At Sandtex Shop, we are dedicated to providing high-quality painting and woodcare products for DIY enthusiasts and professional painters alike. Our shipping and returns policies are designed to ensure a seamless experience, from order placement to delivery and beyond. Below, you’ll find detailed information on how we handle shipping, returns, and exchanges.

Shipping Information

We strive to process and ship your orders quickly so you can start your projects without delay. Here’s what you need to know about our shipping process:

  • Order Processing Time: All orders are processed within 1-2 business days after payment confirmation.
  • Shipping Methods:
    • Standard Shipping: Shipped via DHL or FedEx for a flat fee of £12.95. Delivery typically occurs within 10-15 days after dispatch.
    • Free Shipping: Available on orders over £50, shipped via EMS. Delivery typically occurs within 15-25 days after dispatch.
  • Delivery Areas: We ship globally, excluding some Asian and remote regions. International customers may experience longer delivery times due to customs processing.

Once your order ships, you will receive a tracking number via email to monitor your package’s progress.

Returns & Exchanges Policy

Your satisfaction is our priority. If a product doesn’t meet your expectations, we offer a straightforward returns and exchanges process within 15 days of receipt. Please review the following guidelines to ensure a smooth experience.

Returns Timeframe & Eligibility

  • Timeframe: Returns are accepted within 15 days from the date you receive your order.
  • Eligibility Conditions:
    • Products must be unopened, in original packaging, and in resalable condition.
    • Proof of purchase (e.g., order confirmation or receipt) is required.
    • All original labels and packaging materials must be intact.

Non-Returnable Products

Due to the specialized nature of our products and to uphold safety and quality standards, the following items cannot be returned:

  • Opened paint containers (e.g., Bathroom Paint, Craft Paint, Cupboard Paint, Masonry Paint, Wall & Ceiling Paint)
  • Used woodcare products (e.g., Oil & Varnish, Exterior Woodcare, Garden Furniture Treatment, Interior Woodcare)
  • Partially used adhesives, fillers, and sealants (e.g., Filler & Caulk, Sealants, Adhesives & Tapes)
  • Custom-mixed paint colours
  • Opened or used Spray Paint

These restrictions help us maintain the integrity and safety of our products for all customers.

Step-by-Step Returns Process

Step Action Required Timeline
1 Submit a Returns Request Form via email to [email protected] 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 a tracked shipping method As soon as possible after authorization
5 Receive refund or exchange confirmation after inspection at our facility Typically within 5-7 business days of receipt

Refund Processing

  • Refund Timeline: Refunds are processed within 5-7 business days after we receive and inspect your return.
  • Refund Method: Refunds are issued to the 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 customer’s responsibility unless the return is due to our error (e.g., incorrect or damaged item shipped).

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: [email protected]

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]

International Returns

For international customers (excluding some Asian and remote regions), return shipping costs are your responsibility. We recommend using a tracked shipping service to protect your return. Refunds will be processed as outlined above, minus any original shipping fees.

Need Assistance?

Our customer service team is here to help with any questions about our painting and woodcare products or the returns process. Contact us at:

  • Email: [email protected]
  • Address: 23 Copson St, Manchester, GB M7F 1EX
  • Response Time: Within 24 hours during business days