Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we are unfortunately unable to offer a refund or exchange.

To be eligible for a return, your item must be unused, unopened, and in the same condition that you received it. It must also be in its original packaging, along with a receipt or proof of purchase.

Mixed-to-Order Paint

In line with industry standards and as confirmed in our latest communication with the client, we cannot offer refunds, returns, or exchanges on paint that has been mixed to order. Once a colour has been mixed specifically for you, it cannot be resold or repurposed.

These items are therefore strictly non-refundable and non-returnable, unless faulty or damaged on arrival.

Additional non-returnable items include:

  • Gift cards
  • Downloadable software products
  • Certain personal care items

Please do not send your purchase back to the manufacturer.

Partial Refunds

There are situations where only partial refunds may be granted:

  • Items not in their original condition
  • Items damaged or missing parts (not due to our error)
  • Items returned more than 30 days after delivery

Once your return is received and inspected, you will be notified by email regarding the approval or rejection of your refund. If approved, a credit will be processed to your original method of payment within a set number of days.

Shipping

Please allow the following delivery times:

  • Paint orders: 2–3 working days (excluding weekends and bank holidays)
  • Sample pots & paint swatches: 3–5 working days
  • Wallpaper orders: Up to 7 working days

Late or Missing Refunds

If you have not received an approved refund, please:

  • Check your bank account again
  • Contact your credit card provider
  • Contact your bank (processing times vary)

If you have done all of the above and still have not received your refund, please contact us at sales@ashleylewis-paint.com

Sale Items

Only full-priced items may be refunded. Sale items are non-refundable.

Exchanges

We only replace items if they are defective or damaged.

To request an exchange, email sales@ashleylewis-paint.com
and send your item to: 45 Farncombe St, Farncombe, Godalming, GU7 3LH

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you may receive a gift credit for the value of the return. If the item was not marked as a gift, the refund will be issued to the original purchaser.

Return Shipping Costs

Customers are responsible for paying their own return shipping costs. These costs are non-refundable. If a refund is issued, the cost of return shipping will be deducted from the refunded amount.

Depending on your location, delivery times for exchanged items may vary. For high-value returns, we recommend using a tracked service or purchasing shipping insurance, as we cannot guarantee receipt of returned items.

Contact Us

For questions relating to refunds and returns, please contact: sales@ashleylewis-paint.com