Refunds & returns

1. Refunds and Returns Please note that special terms apply to Consumers who wish to return goods, which prevail over the provisions of this Clause 2. Customers who are Consumers are referred to Clause 2. 1.1 Master Paintmakers is committed to providing our customers with the highest quality products and service. However, on rare occasions, products may be found to be faulty or defective. In such cases we offer the returns facilities described below. 1.2 If you purchase goods in the course of your business, the following provisions of this Clause shall apply. Other than the express provisions set out in these terms and conditions, all other terms and the implied terms or warranties relating to the supply of goods are excluded to the fullest extent permitted by law. Goods are not tested or sold as being fit for any particular application or for use under specific conditions, unless expressly agreed in writing. 1.3 Subject to the right of Consumers to return goods for refund under The Consumer Protection (Distance Selling) Regulations 2000 (see Clause 2), Master Paintmakers does not sell products on a trial basis. Customers are strongly advised to check suitability and specifications of products before ordering. In some instances, Customers may benefit from special price discounts issued by a manufacturer specifically for their benefit. Such goods are not returnable to the manufacturer and may not be sold to other customers. Accordingly, orders for such goods can not be cancelled and Master Paintmakers can only accept a return of such Goods where they prove to be defective and the Goods are returned for repair or replacement. 1.4 In the event that Master Paintmakers, at its discretion (unless the Consumer Protection (Distance Selling) Regulations 2000 apply, see Clause 2), agrees to accept the return for credit of unwanted products, the goods must be returned with Master Paintmakers prior written agreement within 14 days of delivery. The goods must be unopened and in perfect re-saleable condition. All goods returned in these circumstances (except where the Consumer Protection (Distance Selling) Regulations 2000 apply, see Clause 2) will be subject to a handling fee of 15% of Master Paintmakers sale price for the goods, or £20, whichever is the greater. 1.5 Subject to testing to verify any alleged fault, we will accept the return of defective goods for full refund or replacement at our option, if, but only if, the goods are returned within 14 days of delivery. Consumers who wish to return defective products are not obliged to follow the processes set out below, but are recommended to do so as this helps us to provide a more efficient returns service. 1.6 All returned goods (except those returned under Clause 2) must be accompanied by Master Paintmakers Returns Authorisation number (‘RA Number’) which can be obtained by contacting Customer Support on 0845 0949030. Returned goods will not be accepted without an RA Number. Do not write directly on the manufacturer’s packaging. Please write the RA number on an address label and attach it to the returned package. Any defacement of the manufacturer’s packaging or damage caused by inadequate packaging may result in the rejection of the return or an additional restocking fee, at Master Paintmakers sole discretion. 1.7 Master Paintmakers cannot accept liability for packages damaged during transit. It is the Customer’s responsibility to pack the product adequately to prevent damage. 1.8 Proof of postage is not proof of delivery and you are therefore strongly advised to send your package by recorded delivery, registered post or courier, and to insure the goods for their full value. 1.9 On receipt of the returned product, we will inspect it to identify the fault you have notified to us. 1.10 If following the inspection process, the product is found to be in good order without defect, we will return the product to you, and the carriage costs of this return will be your responsibility. This Clause does not apply to Consumers returning goods pursuant to Clause 2. 2. The Consumer Protection (Distance Selling) Regulations 2000 2.1 Contracts for the purchase of goods by a Customer not acting in the course of a business and made over the telephone or through the Master Paintmakers website, or by mail order, are, with the exception of certain excepted contracts, subject to The Consumer Protection (Distance Selling) Regulations 2000 (‘the Regulations’). 2.2 If the Regulations apply, Customers may cancel goods purchased from Master Paintmakers by sending a written notice of cancellation by post or hand delivery addressed to Master Paintmakers Ltd, Unit 2/3, The Marina, Stratford-upon-Avon, Warwickshire, CV37 6YY or by email to 2.3 The notice of cancellation must be delivered within 7 working days of the day after date of delivery of the goods. 2.4 The Customer will be responsible for the cost of returning the goods if he or she exercises this right of cancellation under the Regulations. If the Customer does not actually return the goods to Master Paintmakers, the Customer is under a duty to make the goods available for collection at the Customer’s expense from the address to which they were delivered. 2.5 The Customer is under a duty to retain possession of the goods whilst awaiting return to Master Paintmakers and to take reasonable care of them during this period. The Customer will be liable for any loss of or damage to the goods if he or she fails to comply with this obligation.