datasheets. We cannot be held responsible for applying faulty paints or a colour which does not meet your requirements, nor for any delivery or other delay.

For the product to be returnable it must be unused and whole (in case of bundles it must consist of all the parts).

Please see below our policy regarding damaged or incorrect orders.

Returns of ready-mixed white paints, primers and painting accessories

You have the right to return or exchange any unopened and unused white paint, primers and/or painting accessories, if you tell us in writing within 14 days, starting the day after you receive your order.

You must notify our customer service team in writing of your wish to return or exchange your order by emailing orders@achtis.com or writing to our postal address.  When we receive your written notice, we will arrange collection and/or replacement as well as processing any refund due.

All items must be returned unused, sealed (if applicable) and in their original condition and original packaging.

Refunds are issued in full, including the original standard delivery charge, within 14 days of receiving the goods back (or proof you have sent them). Unless the items are faulty or incorrect, you pay the cost of returning them.

Damaged or faulty orders

Please check your order carefully immediately upon accepting the delivery.

Denting to the metal and plastic tins and minor leaks can occur during transit and these do not constitute a damaged/ faulty product.  

For small dents and leaks we do not accept returns if you can still use the products.  If the damage is excessive, to the point where the product cannot be used, we will ask you to send photographic evidence of the damage.  Once this has been assessed a full replacement will be issued.   

Please tell us about any damage or incorrect items as soon as possible, ideally on the day of delivery, by email to orders@achtis.com or in writing to our postal address, so we can claim from the courier. Please keep the box, all packaging and any damaged containers until we have assessed them, as we may need to forward evidence to the delivery company. This does not affect your statutory rights.

Please ensure you quote your full order number in your correspondence and send us pictures of the package(s) showing the top and sides as well as the packaging and all the goods taken out of the box with the labels clearly showing.

Please note that if any items are delivered to an alternate location or left without a signature, it is still your responsibility to ensure goods have been delivered correctly and to let us know about any problems as soon as possible, as stated above. Bear in mind that delivery to a neighbour, secure location or the signature of the delivery driver, constitutes as a valid delivery.

We will send out replacements without delay once the damage has been assessed. 

Incorrect or wrong orders

On the rare occasion that you receive the wrong goods (incorrect colour, size or item) we will arrange to have your correct order dispatched as soon as possible following notification.  You can let us know by phone or email orders@achtis.com

We will also arrange to have the incorrect items collected and ask that you repackage it in the same package it was delivered in.  The courier can pick up the parcel between 8 am and 6 pm on a workday that’s suitable for you. Parcels cannot be left unattended for pickup. You will not need to label it but will need to write the delivery address and consignment number on your parcel(s).

Faulty items

If any goods turn out to be faulty, please tell us as soon as possible by email to orders@achtis.com or in writing to our postal address, and we will replace them or give you a credit or refund. As a consumer, you have 30 days from delivery to reject faulty goods for a full refund, and after that you are still entitled to a repair or replacement. This does not affect your statutory rights.

Faulty products need to be returned to us, then they can will be inspected by us and/or the manufacturer.  If necessary, they will be sent away for analysis. Unfortunately, this can take as long as 30 days, this timeframe does not affect your statutory rights. If the product is deemed to be of an unacceptable standard, we will offer you a replacement or refund. Credit, refund or replacement for items will be issued within 14 days once the claim has been validated.