Our Commitment to Quality Service

At Sandtex Store, we are dedicated to providing premium building materials, paints, and woodcare products to DIY enthusiasts, professional contractors, and homeowners worldwide. Our shipping and returns policies are designed to ensure your complete satisfaction with every purchase.

Shipping Information

Order Processing Time

All orders are processed within 1-2 business days after payment confirmation. Orders placed on weekends or holidays will be processed on the next business day.

Shipping Methods & Delivery Times

We offer two reliable shipping options to meet your needs:

Standard Shipping – £12.95

  • Carrier: DHL or FedEx
  • Delivery Time: 10-15 business days after dispatch
  • Tracking: Full tracking provided
  • Ideal for: Time-sensitive projects

Free Shipping

  • Carrier: EMS
  • Delivery Time: 15-25 business days after dispatch
  • Minimum Order: £50 or more
  • Tracking: Basic tracking available

International Shipping Note: We ship worldwide excluding some Asian and remote regions. Customers are responsible for any customs duties, taxes, or import fees in their country.

Returns & Exchanges Policy

Return Eligibility

We accept returns and exchanges within 15 days of delivery. To qualify for a return or exchange, items must meet the following criteria:

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

Non-Returnable Items

For health, safety, and hygiene reasons, we cannot accept returns or exchanges on the following products once opened:

  • Opened Paint Containers: Interior paint, Exterior paint, Masonry Paint, Wall & Ceiling Paint
  • Opened Treatment Products: Woodcare, Garden Furniture Treatment, Exterior Wood Paint
  • Opened Chemical Products: Primers & undercoat, Putty, Metal & wood paint
  • Custom-mixed or tinted paints

These restrictions help us maintain our high quality standards and ensure customer safety.

Return & Exchange Process

Step 1: Submit Your Request

Within 15 days of receiving your order, contact our customer service team with your return or exchange request using the template below:

Subject: Return/Exchange Request – Order #[Your Order Number]

Email to: [email protected]

Message:
Dear Sandtex Store Team,

I would like to request a [return/exchange] for my recent order.
Order Number: [Your order number] Order Date: [Date of purchase] Product(s) to Return: [Product name(s) and quantity] Reason for Return/Exchange: [Please provide details] Preferred Resolution: [Refund/Exchange for specific product] Attachments: [Photos if applicable, proof of purchase]
Thank you for your assistance.
[Your Name]

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, and ship to:

Sandtex Store Returns
7 Hanover St
Edinburgh, GB EH2W 2CO
United Kingdom

Note: Return shipping costs are the customer’s responsibility, 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:

  • 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

Shipping charges are non-refundable, except in cases where the return is due to our error.

Exchanges

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
  • In some cases, we may ask you to return the damaged item using a prepaid shipping label we provide

International Returns

For our international customers (excluding some Asian and remote regions):

  • 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

Need Help?

If you have any questions about our shipping or returns policy, please contact our customer service team:

Email: [email protected]

Response Time: We aim to respond to all inquiries within one business day