Returns & Refund Policy – PaintMarket.be

Last Updated: October 11, 2025

Welcome to PaintMarket. We strive for your full satisfaction. If for any reason you are not satisfied with your purchase, here is our policy on returns and refunds.

1. Eligibility for Returns

• You may return standard / non-custom products within 14 calendar days from the date you receive them, provided the items remain unused, in their original packaging, and in a resalable condition.
• Custom-coloured or bespoke-mixed paints (i.e. made-to-order shades) are non-returnable / non-refundable, except in the case of a manufacturing defect.
• Any item to be returned must include all accessories, labels, instructions, and original packaging.
• Returns for products that are damaged, defective, or incorrect will be handled under Section 3 below.

2. How to Initiate a Return

1. Contact our Customer Service team at contact@paintmarket.be.
2. Include your order number, product(s) you wish to return, and the reason for return.
3. We may issue a Return Authorization (RA) number or provide return instructions.
4. You must ship the item(s) back to us within 7 days after approval of the return.
5. You bear the cost of return shipping, unless we are at fault (defective or incorrect item).
6. We recommend using a tracked and insured shipping method; we are not responsible for lost packages during return transit.

3. Defective, Damaged or Incorrect Items

• If your order arrives damaged or you receive the wrong product, you must notify us within 5 calendar days after delivery.
• Provide clear photographs (full view + close-up of damage or discrepancy).
• Once confirmed, we will either:
• Send a replacement (if stock is available); or
• Issue a full refund (including original shipping cost).
• We may require that you return the defective product, in which case we will reimburse your return shipping cost (within reason and upon proof).
• Refunds or replacements will be processed only after the returned item is received or proof of return is provided.

4. Refund Processing

• Once we receive (or confirm) the returned item, we will inspect it.
• If the product meets the return criteria, we will initiate a refund to the original method of payment.
• Refunds will generally be issued within 14 calendar days after we approve the return.
• In case of delay, we will inform you via email.
• Shipping and handling costs (original delivery) are non-refundable, except in cases of defective or incorrect orders.

5. Partial Refunds & Restocking Fees

• If the returned item is not in its original condition, is damaged, or missing parts for reasons not due to our error, we may issue a partial refund after deducting a restocking fee (e.g. up to 20%).
• The restocking fee or deduction will depend on the condition of the item and will be communicated to you.

6. Exchanges

• We do not offer direct exchanges.
• If you want a different product, size, or shade (when available), please return the original product (if eligible) and place a new order.
• For wrong or defective items, we may ship a replacement after the return is accepted.

7. Cancellations Before Shipment

• You may cancel your order before it is shipped.
• Once the order is shipped, cancellation must follow the returns process above (if eligible).
• We reserve the right to refuse cancellation requests after shipment.

8. Non-returnable / Non-refundable Items

Certain items cannot be returned:

• Custom-mixed paints, bespoke colours, tint-on-demand products
• Items marked “Final Sale”
• Clearance or discounted items (unless defective)
• Products opened or used, or damaged by the customer
• Items missing original packaging, accessories, or labels

9. Contact & Support

If you have any questions or wish to initiate a return, please contact us:

• PaintMarket.be
• Email: contact@paintmarket.be
• Phone: 0486 94 44 20
• Address: Boulevard Industriel 9, 1070 Brussels, Belgium

10. Additional Notes & Legal Rights

• Your statutory rights under applicable consumer laws are not affected by this policy.
• We reserve the right to amend this Returns & Refund Policy at any time. Changes will take effect immediately upon posting on our site, and the “Last updated” date will be revised.