Return & Refund Policy
Please note, this policy only applies to orders placed on www.johnstonesdc.com.
For all returns and refund requests, please contact us by email at: firstname.lastname@example.org or contact us on 01924 354488. For further information please refer to our Terms and Conditions of Sale which are available to view on www.johnstonesdc.com.
We will respond to all communication within 2 working days.
your rights as a consumer (but not as a business customer)
1. Cancellation right during cooling off period
As a consumer, you have a legal right to change your mind and cancel your order within 14 days of delivery of your ordered products without giving a reason. This right, under the Consumer Contracts (Information, Cancellation and Charges) Regulations 2013, is explained in more detail in clauses 10.2 – 10.11 of our Terms and Conditions of Sale. Please note that the right to change your mind does not apply to any products that have been tinted on a bespoke basis at your express request or any other products that we create to your specification or are clearly personalised.
If you do wish to cancel your order, you are obliged to return those products to the Johnstone’s Decorating Centre referenced in such order at your cost: a❩ by hand; or b❩ arrange for their return via a delivery service authorised by us (for which please contact us for details). The costs of such return will be based partly on the weight of the products and also (where a delivery service is used) a description of the products and the class of service selected. Please note that, with regard to returns, we do not offer a collection service whereby we or a third party would collect the products from the delivery address or other location.
If you do decide to cancel your order during the cooling off period, you must send off the goods or return them by hand to the Johnstone’s Decorating Centre referenced in such order, within 14 days of the date on which you notify us of your decision to cancel your order.
If you do cancel your order and return the products in accordance with our Terms and Conditions of Sale, we offer a full refund of the order price.
2. Cancellation right for late delivery
As a consumer, you have the legal right to cancel your order for late delivery. Please see clause 3.16 of our Terms and Conditions of Sale for further details.
If the products in your order have been delivered, you must return them to the Johnstone’s Decorating Centre referenced in your order: a❩ by hand; or b❩ arrange their return via a delivery service authorised by us (for which please contact us for details).
If we were late in delivering the products in your order, we offer a full refund of the order price.
3. Cancellation right for products that are faulty, misdescribed or not fit for purpose upon delivery
In such cases, please send a full explanation of the issue (including photographic evidence where applicable) by email to: email@example.com; or contact our Customer Services team by phone on 01924 354488.
For products which are proven to be faulty, misdescribed or not fit for purpose we offer a full refund of the order price.
If we are satisfied with your explanation and supporting evidence, this would mean that we do not require you to return the Products. However it would mean that you would need to dispose of the damaged items in a safe and lawful manner (for example dropping it off at an authorised waste recycling centre).
We will make the reimbursement using the same means of payment as you used for the initial transaction; you will not incur any fees as a result of the reimbursement.
your rights as a business customer
As a business customer, you do not have the same return and refund rights as set out above as for consumers and please therefore ensure you review our Terms and Conditions of Sale carefully.
free in-store take back scheme under the waste electrical and electronic equipment regulations 2013 (SI 2013/3113)
You can bring your old electrical item back to one of our Johnstone’s Decorating Centres for treatment and recycling when you purchase a new electrical item that is of an equivalent type to and fulfills the same function as the old item.
We cannot recycle your old electrical item unless you return it, so you have an important role to play in helping us to recycle. Electrical items display the crossed-out wheelie bin symbol, so you will know that, if possible, it should be recycled when at the end of its life.
Please endeavour to ensure that the electrical item is returned free (as reasonably possible) of paint residue. If any residue should remain on the item, this must have fully dried out.
PPG Architectural Coatings UK Limited
20 April 2023