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Our Commitment to Your Satisfaction
At Sandtex Shop, we understand that sometimes a product may not meet your expectations. Whether you’re a DIY enthusiast working on a home improvement project or a professional painter seeking the perfect finish, we’re committed to making your returns and exchanges process as smooth as possible. Our policy reflects our dedication to quality and customer service in the painting and woodcare industry.
Returns Timeframe
We accept returns within 15 days from the date you receive your order. This gives you adequate time to assess whether our premium paints, stains, and woodcare products meet your project requirements.
Eligibility Conditions
| Condition | Requirements |
|---|---|
| Product Condition | Items must be unopened, in original packaging, and in resalable condition |
| Proof of Purchase | Original order confirmation or receipt required |
| Packaging | All original labels and packaging materials must be intact |
Non-Returnable Products
Based on the nature of our specialized products and to ensure customer safety, the following items cannot be returned:
- Opened paint containers (including Bathroom Paint, Craft Paint, Cupboard Paint, Masonry Paint, and Wall & Ceiling Paint)
- Used woodcare products (such as Oil & Varnish, Exterior Woodcare, Garden Furniture Treatment, and Interior Woodcare)
- Partially used adhesives, fillers, and sealants
- Custom-mixed paint colours
- Spray Paint that has been opened or used
These restrictions help us maintain the highest quality and safety standards for all our customers.
Step-by-Step Returns Process
| Step | Action Required | Timeline |
|---|---|---|
| 1 | Submit Returns Request Form via email to admin@paintsonsales.com | Within 15 days of receipt |
| 2 | Await confirmation and returns authorization | 1-2 business days |
| 3 | Package items securely with original packaging | Upon receiving authorization |
| 4 | Ship to: 23 Copson St, Manchester, GB M7F 1EX | Using tracked shipping method |
| 5 | Receive refund or exchange confirmation | After inspection at our facility |
Refund Processing
Refund Timeline: Once we receive and inspect your return, we will process your refund within 5-7 business days.
Refund Method: Refunds will be issued to your original payment method:
- Visa/MasterCard/JCB: 5-7 business days to reflect in your account
- PayPal: 3-5 business days to appear in your PayPal balance
Shipping Costs: Original shipping fees are non-refundable. Return shipping costs are the responsibility of the customer unless the return is due to our error.
Exchange Process
For exchanges of unopened products:
- Follow the same returns process outlined above
- Clearly indicate the desired exchange product in your returns request
- We will ship the replacement product once we receive your return
- Any price differences will be refunded or charged accordingly
Returns Request Template
Subject: Returns Request – Order #[Your Order Number]
Email to: admin@paintsonsales.com
Dear Sandtex Shop Customer Service Team,
I would like to request a return/exchange for my recent order.
Order Information:
Order Number: [Your Order Number]
Order Date: [Date of Purchase]
Product(s) to Return: [Product Name(s) and Quantity]
Reason for Return:
[Please specify: Wrong product, Changed mind, Damaged item, etc.]Preferred Resolution:
â–¡ Refund
â–¡ Exchange for: [Product Name]
Customer Details:
Full Name: [Your Full Name]
Email: [Your Email Address]
Phone: [Your Phone Number]
I confirm that the product(s) are in their original condition and packaging.
Thank you for your assistance.
Sincerely,
[Your Name]Need Assistance?
Our customer service team is here to help with any questions about our painting and woodcare products or the returns process.
Email: admin@paintsonsales.com
Address: 23 Copson St, Manchester, GB M7F 1EX
Response Time: Within 24 hours during business days
International Returns
As we serve customers worldwide (excluding some Asian and remote regions), please note that international return shipping costs are the responsibility of the customer. We recommend using a tracked shipping service for your protection.