At Decor Express, we want you to be happy with your purchase. If something isn’t right or you need to return an item, please contact us first so our team can advise you on the quickest and most appropriate next steps.

Email: sales@decor-express.co.uk
Telephone: 020 7228 1122

Please include your order number whenever possible.

Online Orders – Your Right to Cancel

If you are a consumer and have purchased a standard product from us online, you have the right to cancel your order without giving a reason.

You must let us know that you wish to cancel within 14 days of receiving your order.

Once you have notified us of your cancellation, you then have a further 14 days to return the goods to us.

You can notify us by email at sales@decor-express.co.uk. You do not have to use a specific cancellation form, provided you clearly tell us that you wish to cancel.

These cancellation rights apply to eligible standard products and do not apply to certain customised or made-to-order goods, including paint mixed specifically to your chosen colour.

Our 30-Day Returns Policy

In addition to your statutory cancellation rights, Decor Express offers a 30-day returns period for eligible unwanted standard products.

To qualify for a return under our 30-day returns policy, products must be:

unused;
unopened;
in their original packaging;
complete with all supplied parts and accessories;
in a resalable condition; and
accompanied by proof of purchase.

The 30-day period begins on the date your order is delivered or collected.

This additional returns policy does not affect your statutory rights.

Mixed-to-Order, Tinted & Colour-Matched Paint

Paint that has been mixed or tinted specifically to your chosen colour is prepared especially for your order and cannot be returned, exchanged or refunded simply because you have changed your mind.

This includes:

paint tinted to a colour selected by you;
paint mixed to a colour from another manufacturer;
colour-matched paint;
paint mixed following a colour scan or physical sample; and
other bespoke paint prepared specifically to your colour requirements.

Please carefully check the brand, product, colour, finish and size before placing your order.

We strongly recommend purchasing a tester or sample pot where available before ordering larger quantities, particularly where colour appearance is important.

Your statutory rights are not affected if mixed-to-order paint is faulty, incorrectly mixed, damaged or not as described.

Cancelling Mixed Paint

If you wish to cancel an order containing mixed-to-order paint, please contact us immediately.

Because these products are prepared specifically for your order, cancellation may not be possible once the mixing or preparation process has started.

If the paint has not yet been mixed, we will do our best to accommodate your request.

Special Order & Customised Products

Certain products ordered or prepared specifically to your requirements may not be eligible for cancellation or return where they have been customised, cut, altered or specially ordered for you.

We will make this clear where applicable.

If you are unsure whether an item is returnable, please contact us before ordering.

How to Request a Return

Before returning any goods, please contact us at:

sales@decor-express.co.uk

Please provide:

your order number;
the product you wish to return;
the reason for the return; and
photographs where the item is damaged, faulty or incorrect.

Our team will confirm whether the product is eligible for return and provide the appropriate return instructions.

Please do not send goods back without contacting us first, particularly paints, liquids, aerosols, adhesives, solvents or other products that may be subject to courier restrictions.

Returning Unwanted Products

If you are returning an unwanted eligible product because you have changed your mind, you are responsible for arranging and paying for the return unless we agree otherwise.

We recommend using a tracked delivery service and packaging the goods carefully, as you are responsible for the products until they are received by us.

Please ensure that products are securely packaged to prevent damage in transit.

Condition of Returned Products

For returns made under your statutory online cancellation rights, you may inspect the goods in the same way that you reasonably would in a shop.

If the value of the goods has been reduced because they have been handled more than necessary to establish their nature, characteristics or functioning, we may make an appropriate deduction from the refund where permitted by law.

For returns made under our additional 30-day returns policy, goods must be unused, unopened and in a fully resalable condition.

Refunds for Cancelled Online Orders

Where you exercise your statutory right to cancel an eligible online order, we will refund the price paid for the returned products.

If you cancel your entire order, we will also refund the cost of our standard delivery service where applicable.

If you chose a delivery service that was more expensive than our standard delivery option, we are not required to refund the additional delivery upgrade.

The cost of returning unwanted goods remains your responsibility unless the goods are faulty, damaged, incorrect or otherwise not as described.

When Will I Receive My Refund?

For eligible online cancellations, refunds will be processed in accordance with your statutory rights once the goods have been returned to us or you have provided appropriate evidence that they have been sent back.

For returns made under our additional 30-day returns policy, we will process the refund once the returned products have been received and inspected.

Refunds will normally be made to the original payment method used for the purchase.

After we process the refund, your bank or payment provider may take additional time to show the funds in your account.

Damaged, Faulty or Incorrect Products

My Order Has Arrived Damaged

We take considerable care when preparing and packing orders, but occasionally goods can be damaged during transit.

If your order arrives damaged, please contact us as soon as reasonably possible so we can investigate the issue promptly.

Please email sales@decor-express.co.uk and include:

your order number;
a description of the damage;
photographs of the damaged product;
photographs of the outer packaging;
photographs of the internal packaging; and
a clear photograph of the courier label.

Please keep the product and all packaging until we have completed our initial investigation, as the courier may require further evidence.

Reporting transit damage promptly helps us investigate your claim with the courier but does not affect your statutory consumer rights.

My Paint Tin Has Arrived Dented

Paint tins can occasionally suffer cosmetic dents during transportation.

A minor dent to the container does not necessarily mean that the paint inside has been damaged.

However, please contact us if:

the tin is leaking;
the lid or rim is significantly damaged;
the tin cannot be securely resealed;
a significant amount of paint has been lost; or
you believe the paint itself has been affected.

Please send us photographs of the tin, lid, packaging and courier label so that we can assess the damage.

My Paint Has Leaked in Transit

If paint has leaked during delivery, please take photographs before cleaning or disposing of the packaging, where reasonably possible.

We may require photographs showing:

the paint tin;
the lid and rim;
the amount of paint lost;
the inside of the parcel;
the outer packaging; and
the courier shipping label.

Please contact sales@decor-express.co.uk with your order number and photographs.

Do not dispose of the damaged tin or packaging until we have confirmed that we have all the information required.

I Have Received the Wrong Product

If we have sent you an incorrect product, please contact us before using or opening it.

Please provide:

your order number;
the name of the product you ordered;
a photograph of the product received; and
a clear photograph of the product label where applicable.

Once we have reviewed the issue, we will arrange an appropriate resolution.

Where the error is ours, you will not be responsible for reasonable return costs.

Something Is Missing From My Order

Larger orders may be dispatched in more than one parcel, and parcels can occasionally become separated while travelling through the courier network.

Please check your tracking information first to see whether another parcel is still in transit.

If all parcels are showing as delivered and an item is still missing, contact us with your order number and details of the missing product so we can investigate.

Faulty Products

If you believe a product is faulty, please stop using it once you become aware of the issue, where reasonably possible, and contact us.

Depending on the product and nature of the fault, we may ask you to provide:

photographs or videos;
the batch number;
the product label;
details of how and where the product was used; or
the remaining product for inspection.

Where a product is confirmed to be faulty, your available remedy may include a refund, repair or replacement as appropriate.

Nothing in this policy limits your statutory rights in relation to faulty goods.

Colour & Mixed Paint Issues

The Colour Does Not Look as Expected

Colours can appear different depending on lighting, surrounding colours, surface preparation, sheen level, application method and the device or screen used to view a colour online.

Colours shown on computer screens, phones and tablets are therefore for guidance only.

For this reason, we strongly recommend testing a sample or tester in the intended space before ordering larger quantities.

A difference between a colour displayed on a screen and the appearance of correctly mixed paint does not necessarily mean that the product is faulty.

I Think My Paint Has Been Mixed Incorrectly

If you believe that your paint has been mixed incorrectly, please contact us before continuing to use the product, where possible.

Please provide:

your order number;
photographs of the paint label;
the colour name or reference ordered;
photographs showing the issue; and
details of the surface and application where relevant.

Please retain the paint tin, tinting label and remaining paint while we investigate.

We may need to check the tinting formula, batch information or product with the manufacturer before confirming the appropriate resolution.

Restricted & Hazardous Products

Certain products such as aerosols, solvents, adhesives, varnishes and other hazardous or restricted materials may be subject to special transport requirements.

Please do not return these products using a standard postal or courier service without contacting us first.

If a restricted product needs to be returned, we will advise you of the appropriate return procedure.

Transport restrictions do not affect any statutory rights you may have if a product is faulty, damaged, incorrect or otherwise not as described.

In-Store Purchases

If you purchased an item directly from one of our stores and have simply changed your mind, there is no automatic statutory right to a refund.

However, eligible standard products may be accepted under our 30-day returns policy, provided they are unused, unopened, in their original packaging, in a resalable condition and accompanied by proof of purchase.

Mixed-to-order, tinted, colour-matched, customised and certain special-order products cannot be returned for change of mind.

Your statutory rights in relation to faulty, damaged or incorrectly described products are not affected.

Trade & Business Customers

Statutory consumer cancellation rights apply to purchases made by consumers and do not necessarily apply to purchases made wholly or mainly for business purposes.

Returns for trade or business purchases are subject to our applicable Terms & Conditions and any agreed account terms.

Please contact us if you need to discuss the return of a business or trade order.

Returning Products to Decor Express

Please contact us before returning any goods so that we can confirm the appropriate return location and procedure.

Email: sales@decor-express.co.uk
Telephone: 020 7228 1122

Please quote your order number in all correspondence.

Do not return restricted, hazardous or courier-controlled products until we have provided return instructions.

Your Statutory Rights

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or affect your statutory rights.

This policy should be read together with our Terms & Conditions, Delivery Information and Frequently Asked Questions.