Consumer contracts regs - refund for unwanted paint

SGE1

I bought lots of paint from a well-known brand, online, about a week ago. Too much, it turns out, and I'd like to return one of the tins (unopened, obviously).

The company tells me they don't accept returns because the paint is "made to order".

Has anyone encountered anything similar in the past? I'd completely understand if I'd ordered some sort of personalised / specially mixed paint (e.g. some colour-match paint of some sort). But that's not the case - I bought a standard colour off the website. It's a tin that they should easily be able to re-sell. The fact that they don't hold stock and so maybe don't really want to have to store anything doesn't seem that relevant here?

I've done some searching online and it sounds like unless something in "personalised" - which I would argue this paint is not - then it should be returnable and refundable.

If that's right, any ideas on how to get them to heed that? I've reached a bit of a dead end via email...

agrinnall

It doesn't sound like it would be regarded as customised, so I'd agree with you that you should be able to return it. What retailer is it?

Comms69

Yes, if it's bespoke - IE mixed for you at a specific colour. Then you cannot return it.


Surely you want some paint to do touch up work every now and then anyway?

DoaM

a) Did you enter details (typed) into the website to say (e.g.) Red 20%, Blue 40%, Green 40%?
b) Or did you select a "custom mix" from drop-down options on the website?

a) is personalised/bespoke, b) is not.

That said - it also depends on how the package was defined. Did you buy (e.g.) 50 litres which came in 5x10 litre tins? Or did you buy 5x10 litre tins? The latter may allow you to return one of the tins; the former doesn't - you'd need to return all or nothing.

davemorton

Would the cost of return postage not almost be as much as the paint?

SGE1

agrinnall wrote: »

It doesn't sound like it would be regarded as customised, so I'd agree with you that you should be able to return it. What retailer is it?

It's Little Greene.

Comms69 wrote: »

Surely you want some paint to do touch up work every now and then anyway?

Yes indeed, but I've already got half another tin leftover for that.

DoaM wrote: »

a) Did you enter details (typed) into the website to say (e.g.) Red 20%, Blue 40%, Green 40%?
b) Or did you select a "custom mix" from drop-down options on the website?

a) is personalised/bespoke, b) is not.

That said - it also depends on how the package was defined. Did you buy (e.g.) 50 litres which came in 5x10 litre tins? Or did you buy 5x10 litre tins? The latter may allow you to return one of the tins; the former doesn't - you'd need to return all or nothing.

It was an even less personalised version of b) - they have dozens of colours available on the website, I picked one. I ordered 4 separate tins and want to return 1.

Any thoughts from anyone as to how I can get them to be more reasonable? Even more annoying than sitting on a (really quite expensive) tin of paint I don't need is the fact that in all likelihood I'll have to buy lots more paint from them (different types of course) over the coming months, but if they're going to be like this it's really putting me off. I can under-order next time to be on the safe side, but I'll probably get it wrong and it's not a particularly efficient way to go about things...

Comms69

SGE1 wrote: »

It's Little Greene.


Yes indeed, but I've already got half another tin leftover for that.


It was an even less personalised version of b) - they have dozens of colours available on the website, I picked one. I ordered 4 separate tins and want to return 1.

Any thoughts from anyone as to how I can get them to be more reasonable? Even more annoying than sitting on a (really quite expensive) tin of paint I don't need is the fact that in all likelihood I'll have to buy lots more paint from them (different types of course) over the coming months, but if they're going to be like this it's really putting me off. I can under-order next time to be on the safe side, but I'll probably get it wrong and it's not a particularly efficient way to go about things...

Assuming they choose to do business with you in the future. Worth considering.

Aylesbury_Duck

Why not drop them a line explaining that this is the first in a series of decorating projects and you'd like to be able to shop with them with confidence that you can (reasonably) return unused paints, brushes, rollers, etc as your rights allow you to. Most people understand that with paints, you shouldn't risk under-ordering in case the extra tin you then need to buy is from a different batch.

It's not going to make you their best customer ever, but if you set out the context of what you want and why you want it, they might be more amenable.

waamo

I've just had a look at their website and if it was an order off the standard paint colours there is no way on earth it's customised. You pick your colour and say what finish you want it in.

There are also no terms and conditions I could see.

If they won't play ball (or should that be Farrow and Ball) then leave negative reviews on social media.

I wouldn't use them again either.

peter_the_piper

Why is now that if we make an error and order too much that we expect the supplier to take it back? If I order too many pallets of compost I just hold onto them and would never dream of asking for a return. If they send the incorrect item then I would expect the supplier to sort it.

waamo

peter_the_piper wrote: »

Why is now that if we make an error and order too much that we expect the supplier to take it back? If I order too many pallets of compost I just hold onto them and would never dream of asking for a return. If they send the incorrect item then I would expect the supplier to sort it.

Perhaps people expect it because the law says you can?