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Refund policy

Delivery Information

UK Delivery:
2–4 working days – £3.99

Delivery time begins from the point of dispatch.

Business Hours:
We are closed Saturdays, Sundays, and Bank Holidays.

Important:
All delivery times are estimates and not guaranteed. While we aim to dispatch promptly, delays caused by couriers or circumstances outside our control may occur. Scratch Repair is not liable for delivery delays or any consequential losses resulting from late delivery.

Custom-Made Paint Products (Important)

All Scratch Repair paint products are custom-made to order using the colour code provided at checkout.

Because these are personalised products:

  • They are non-returnable and non-refundable once produced

  • Used products cannot be returned under any circumstances

  • This includes any product that has been opened, tested, or applied

When Returns Are Accepted

We will only accept a return, replacement, or refund if:

  • The product is faulty, or

  • The colour is incorrect, and the correct paint code was supplied with the order

If you believe there is an issue, you must contact us first at:
info@scratchrepaircar.co.uk

We will then:

  • Review the issue

  • Offer a remake, or

  • Issue a full refund if confirmed

Colour Match Guarantee

We offer a 100% colour match guarantee, provided the correct paint code was supplied when ordering.

If the colour appears incorrect:

  1. Double-check your vehicle’s paint code

  2. Contact us with details and photos

We will assess and resolve the issue quickly.

Used Items Policy

Any product that has been:

  • Opened

  • Tested

  • Applied

is not eligible for return or refund, unless confirmed faulty or incorrectly mixed.

Non-Custom Products

Items that are not custom-made can be returned within 28 days of delivery, provided they are:

  • Unused

  • In original packaging

  • In resellable condition

Customers are responsible for return shipping costs.

Returns Process

  • Contact us before returning any item

  • Return the product to the address provided

  • All returns are inspected upon arrival

Refunds

  • Refunds are processed within 7 working days after inspection

  • Credit/debit card refunds may take up to 30 days to appear

Refund method:

  • Card payments → refunded to original card

  • PayPal → refunded to PayPal

If your original payment method is unavailable, we may request bank details (IBAN/BIC) to complete the refund.

Chargebacks & Payment Disputes

By placing an order, you agree to our policy regarding custom-made products.

We do not accept returns for used or correctly supplied custom paint products.

We keep full records of:

  • Orders

  • Paint codes provided

  • Production batches

These records will be used to challenge any chargebacks or disputes where the product has been correctly supplied and used.

Right to Cancel

For non-custom products only, you have the right to cancel your order within 28 days of receiving your goods.

Custom-made paint products are exempt from cancellation rights once production has begun.

Contact Us

Scratch Repair23 Killyreagh Road, Tamlaght, Enniskillen, Fermanagh, BT74 4HA


Phone: +44(0)2866 720165

Email: info@scratchrepair.co.uk
Website: www.scratchrepair.co.uk