data-mobile="true" data-tablet-width="1040" data-mobile-width="600" data-zoom-size="200" data-smoothscroll="1">



Exchanges and Returns Policy

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair / replace it, or credit your account, subject to the below terms. This Policy applies to products bought from Jack’s Paint Online and not products purchased through the Jack’s Paint & Hardware stores. Each store has their own returns and refund policy.

Certain parts of this Policy do not apply to Goods that have been personalised for you or made to your specifications, and this is indicated in the relevant sections below.

This Policy forms part of the Jack’s Paint & Hardware / Jack’s Paint Online Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.

  • Goods purchased through the Jack’s Paint Online Website are picked and / or dispatched from a Jack’s Paint & Hardware store. All returns must be actioned through the same store that made the delivery (details of which are provided on the delivery note / invoice).
  • You are responsible for packing the product safely and securely for return to ensure against damage in transit. Please include the return reference number in the parcel so that we can easily identify your return. To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;
    • package your products safely and securely for protection during transit;
    • clearly mark your return reference number on the outside of the parcel; and
    • include all accessories and parts that were sold with the product.
    • Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.
    • We are entitled to inspect the product to validate your return.
  • Should the product be faulty or incorrect in any way as a result of a Jack’s Paint & Hardware Jack’s Paint Online fault or error, we
  • Change of mind:
    • If you have changed your mind about a product you bought from us, you can return it to us, provided that:
      • you request a return within 10 days of receiving your order (after 10 days, you can only return a product if it is defective);
      • it is undamaged and unused, with the original labels and stickers still attached;
      • it is in the original packaging, which must be undamaged and in its original condition with all seals still intact;
      • it is not missing any accessories or parts;
      • it is not one of these products:
        • paint which was especially tinted for you based on your colour request(s); or
        • a product which has been personalised for you or made to your specifications.
      • If your return request falls within this Policy and is deemed eligible for a return, once we have inspected the product and validated your return, we will at your choice either:
        • deliver the correct product to you (if the correct product is available) at the current delivery fee or;
        • credit your account with the purchase price of the product or;
        • refund you with the purchase price of the product.
      •  All such returns and requests for refunds may be subject to a reasonable handling fee.
  • Jack’s Paint Online will refund a purchase for the exact amount paid less the following:
    • Any delivery costs already incurred by Jack’s Paint Online;
    • The handling fee which may be applied;
    • Any restocking fee for special orders.
    • Refunds will only be processed in accordance with the Exchanges and Returns Policy, and in the payment method that was used when the order was created, and into the account it was paid from e.g. credit card, EFT.
    • A refund can take up to 7 (seven) business days to reflect in your account, and EFT refunds are subject to verification of your banking details.
    • You may return a product, at your cost, to any Jack’s Paint & Hardware store provided you have the original invoice/proof of purchase and have complied with the required terms and conditions set out by Jack’s Paint Online. Note that the store may charge the handling fee.
  • Not what you ordered?
    • If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. If the product is missing any accessories or parts, you will need to follow the process set out in Products Damaged on Delivery section below. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).
  • Exchange a product
  • Products damaged on delivery
    • Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 7 days of such delivery / collection by logging a return on the Website.
    • We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference).
  • Defective products

We do our best to ensure that the products we deliver to you are of a high quality, and in good working order and without defects.

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

The following will NOT be regarded as defects and will not entitle you to a return under this section:

  • faults resulting from normal wear and tear;
  • damage arising from negligence, user abuse or incorrect usage of the product;
  • damage arising from electrical surges or sea air corrosion;
  • damage arising from a failure to adequately care for the product;
  • damage arising from unauthorized alterations to the product;
  • where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you; and
  • where you selected paint colours / options from the Website and paint was tinted as per your specific requests and requirements.
  • Bundles
    • There are two types of bundles: a bundle consisting of products that either we or you (as provided on our Website) have combined together in a single bundle (“Bundle Deal“); or a bundle compiled by our supplier and supplied to us as a single unit (“Pre-packed Bundle“). All returns relating to bundles are subject to the terms of this Policy as read with the following provisions:
    • Bundle Deal – You may return a Bundle Deal as a whole or any of its component products individually to us. If you qualify for a credit in respect of any component product, we will credit your account with the actual purchase price (after applying any applicable saving or discount) you paid for such a product as displayed in your order history.
    • Pre-packed Bundle – Unless otherwise indicated by us, your return of a Pre-packed Bundle will only be accepted if you return all of its component products to us. Failure to do so may result in us declining the return of a Pre-packed Bundle.
  • Charges and refunds
    • If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and parts and only to credit or refund you in respect of the returned item.
    • If you return a product that does not comply with this Policy, you may be liable to reimburse Jack’s Paint Online for the cost of collecting the product from you and the cost of having the product returned to you.
    • Under no circumstances will donations be refunded.
    • Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by EFT or COD (cash on delivery) will be refunded to your nominated bank account.


We accept all major Cheque and Debit Cards