Returns Policy
Returns & Refunds Policy
Updated October 2025
Every tin of Cotswold Hue paint is hand-mixed to order in the heart of the Cotswolds. Because each colour is individually prepared for you, our paints are classed as bespoke items and can’t usually be returned once made. We hope this guide explains how we handle returns fairly and clearly.
1. Mixed-to-order paint
All paints are tinted to your chosen colour, finish and size once an order is placed. For that reason, we’re unable to accept returns or refunds on correctly supplied paint that has been mixed, opened or used — even if you decide the shade isn’t right.
Colours can appear differently depending on lighting, surface preparation and décor, so we always recommend testing with a sample pot before ordering larger tins. It’s the best way to see how a colour truly looks in your own home.
2. Damaged or incorrect items
If your order arrives damaged or you’ve received the wrong product, please let us know within 48 hours of delivery so we can put it right quickly.
Please email us at office@cotswoldhue.co.uk with:
- Your order number
- Photos showing the issue
Once confirmed, we’ll arrange a replacement or refund for the affected item. Please note we can’t cover damage caused after delivery, such as dents or contamination on site.
3. Colour expectations
Every environment affects how a colour appears — daylight, artificial light and wall texture can all change the tone. This is part of what makes colour so personal.
Because of this, colour variation isn’t treated as a fault. We can’t offer refunds where the product supplied matches the colour you ordered, but doesn’t look as expected in your space. Please always test a sample before committing to larger volumes.
4. Paint performance
Our paints are formulated to a high professional standard and tested in-house. If you believe there’s a genuine issue with coverage, finish or performance, stop using the product and contact us straight away.
When you email, please include photos, the batch number on the lid, and a short description of what’s happened. We’ll review everything carefully and, if there’s a manufacturing fault, we’ll replace or refund the affected product.
We’re unable to cover any additional costs such as labour or delays, but we’ll always handle genuine issues fairly and promptly.
5. Delivery and missing parcels
We partner with reliable couriers to deliver your paint safely. If a parcel is delayed or appears missing, contact us and we’ll investigate. Confirmed lost parcels will either be replaced or refunded in full.
6. How to get in touch
For any questions about your order, please email our team at office@cotswoldhue.co.uk. Include your order number and photos if relevant — this helps us respond faster.
We aim to reply within two working days.
Summary
- All paint is mixed to order and non-returnable once made.
- Used or opened paint can’t be returned.
- Damaged or incorrect items — let us know within 48 hours.
- Colour variation is natural and not a fault — always order a sample first.
- Genuine defects — we’ll replace or refund once verified.
- Contact us anytime at office@cotswoldhue.co.uk.
We’re a small company built on quality, honesty and trust — and we’ll always do our best to make sure your experience with Cotswold Hue feels fair and positive.