Refund policy

Effective Date: 01/09/2026
Business Name: Exclusive Coatings Pty Ltd
Website: www.exclusivecoatings.co.za

At Exclusive Coatings, we are committed to supplying our customers with high-quality automotive paint and related products. As certain products are custom mixed, colour matched, tinted, or prepared specifically in accordance with a customer's requirements, special conditions apply to returns and refunds.

By placing an order through our online store, the customer acknowledges and agrees to the terms of this Return & Refund Policy, subject always to any rights that may apply under South African consumer protection legislation.

1. General Returns

Customers must inspect their order promptly upon delivery.

Any claim relating to incorrect products, incorrect quantities, missing products, damaged packaging, or products visibly damaged during delivery should be reported to Exclusive Coatings within 48 hours of delivery.

This 48-hour reporting period applies to visible delivery discrepancies and does not limit any statutory rights that may apply in respect of latent defects, defective goods, or goods that fail to meet applicable legal quality standards.

The customer may be required to provide photographs or videos of the product, packaging, shipping label, and any visible damage before a return or replacement is authorised.

Products must not be used, opened, mixed, tinted, altered, or contaminated where a return is requested, unless the claim relates to an alleged product defect.

2. Custom-Mixed and Automotive Paint

Custom-mixed, tinted, colour-matched, or specially prepared paint is non-refundable and cannot be returned solely because the customer is dissatisfied with the colour or finish, where legally permitted.

Automotive paint colours may vary due to factors including vehicle age, fading and weathering, previous repairs, different colour variants, manufacturer production variations, application technique, spray gun settings, air pressure, temperature and humidity, substrate or primer colour, and clear-coat and finishing procedures.

Paint is mixed according to the applicable manufacturer's colour formula and/or the information supplied by the customer.

A colour formula is not a guarantee that the resulting paint will be an exact visual match to the vehicle.

Customers are responsible for ensuring that the correct vehicle details, paint code, colour variant, and other relevant information are supplied when placing an order.

Where practical, customers should conduct a spray-out or test-panel application before applying the paint to the vehicle.

3. Incorrect Colour or Paint Code Supplied by Customer

If the customer provides an incorrect paint code, colour code, vehicle information, or other incorrect information, the resulting paint will not qualify for a return or refund solely on that basis.

The customer is responsible for verifying all information supplied to us before the order is processed.

If Exclusive Coatings supplies the incorrect product, colour, size, or quantity due to an error on our part, we will investigate the matter and, where appropriate, arrange a replacement, collection, refund, or other suitable remedy in accordance with applicable law.

4. Product Defects or Suspected Bad Batches

If a customer believes that a paint product is defective, contaminated, incorrectly manufactured, or otherwise does not comply with the manufacturer's required specifications, the customer must notify us before disposing of, altering, or further using the product where reasonably possible.

The customer may be required to provide photographs or videos, batch numbers, product labels, mixing ratios, application details, spray-out or test-panel results, and other information reasonably required to investigate the complaint.

Where necessary, the product may be returned for inspection and/or testing.

Manufacturer or supplier warranties may apply in addition to the customer's rights against Exclusive Coatings. Nothing in this policy removes or limits any obligation that Exclusive Coatings may have as retailer under applicable South African law.

Where a legitimate manufacturing defect or qualifying product defect is confirmed, Exclusive Coatings will provide an appropriate remedy in accordance with applicable law and/or the relevant supplier or manufacturer's warranty.

5. Paint That Has Been Opened or Used

Paint that has been opened, mixed with another product, tinted, contaminated, sprayed, applied, or otherwise used generally cannot be returned due to a change-of-mind request.

If a customer believes that an opened or used product is defective, the customer must contact us before using the product further where reasonably possible.

We reserve the right to require the product to be returned for inspection or testing.

6. Incorrect Products Supplied by Us

If we supply the incorrect product, colour, size, or quantity due to an error on our part, the customer should notify us within 48 hours of delivery.

Following verification, we may arrange replacement of the incorrect product, collection of the incorrect product, a refund where appropriate, or another suitable remedy.

The incorrect product must remain unused and in its original condition, unless the error cannot reasonably be identified without opening the product.

7. Products Damaged During Delivery

Customers must inspect their parcel as soon as reasonably possible after delivery.

If a product arrives damaged, the customer should photograph the parcel before opening it where possible, photograph any damaged packaging, photograph the damaged product, retain all original packaging, and contact Exclusive Coatings within 48 hours.

We will investigate the delivery claim and, where appropriate, arrange a replacement, refund, or other suitable remedy, subject to applicable law.

Customers may also be required to assist with any courier or delivery claim process.

8. Change-of-Mind Returns

Change-of-mind returns are subject to the nature of the product and applicable consumer legislation.

Custom-mixed, tinted, colour-matched, and specially prepared automotive paint is excluded from voluntary change-of-mind returns, where legally permitted.

For standard, unopened, and unused products that are eligible for return, the customer may be responsible for return delivery costs and any reasonable applicable handling or restocking charges, subject to applicable law.

9. Refunds

Where a refund is approved, it will normally be processed using the original payment method.

Refund processing times may depend on the relevant payment provider or financial institution.

A refund will not normally be processed for products returned without prior authorisation, except where applicable law provides otherwise.

10. Return Authorisation

Customers must contact Exclusive Coatings before sending any product back.

Unauthorised returns may be refused or returned to the customer at the customer's cost, subject to applicable law.

To request a return or report a product issue, please contact:

Email: orders@exclusivecoatings.co.za
Telephone/WhatsApp: +27 79 756 6249

Please include your order number, customer name, product purchased, date of purchase, description of the problem, and photographs or videos where applicable.

11. Customer Responsibility

The customer is responsible for ensuring that products are suitable for their intended application and are used in accordance with the relevant manufacturer's technical data sheets, instructions, mixing ratios, and safety requirements.

The customer is also responsible for ensuring that compatible products are used together.

Paint should always be tested on a suitable test panel before full application where colour, compatibility, or finish may be a concern.

12. Limitation Regarding Application Costs

Where permitted by applicable law, Exclusive Coatings will not be responsible for indirect or consequential costs arising from the use of a product, including labour costs, panel-beating costs, respraying costs, vehicle downtime, loss of income, removal or reapplication costs, or other consequential losses, unless such liability cannot legally be excluded.

Customers should therefore verify the colour, compatibility, and suitability of the product before applying it to a vehicle or other valuable surface.

13. No Waiver of Statutory Consumer Rights

Nothing in this policy is intended to remove, restrict, or limit any rights that a customer may have under applicable South African consumer protection legislation.

Where applicable legislation provides a customer with a right to return, replacement, repair, or refund, those statutory rights will apply.

14. Policy Changes

Exclusive Coatings reserves the right to update this Return & Refund Policy from time to time.

The version published on our website at the time of purchase will generally apply to that purchase, subject to applicable law.

Exclusive Coatings Pty Ltd
390 Veldkornetroos Street, Pretoria North, Gauteng, South Africa
orders@exclusivecoatings.co.za
+27 79 756 6249
www.exclusivecoatings.co.za