Paint not fit for purpose

hdh74

Bought 2 cans of paints from a discount store and yes it was cheap, but the quality wasn't just poor it was unusable. (45 years decorating experience - never felt the need to return paint before.)
 Was told they do not accept returns as the product had been opened. For expediency, I returned the unopened can and paid extra to swap for a brand that I've always found good. As I was paying, one of the assistants mentioned they get a fair few returns for the better brand too - said it was probably an 'end of batch' issue.
But with a policy where you cannot return opened goods and they themselves say some are of an unsatisfactory quality, it strikes me there's a policy issue here.
Am I missing something?

20122013

The shop can say no, but that does not mean you cannot get a exchange, replacement or (partial) redund because you have opened and used it, but how would you know the quality is not as expected until you have tried it?  Consumer has rights. .. the 'Consumer Rights Act' ..  

https://www.which.co.uk/consumer-rights/regulation/consumer-rights-act-aKJYx8n5KiSl

Citizen Advice Bureau can advice.  they also has a template on their website if you search for it.  

As there is a time frame you can use the Consumer Rights Act, I would do it in writing and email or bring a letter into the Store - shows you mean business. 

Alderbank

Yes, you might be missing something - your consumer rights.

With most of the DIY store's products you have 3 possible remedies if you are dissatisfied; the shop's policies, a warranty, or your statutory consumer rights. They are all different and work in different ways.

The assistants were talking to you only about the store's policies. You have no legal rights to return goods just because you no longer want them, perhaps you don't like the final colour of the paint or have bought too many tins. Many stores, like this one, allow customers to return unwanted purchases but they can set their own rules such as you only have so many days to return, you must bring the till receipt and the goods must be unused.

Some goods, including some paints, have a manufacturer's warranty. The tin will say something like, 'If you are not delighted with this product, please return it where you bought it or contact our customer care team for a full refund.' Again they can set their own terms and limitations.

But you also have statutory consumer rights if a product is faulty. These are given by the Consumer rights Act 2015. The store can't set their own rules for these, and sometimes won't even tell you that you have these rights.
Homebase, for example, says, 'If you’ve received a damaged item, we’re more than happy to refund or exchange it within 14 days of delivery.'
That is part of the truth but not the whole truth, if you have received a damaged product the Consumer Rights Act says the retailer must refund or exchange (or repair) it however long you have had it, there is no time limit.

I suggest you return to the DIY store with your part used tin of defective paint, tell the manager that the paint is faulty because [whatever] and you know that the Consumer Rights Act says they must refund you.

See what the manager says.

PS: the returned tins of the better brand are almost certainly because their buyers knew their consumer rights.

hdh74

Thank you. I have tracked down the company's own policy on returns, which states clearly they will give refunds on any items which are found to be faulty or of unacceptable quality. Maybe a staff training issue. I have contacted their customer service dept. 

Alfrescodave

Might be tricky demonstrating that the paint is unusuable in spite of your many years experience. Will need details and photos -good luck.