6.1 We aim to dispatch your order within 1 to 2 working days from Order Confirmation.
6.2 If we are unable to supply you with any Product by the estimated delivery date, for example because that Product is not in stock or no longer available, or because of an error in the price on our Website, we will inform you of this by email.
6.3 Whilst we will endeavour to meet any stated dispatch and delivery dates and/or times, we cannot guarantee these and accept no responsibility for any delays in deliveries due to any act or omission of third party delivery organisations and couriers as used by us from time to time. As such we will not be liable for any loss or damage of whatever nature suffered by you as a result of any delay or failure to deliver which is due wholly or partly to circumstances beyond our reasonable control.
6.4 All delivery charges will be clearly stated during your order process prior to confirming your purchase at checkout. Please contact us for more information on your delivery at firstname.lastname@example.org.
6.5 Each delivery of Products will be accompanied by a delivery note which shows the date of your order, all relevant reference numbers, the type and quantity of the Products, and, if the order is being delivered by instalments, the outstanding balance of Products remaining to be delivered.
6.6 Delivery of an order shall be completed when the Products are delivered to the address you provided on ordering the Products or when you (or a carrier organised by you) collect them from us. The Products will be your responsibility, and at your risk, from that time.
Shipping to a different delivery address
6.7 We are happy to arrange delivery of your order to an address that is different from your credit or debit card billing address. Please ensure that you have checked your address details carefully on submitting your order as you are responsible for ensuring that you are able to take delivery of the Products.
6.8 Delivery addresses cannot be changed once the order has been dispatched and we will not be held responsible for lost deliveries which result from an incorrect delivery address, as entered by you.
6.9 If no one is available at your address to take delivery a card will be left for you to either rearrange delivery or to collect the package from a designated depot. After a period of time your package will be returned to us, in which case please contact us at email@example.com to rearrange delivery, alternatively we may contact you to arrange redelivery and take payment for any applicable redelivery fees before re-dispatching the Product.
6.10 If you do not arrange redelivery within 1 month of your order being returned to us we will refund the price paid for the Products, less any delivery charges incurred by us.
Problems upon delivery
6.11 If you receive any Products which are either damaged or missing or the packaging has been opened, please inform us and also register all reservations and complaints with the carrier or refuse the package if it is appears to have been opened or damaged.
6.12 If you have not been able to inform the carrier or you discover the problem later please contact us at firstname.lastname@example.org.
Inspection on delivery
6.13 You are to check the Products upon delivery to ensure they correspond with the type and colour specified in your order. Where you feel the Products are of the incorrect colour we request you take photos of the Products, in particular Paint, and send them to us at email@example.com, along with details of your order number, prior to returning the Products to us. We will then review the photos to establish if the Product is the incorrect colour.
6.14 We can replace Products of the incorrect type or colour provided the Products originally supplied to you are returned in accordance with clause 7.
6.15 We cannot however accept returns of Products (or liability for them under these Terms of Sale) where they have been used, unless they are faulty. This restriction will apply where the Products were not the type and colour specified in your order but were used in any event.
6.16 We do not deliver to addresses outside the UK. Where you are located outside of the UK you will not be able to make purchases via our Website. Please get in contact with us at firstname.lastname@example.org about where to purchase our products from outside of the UK.
7 CANCELLATION, RETURNS POLICY & PROCEDURE
Where you are purchasing Paint, please read clauses 7.1 and 7.6 carefully
7.1 You may cancel an order at any time prior to us sending our Order Confirmation by contacting us at email@example.com; we will confirm your cancellation in writing to you and refund any monies already paid.
7.2 You may cancel any order for Accessories any time before we despatch those Products.
7.3 Where your order is only for Accessories, we will refund amounts paid for Accessories (including delivery charges for the Accessories) if you cancel the order under clause 7.2 and you have made any payment in advance.
7.4 Where your order is for Accessories and Paint, we will refund amounts paid for Accessories if you cancel the order for Accessories under clause 7.2. However, we may not be able to provide a full refund (or any refund) of the delivery charges for the Accessories. This is because the Paint will still be delivered and incur delivery charges due to size and weight, which may not reduce even though the Accessories are no longer being delivered. We will notify you of any refund of delivery charges at the time you cancel the order for the Accessories.
7.5 If, following dispatch of your order for Accessories, you change your mind or decide for any other reason that you do not want to receive or keep Accessories you can notify us within the period set out below to cancel your order and receive a refund.
7.6 Your cancellation rights do not apply in relation to Paint as all orders are mixed and tinted to your bespoke order. You will not be able to cancel an order for Paint once we have sent our Order Confirmation. Paint will not be exchanged or refunded. Where you cancel prior to us sending an Order Confirmation you will receive a full refund. The terms of this clause do not affect your legal rights as a consumer in relation to any Paint which is faulty or not as described.
7.7 We will endeavour to process your order for Products as soon as possible and our typical dispatch time for Products (including Paint) is between 1 to 2 working days from our Order Confirmation.
14 day returns policy
7.8 If you are returning Accessories, your deadline for cancelling an order depends on what you have ordered and how it is delivered, as set out below:
7.9 To cancel an order, you just need to let us know that you have decided to cancel. This can be done by the following methods:
Phone or email. call on 01233 878303 or email us at firstname.lastname@example.org. Please provide your name, home address, details of the order and, where available, your phone number and email address.
Online. complete the Cancellation Form on our Website
within the applicable Cancellation Period.
7.10 Where you are returning Paint or Accessories to us, please return the Product(s) (in its original condition) together with all original packaging to us at the following address:
Autentico Returns Unit 4,
The Glenmore Centre Moat
7.11 When you return any Product, please let us know your contact details, whether you want a refund or a replacement and the reason for returning the item.
7.12 Where the Product is faulty or not as described, we will pay the cost of returning the item. Please contact us before returning the faulty Products. We can confirm arrangements for the Products return to us and pay the costs.
7.13 Unless the Product is faulty or not as described, you will be responsible for making arrangements to return the Products to us and the cost of doing so.
7.14 We cannot be responsible for parcels that fail to reach us, so please make sure you obtain proof of postage.
Condition of returns
7.15 The Products will be your responsibility from the point of delivery. It is important that returned items are kept in the best possible condition, so please take care of them and keep all original packaging.
7.16 Please note that we cannot accept returned Products that we reasonably believe have been used unless the reason for the return is because the Product is faulty or not as described.
7.17 Where you return a Product we will examine the returned Product to determine whether a refund is available (including any original or return postage costs) and will notify you as such via e-mail within a reasonable period of time. Where you have failed to take reasonable care of the Products (including where items have been damaged in transit due to improper packing), no refund (or a reduced refund) will be available.
7.18 We will look at a range of indicators when determining whether a Product has been used, including but not limited to where there are foreign particles in the Paint, indications that the Paint has been poured out or a loss in volume in the Paint.
7.19 If you cancel your order, and a refund is due to you, we will make any refunds due to you within 30 days after the day on which we receive the Product(s) back from you.
7.20 Refunds will only be made against the original credit or debit card used by you to purchase the Product(s).
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