Cancellations, Returns, Exchanges and Refund Policy

Order changes or cacellations

If you wish to make a change to your order please contact us as soon as possible at enquiries@craigandrose.com . We will let you know if the requested change is feasible and inform you of any changes to the price of your order, your lead time or anything else which may arise as a result of your requested change.

If you would like to cancel your order you may do so within 14 days as long as your order has not yet been dispatched. If you wish to cancel your order but it has already shipped you can contact our Customer Service team at enquiries@craigandrose.com and they can help you through the steps of returning your order and issuing you a refund (excluding any delivery fees).

Returning your order

If you would like to return your unopened Craig & Rose paint that you have purchased from us online or via the telephone you are able to do so for a full refund, excluding any delivery fees, provided that you contact us at enquirires@craigandrose.com with this request within 30 days of receiving your goods.

Refunds will be processed upon receipt of your returned goods. Refunds will exclude any delivery charges that may have been applicable on the original order as well as the returns charge of £8 if the delivery is coordinated by us.

Alternatively, the goods can be returned to us through your own carrier. If you choose this method, please ensure that your chosen carrier will accept paint. We always advice using a tracked service, both to ensure the goods reach us and to provide you with cover in case of goods being lost or damaged by your courier in transit. If goods are lost or returned to us damaged and in non-saleable condition, we will not be able to process your refund.

You can send returns to the following address:

Goods In - RETURNS

Craig & Rose

Halbeath Industrial Estate

Dunfermline

KY11 7EG

Whichever method you choose, please ensure that you package the product in its original packaging material provided and place your original delivery note in with your return so that we can process your refund as quickly as possible once your returned goods are received.

Issues with your order

If you are returning a product for a reason set out below we will refund you in full:

  • we have told you about an upcoming change to the product or our new proposed terms which you do not agree to;   

  • we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed; 
  • there is a risk that the supply of the products may be significantly delayed because of events outside our control; 
  • we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 14 days; or 
  • you have a legal right to return the product because of something we have done wrong. 

When are you unable to return product?

  • Any products that you have asked us to colour match with your preferred colour (e.g. Craig & Rose Durable range not part of our existing durable colour offer and tinted in store). 
  • If a product that was sealed for health protection or hygiene purposes, has been unsealed after you receive them and is not a faulty product.
  • Any products which become mixed inseparably with other items after their delivery. 

What if there is a problem with a product?

If you have any questions or complaints about your product, please contact us directly at enquiries@craigandrose.com .

When we will pay the cost of returns

We will pay the costs of return if the products are faulty or misdescribed

In all other circumstances you must pay the costs of return. 

What we charge for collection

If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection. We charge you £8 for a standard return cost. If the delivery was free of charge, you are still liable to pay us for the standard returning cost.  

How will we refund you

If you are entitled to a refund we will refund you the price you paid for the products excluding delivery costs, by the method you used for payment. However, we may reduce your refund (including delivery costs) to reflect any reduction in the value of the goods if this has been caused by your handling them in a way which would not be permitted in a shop.

When your refund will be made

Your refund will be made within 7 working days from the day on which we receive the product back from you. Please note that this time frame is dependent on your bank.

If you have decided to cancel your order or have updated your order and a refund is due, your refund will be made within 7 working days of your confirmation to us of the update to your order.