Brand notice: Buzz Paints is a trading name of Bee Computers Limited, a company registered in England and Wales (company number 16872254). Registered office: 41 Duckworth Street, Darwen, Lancashire, BB3 1AR. Last updated: 7 July 2026.
Overview
We want you to be happy with everything you buy from Buzz Paints. This Refund and Returns Policy explains when and how you can return items, how refunds work, and what your legal rights are as a consumer. Nothing in this policy affects your statutory rights.
If you need help with a return at any point, please contact us at hello@buzzpaints.com, by phone on 01254 601022, or through our contact page before sending anything back, so we can guide you through the process.
Your right to cancel (change of mind)
If you are a consumer, you have the right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You have 14 days from the day you receive your goods to tell us you wish to cancel, and then a further 14 days to send the goods back to us.
To cancel, simply let us know within the 14 day cancellation period. You can email us at hello@buzzpaints.com or use our contact page. A clear statement that you wish to cancel is all we need. We will then confirm the return address and how to proceed.
Condition of returned items
To be eligible for a change of mind return, items must be unused and in their original packaging, in a condition that allows them to be resold. Please take reasonable care of the goods while they are in your possession.
For reasons of hygiene and safety, sealed paints and aerosols must be unopened. Once the seal on a paint pot, spray or aerosol has been broken, we are unable to accept it back as a change of mind return, unless the item is faulty. This protects the quality and safety of the products we sell to all of our customers.
Return postage costs
For a change of mind return, you are responsible for the cost of returning the goods to us. We recommend using a service that provides proof of postage, and where the order is of higher value, a tracked service, as the goods remain your responsibility until they reach us.
Where an item is faulty, or we have sent you the wrong item, we will cover the cost of return. In these cases, please contact us first and we will arrange the most suitable method and cover the reasonable cost.
Returning aerosols and sprays
Aerosols and pressurised sprays are classed as dangerous goods and cannot be returned by standard Royal Mail post. Please do not post an aerosol back to us using an ordinary postal service. Instead, contact us first and we will advise the correct method for returning the item safely and lawfully. This applies whether the aerosol is being returned as a change of mind item (unopened) or because it is faulty.
How and when we refund
Once we receive your returned goods and have checked them, we will process your refund. Refunds are made to the original payment method used for the order. We will issue your refund within 14 days of receiving the returned goods, and often sooner.
For a valid change of mind return, we will refund the price you paid for the goods. Please note that under the Consumer Contracts Regulations, we may make a deduction from the refund if the value of the goods has been reduced by handling beyond what is necessary to establish their nature, characteristics and function.
Faulty, damaged or misdescribed goods
If an item is faulty, damaged on arrival, or not as described, you have rights under the Consumer Rights Act 2015. Depending on the circumstances, you may be entitled to a repair, a replacement or a refund. If you find a fault, please contact us with your order number and, where possible, a description or photograph of the problem.
Where goods are faulty or misdescribed, we will not ask you to bear the cost of returning them. We will cover the reasonable return costs and, once we have looked into the issue, arrange a repair, replacement or refund as appropriate. If a fault appears shortly after delivery, please tell us promptly so we can help.
Items lost or damaged in transit
If your order does not arrive, or arrives damaged, this is covered by our delivery process. Please see our Delivery Policy for how we handle lost and damaged parcels, including investigating with the courier and arranging a reship or refund.
How to start a return
- Contact us within the relevant time limit at hello@buzzpaints.com, by phone on 01254 601022, or via our contact page.
- Tell us your order number and which item or items you wish to return, and whether the return is a change of mind or due to a fault.
- We will confirm the return address and, for faulty items or aerosols, the correct return method.
- Pack the goods securely, ideally in their original packaging, and include your order details so we can identify your return.
- Keep your proof of postage until your refund or replacement has been completed.
Your statutory rights
This policy sits alongside your legal rights and does not reduce them. As a consumer, you have rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, and this policy is designed to work with those rights rather than replace them.
Need help?
If you are unsure whether an item can be returned, or you simply want to talk through your options, please get in touch before sending anything back. We are always happy to help you find the right outcome. Email hello@buzzpaints.com, call 01254 601022, or use our contact page.