Check The Product Before You Leave The Counter
Please inspect paint, tinting details, accessories and quantities before leaving the branch or accepting delivery. If you notice a shortage, damaged tin, incorrect colour code, leaking container or missing item, tell us straight away so we can log it and sort the next step. Once product has been used, mixed into another finish, or stored badly, it becomes harder to assess fairly.
For tinting and colour-matched paint, we recommend keeping your colour reference, batch details and proof of purchase. Small variations can happen between different product lines, sheens and application methods, so it helps to check the sample carefully before you commit to a full repaint.
When A Return Or Exchange Can Be Accepted
We consider returns and exchanges on unopened, unused products in saleable condition, subject to proof of purchase and the branch manager’s approval. Paint, thinners, fillers, brushes, rollers and other decorator supplies must be returned with original packaging where possible. Custom tinted paint, mixed sample pots, special order items and products made to your specification may not qualify for return unless there is a fault on our side.
- Bring the item back with the receipt or invoice
- Keep the tin, lid and labels intact
- Do not break the seal or decant the contents
- Return it within a reasonable time after purchase
If you are unsure whether an item qualifies, call or send us a message first so we can advise before you travel in from Walmer, Randburg, Bellville or elsewhere.
How To Report A Fault Or Concern
If a product appears faulty, send us clear details as soon as possible. Include the product name, the shade name or tint code if there is one, the quantity, when you bought it and what problem you are seeing. Photos help a lot, especially for issues like skinning, separation, damaged containers, colour mismatch or finish inconsistency.
- Send a message through our contact form with your order details and photos
- State whether the issue was seen before opening or after application
- Tell us where the product was collected or delivered
- Keep the remaining product and packaging until we respond
We may ask a few follow-up questions so we can confirm whether the matter is related to storage, application, surface prep or a product defect. In some cases we will need to inspect the item before approving a return or replacement.
What Happens With Incorrect Colour Or Tinting Issues
We take colour-matching seriously, especially for repaint work where walls, trims and touch-ups need to line up. If a mixed colour does not match the approved sample, bring it back unopened if possible, or stop using it and contact us immediately. The faster we see it, the easier it is to compare the sample, the base and the tint details.
Where a colour concern is raised, we look at the original sample, the sheen level, lighting conditions and the surface on which it was tested. A colour can look different on fresh plaster, old painted walls or exterior masonry, so we may recommend a new sample pot or a corrected mix before any large order is processed.
Exchanges, Credits And Replacements
If a return is accepted, we will usually offer an exchange, replacement, or credit depending on the circumstances and stock availability. For trade customers, credit handling may follow the terms linked to the account and the size of the order. We try to keep things practical, especially when a contractor is mid-job and needs a quick resolution.
Replacement timing can depend on branch stock in Korsten, Sandton or Bellville, and on whether the item is a standard shelf product or a special tint. If you need an urgent swap, tell us your site location and deadline so we can see what is available. We understand that delays can affect labour and project schedules, and we will assess return and support requests based on the details provided.
Packaging, Storage And Product Care After Purchase
Many return problems come down to storage after collection, especially in coastal humidity or during long hot days in a bakkie. Keep paint tins sealed, upright and out of direct sun. Do not leave products in a vehicle overnight if temperatures are extreme. For liquid products, make sure the lids are fully closed after every use and wipe the rim before resealing.
- Store cans in a cool dry place
- Keep them away from frost, heat and direct sun
- Do not mix leftover product from different batches without checking first
- Use proper stirring before application
If a product has deteriorated because it was stored wrongly after sale, we may not be able to accept a return. Good care on site helps protect the finish and makes it easier to assess any genuine concern.
How Our Support Team Helps You Resolve Issues
Noluthando and the support team will guide you through the next step, whether you bought for a DIY room refresh or a larger contractor order. We can help with repaint troubleshooting, surface prep questions and product recommendations if the issue is linked to poor coverage, peeling, blistering or sheen differences. Sometimes the answer is not a return, but a better product choice or a corrected prep method.
Please include your branch, your contact number and the best time to call. If you are in Gqeberha, Joburg or Cape Town and need to speak to the right branch, we will direct you accordingly. Our aim is to keep the process fair and clear, and to help you get the job finished properly.
