Returns & Exchanges

At Sandtex Store, we take pride in offering high-quality building materials, paints, and woodcare products. We understand that sometimes products may not meet your expectations, which is why we’ve created this straightforward returns and exchanges policy. Our goal is to ensure you’re completely satisfied with your purchase from our online store at durablepaintsus.com.

Return & Exchange Eligibility

We accept returns and exchanges for most products within 15 days of delivery. To be eligible for a return or exchange, your item must be:

• In its original, unopened packaging
• In the same condition as when you received it
• Accompanied by the original receipt or proof of purchase
• Not included in our non-returnable items list (see below)

Return & Exchange Process

Follow these simple steps to return or exchange an item:

Step 1: Submit Your Request

Within 15 days of receiving your order, contact our customer service team with your return or exchange request. Use the template below to ensure we have all the necessary information.

Step 2: Receive Authorization

Our customer service team will review your request and send you a Return Merchandise Authorization (RMA) number within 1-2 business days. Do not ship your return without this RMA number.

Step 3: Package and Ship

Once authorized, carefully package the item(s) in their original packaging, include the RMA number visibly on the outside of the package, and ship to:

Note: Return shipping costs are the responsibility of the customer, unless the return is due to our error or a defective product.

Step 4: Processing

Once we receive your return, we will inspect the items and process your refund or exchange within 3-5 business days.

Refund Information

After we receive and inspect your return, we’ll process your refund to the original payment method used for the purchase:

• Credit Card Refunds: 5-10 business days to appear on your statement
• PayPal Refunds: 3-5 business days to process
• JCB Refunds: 5-7 business days to process

Please note that shipping charges are non-refundable, except in cases where the return is due to our error.

Exchanges

If you need to exchange an item for a different product:

• Follow the same return process outlined above
• Clearly state in your request that you want an exchange and specify the desired replacement product
• We will process the exchange once we receive the returned item
• If the exchange product costs more, you’ll need to pay the difference
• If it costs less, we’ll refund the difference

Damaged or Defective Items

If you receive a damaged or defective product:

• Contact us within 48 hours of delivery
• Provide photos of the damaged item and packaging
• We will arrange for a replacement at no additional cost to you
• In some cases, we may ask you to return the damaged item using a prepaid shipping label we provide

International Returns

As we serve customers worldwide (excluding some Asian and remote regions), please note:

• International customers are responsible for return shipping costs and any applicable customs duties
• We recommend using a trackable shipping service for returns
• Refunds will be issued in the original currency of purchase