At Andura, we strive to provide our customers with the highest quality products. We understand that sometimes circumstances may arise where you need to return a product. To ensure a smooth and transparent process, please review our returns policy below:

Return and Refund Eligibility:

We only accept returns and offer refunds in the following circumstances:

1. Incorrect Colour: If the colour of the Masonry coating you received does not match the colour you ordered, you are eligible for a return and refund.

2. If the product you receive does not match the order statement.

Conditions for Returns and Refunds:

1.   Notification: To initiate a return due to incorrect colour, you must notify us within [10 Working Days] from the date of purchase, along with photographic evidence clearly showcasing the colour discrepancy or miss sent product.

2.   Unused and Unopened: The product must be unused, unopened, and in its original condition and packaging. Contamination of the paint in any circumstances will not be accepted and a return or refund will not be processed.

3.   Proof of Purchase: You must provide a valid proof of purchase, such as a sales receipt or order confirmation, for the return to be processed.

Exclusions:

Please note that returns and refunds are not accepted under the following circumstances:

1.   Change of Mind: We do not accept returns or offer refunds if you simply change your mind or decide you no longer need the product.

2.   Opened or Used Products: Once the coating has been opened or used, we cannot accept returns or provide refunds unless the colour is incorrect.

3.   Custom Colours: Custom-mixed coatings are not eligible for return or refund unless the colour is incorrect.

Return Procedure:

1.   Contact Customer Service: If you believe you have received the incorrect colour, please contact our customer service team on 01869 240374 within [10 Working Days] of your purchase.

2.   Provide Information: You will be required to provide your order number, details of the incorrect colour, and photographic evidence for our assessment.

3.   Return Authorization: If your return request is approved, we will provide you with a Return Authorization (RA) number and instructions for returning the product.

4.   Return Shipping: You are responsible for shipping the product back to us in its original packaging, along with the RA number provided. 

Refund Process:

Once we receive the returned product and verify the colour discrepancy, we will process your refund. Refunds will be issued to the original payment method used for the purchase.

Contact Us:

If you have any questions or need assistance with our returns policy, please contact our customer service team at 01869 240374 or alternatively email us at info@andura.co.uk.

At Andura, we are committed to ensuring your satisfaction with our products, and we appreciate your understanding of our returns policy. We will work diligently to resolve any issues related to colour discrepancies promptly and efficiently.

Note: The terms and conditions of this returns policy are subject to change without prior notice. Please refer to our website or contact customer service for the most up-to-date information.