One Stop Aerosols – Returns & Exchanges Policy

Last updated: 1 November 2025

1. Eligibility and scope

We accept returns and exchanges for both defective and non-defective products, provided they meet the conditions set out below. This includes change-of-mind returns where the correct item was supplied as ordered.

Because our paints and colour mixes are made to order, items must be in a condition where they can be safely handled and, where possible, resold.

2. Return window

You must notify us and arrange the return of any eligible item within 35 days of receiving your order.

3. Condition of items

We accept returns for products that are:

  • New and unused in their original condition, or
  • Opened and slightly used, where the item is still in a safe and reasonable condition.

We may refuse a return where a product has been heavily used, damaged, or is not safe to transport or handle.

4. Return methods

You can return eligible items by any of the following methods:

  • In store / in person – by prior arrangement at our premises.
  • At a drop-off location – using a courier drop-off point that accepts aerosols.
  • By mail (courier) – using a courier that accepts limited-quantity aerosols.

Do not send aerosols via Royal Mail. Always follow the carrier’s safety guidelines for transporting aerosols.

5. Faulty or not-as-described items

If you believe your item is faulty or not as described, contact us as soon as possible with your order number, a description of the issue, and clear photos or video. Once we have assessed the evidence, we will authorise a return if appropriate.

If we confirm a manufacturing fault or error on our part, we will:

  • Offer a full refund or exchange, and
  • Either provide a pre-paid return label or reimburse reasonable return postage against a receipt.

6. Non-faulty / change-of-mind returns

We also accept returns for non-faulty items (for example, if you change your mind) within the 35-day return window, subject to the following:

  • The item must be new or only slightly used and in a safe, reasonable condition.
  • You are responsible for arranging and paying for return shipping, including any return label.
  • We do not charge a restocking fee.

For non-faulty returns, we will refund the product price to your original payment method. Original delivery charges may not be refunded except where required by your statutory rights.

7. Exchanges

Where stock and mixing schedules allow, you may request an exchange instead of a refund (for example, a replacement product or alternative colour). We will confirm availability and any price difference before processing the exchange.

8. Proof of purchase

Please include your order number and a copy of your receipt or order confirmation with every return or exchange.

9. Inspection and refund timing

When your return arrives, we will inspect it promptly. Once a refund is approved, we will issue it to your original payment method within 1 working day. You will receive an email confirmation when the refund has been processed.

10. Items we cannot accept

  • Items that have been heavily used, damaged, or are unsafe to transport.
  • Items damaged by incorrect storage or handling, for example exposure to extreme heat or freezing.
  • Colour differences where the product matches the specification provided at the time of order, including RAL, BS, Pantone or custom codes you supplied.

11. Storage safety reminder

Store aerosols upright in a cool, dry place at roughly 18°C to 21°C. Avoid extreme heat and freezing temperatures.

12. How to start a return or exchange

  1. Email [email protected] with your order number, photos or video (if applicable), and a brief description of the issue or the reason for the return/exchange.
  2. Wait for our reply with return instructions, including the correct carrier guidance for aerosols and your available return options (in person, drop-off, or courier).
  3. Pack items securely and include proof of purchase in the parcel. Use a courier that accepts limited-quantity aerosols, following their guidelines.

13. Contact us

Email: [email protected]
Telephone: 01908 991096

This policy applies in addition to your statutory rights.