Returns & damages policy

Returns

While we strive to ensure your satisfaction, our paint products are final and cannot be exchanged or returned. We highly recommend referring to our color card or sampling for accurate color representation on your specific surface and under various lighting conditions. It’s important to note that computer screens do not provide reliable color displays.

Paint volume needed for coverage

The theoretical spread rates for each item can be found on the respective product pages in our online store. These rates indicate the coverage per coat. However, coverage may vary depending on factors such as the substrate, application technique, and dilution. If necessary, our team can assist you in calculating the necessary amounts for your project.

Damages and loss of product

Despite our best efforts to prevent damage, it can occur during shipment. If you receive damaged cans resulting in the spoilage of paint, we will arrange a replacement for the lost product.

To file a claim for damages, we require clear pictures of the damage inside the box and the exterior of the outer shipping box from all sides. These images must be provided within 72 hours of receipt of the shipment.

Please promptly email our customer service team to initiate the claims process and ensure swift resolution.

Loss or misdelivery of product: Please make sure to provide a complete and correct address at the time of ordering. If you did not receive a package while the status says delivered, we recommend checking with neighbours, reception, concierge, front and backdoors, garage, etc., and if still not found, contact us as soon as possible. Please note that we allow forward companies some time to investigate and locate the missing package before, if still applicable,  replacing the order.

Outlet items

Outlet items (on sale) are final and cannot be returned or exchanged.

Thank you for choosing Pure & Original for your painting needs

We value your business and aim to provide excellent paint products and services constantly. Please don’t hesitate to contact us if you have any further questions or concerns regarding our returns and damages policy.