Returns and refunds policy

This policy applies to consumer purchases made directly from Thermoguard UK Ltd through thermoguard.uk or by telephone for delivery in England, Wales, Scotland or Northern Ireland. It covers Thermoguard paints, fire protection coatings, varnishes, primers, basecoats, topcoats and related goods sold directly by Thermoguard. If you bought from a merchant or another retailer, that business is your seller and you should contact it about your return. This policy does not govern business or trade purchases.

You may cancel an eligible distance order without giving a reason. Tell us within 14 days after the day you receive the goods. After telling us, return the goods within a further 14 days. Any clear statement is sufficient. You may use the Thermoguard return form, but using the form or obtaining prior approval is not required.

Paint, coating or varnish genuinely mixed or tinted to your requested colour code or specification is made to order and cannot usually be returned merely because you changed your mind. The same applies to other goods genuinely made to your specification or clearly personalised. A standard stock product or ordinary stocked colour is not excluded merely because you selected it from the available options. This exception does not affect your rights where goods are faulty, damaged, incorrectly supplied, incorrectly mixed, misdescribed or unfit for purpose.

You may inspect standard goods as you could in a shop. Please return them safely and, where possible, in their original packaging. Original packaging is not a condition of your statutory rights. If handling goes beyond what is reasonably necessary to inspect the goods, we may make a proportionate deduction for any proven reduction in value where the law permits. We do not charge a fixed restocking fee.

Goods must be of satisfactory quality, fit for purpose and as described. If goods are faulty, damaged on delivery, missing or incorrectly supplied, contact us promptly with your order details and a description of the issue. The short term right to reject faulty goods normally lasts 30 days from delivery or ownership, subject to the Consumer Rights Act 2015. After that, repair or replacement is usually the first remedy, followed where applicable by a price reduction or final rejection. If a fault appears within six months, it is generally treated as having been present at delivery unless Thermoguard proves otherwise. Photographs, labels, batch details and reasonable proof of purchase may help us assess the request but do not replace your statutory rights.

Email technical@thermoguard.co.uk or call 01142 768008. Give your name, order or invoice number, the goods and quantities concerned, your reason for return and your preferred remedy. We will provide the correct return destination and product specific packaging and carrier instructions. Any clear statement that you wish to cancel is sufficient and you may use the Thermoguard return form, but the form and prior approval are not required to exercise a valid statutory cancellation.

Returns are made by an appropriate carrier to the destination we provide. Thermoguard coatings, paints, varnishes and related products may be regulated for transport depending on the product and condition. Do not use ordinary post or an unsuitable carrier where product instructions or transport rules prohibit it. Do not dispatch damaged, leaking, decanted, contaminated, mixed or partly used material until you have received product specific packaging and carrier instructions. A delay by us in providing necessary instructions will not by itself remove cancellation rights notified in time.

For a change of mind return where the goods are not faulty, you normally pay the direct return cost if we told you before purchase that you would be responsible. For Thermoguard goods that cannot normally be returned by post, the relevant cost or a reasonable estimate must also have been provided before purchase. If the required information was not provided, we may be responsible for that cost. We bear reasonable return costs for faulty, damaged, missing or incorrectly supplied goods. No fixed restocking fee is charged.

For an eligible cancellation, we refund qualifying payments without undue delay and no later than 14 days after we receive the goods back or receive evidence that they were sent, whichever occurs first. We may withhold the refund until we receive the goods or evidence of return. We refund the least expensive standard outbound delivery charge offered for the order. Any extra amount paid for a more expensive delivery service is not normally refundable. Refunds are made by the original payment method unless you expressly agree otherwise, with no refund fee.

Contact us if you would prefer a replacement or exchange. Any voluntary exchange for a non faulty product is subject to product availability, the change of mind exclusions in this policy and safe return requirements. This does not limit any statutory right to a repair or replacement for faulty goods or goods that do not conform to the contract.