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Customer Service and Returns
We only accept returns** for color match and order problems
for
90 days from the shipping date of your
order. Please check the color
match and make sure your order is complete. All sales are FINAL after
90 days.
** Subject to the limitations shown below.
If the color did not
match your vehicle, please follow the instructions below and fill out the underlying
form. (You must notify us within 90 days or you will not be able to submit
the form below.) Please work with us. We are almost always able to resolve the
problem by additional information or resending you a new paint order.
You will need to send a sample brush or spray out of the paint
(on the enclosed sample card or use a business card) back to
us so we can compare the paint we sent with the original factory chip.
Spray cans
Spray out a sample of the paint using full wet coats and let the paint dry
for at least 15 minutes between coats. Next apply several coats of
clearcoat.
Touch up Bottles and Paint Pens
Send us a sample at least 1" square.
There are no refunds on pre 1981 vehicle colors even if the color does not
match. We will try our best to mix the paint, but due to changing toners and age,
we recommend
custom matching.
Where to send your painted sample card:
San Leandro Color
Attn: Ruth Toovey
555 E. 14th St.
San Leandro, CA 94577
Paint Scratch Team:
Thanks, the second try was a perfect match. I appreciate you
taking the time
to get it right instead of just saying my paint had faded or
worse. A
satisfied customer.
R.
Stephens
67 Camaro, Code
YY
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Paint Unavailable
Some colors shown on our website may be discontinued. We will issue a refund for any colors we cannot make. This can occur with some of the pre-1980 colors.
Verifying Your Color Code
We try to maintain an accurate list
of colors on our website for each Year, Make and Model of vehicle. However, if you want
to be sure you ordered the correct paint, you must verify the paint code on your vehicle. We are not responsible for paint ordered without
checking your color code and there are no returns or refunds for the wrong
paint. (Unless we advised you this was the correct paint based on our
research.) Pay particular attention to interior, trim and cladding
colors as often, these are not coded anywhere on the vehicle. There
are many more interior, trim, striping and cladding colors and we only
list some of them. Often, these colors have no color code at all
and the only way to find them is by borrowing our color books
or sending us a sample part.
Testing the Color Match
ALWAYS test the paint before applying it to your vehicle! You are
responsible for making sure the paint matches by testing the color BEFORE
you apply it to your vehicle! If the color is off, the clearcoat or
the primer WILL NOT HELP to make the color match better! If you
apply the paint to your vehicle and it doesn't match, you will have to
wash it off with automotive lacquer thinner or worse, if you allow it to
thoroughly dry, you will have to sand it off.
Sending Orders Back to PaintScratch
Do not send your order back to PaintScratch expecting us to refund your money.
We will refuse the shipment or just send it back to you at your expense.
Any returned merchandise that you wish to send to PaintScratch MUST be
approved by a staff member of PaintScratch.com. You must enclose the confirming
email from PaintScratch authorizing you to return the merchandise.
The reasons for the paint not matching could be one of the
following:
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The vehicle was repainted with another color.
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The vehicle's paint has faded due to sunlight
exposure, acid rain or other causes..
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You did not send us your VIN
so we sent you the most popular formula. (1995 vehicles and up)
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The order was mixed up with another customer.
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The paint was mixed incorrectly.
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You gave us the wrong color code.
- For more reasons, please see our blog post
on Color Mismatches.
Paint Problems and Solutions:
1) The color is way off. You ordered green paint but received
blue. This is either due to an incorrect color code or an order mix-up
with another customer. Verify your color code, check the paint bottle you
received and fill out the form below and check the appropriate box. We
will send you out a new order.
2) The color is just slightly off. This could be
due to incorrect paint formulation, paint fading or repainting. Let us
know if it is too light or too dark. Also, make sure you check the match
against the interior door jambs as this is a good test to see how good the
match really is. However, even the interior door jamb paint will fade
over time so this check is only useful on late model vehicles.
3) Damaged or missing orders will be replaced
immediately at no charge. This includes spray cans that do not spray
properly, damaged items, etc.
4) If the paint does not match the sample paint color chip we have on
file, we will send you a new paint order. You must give us the
opportunity to try again.
5) If the paint matches our paint color chip perfectly,
then your vehicle was probably repainted or you gave us the wrong color
code. Check your color code again and have a qualified auto body
technician determine if your vehicle was repainted. Please contact
us with any new information. We will see if we can rectify the problem.
You may need custom matching.
Replacement Paint due to Customer Error (no VIN sent, wrong color code given, order mistake, etc.)
If your did not send us your VIN or simply made a mistake on the order
form, chose the wrong color or didn't verify you color code and ordered
the wrong paint, please let us know and we will try to work with you.
Usually we will offer you a promotional code on your next order. These take $2.50 off the order.
However, we will not offer this in all cases.
International Orders
All international orders are charged an additional $6.95 for shipping. In addition, there may be customs and/or brokerage fees due from your country and/or carrier.
All international shipments to countries outside the United States are sent via the United States Postal Service. Delivery can take up to two months in some countries. Check with your local postal system for approximate shipping times for an estimate before ordering.
Refunds
You cannot return the custom made paint. Once you order the paint, you will not be able to cancel the order.
We will not refund your money for the custom made paint because...
- You decided not to use the paint.
- Found it cheaper elsewhere.
- Found it was covered by your warranty.
- Decided to sell or trade the vehicle.
- You were unhappy with the repair work. i.e. It did not come out the way you thought it should.
- You did not like the paint.
- You have decided to have someone else do the work.
- You have changed your mind or for ANY OTHER REASON.
- All paint sales are final. Once you have placed an order, it cannot be cancelled for ANY reason. Our paint techs often work seven days a week and can begin working on your order immediately. Even if it's 3AM on Sunday morning, don't assume our techs are not working! Any cancellation of orders is subject to a $10.00 fee.
In addition, there are no refunds for mis-matched paint even if we sent you the wrong paint.
We will resend the correct paint at no charge. We often begin working on your
order as soon as we receive it. Each order is custom made and cannot be simply put
back on the shelf to sell to the next customer. With thousands and
thousands of automotive colors, we probably won't have a customer for your paint on a timely basis.
What you can Return
Most of our other products can be returned as long as they are unused.
We will refund your money less the original shipping and handling charge. Please make
sure you follow all applicable USPS and UPS hazardous material shipping regulations.
Please email us in advance with any products you plan to return. Remember, we do not give refunds
on custom made paint portion of your order so do not return the paint to us. Even if you have not used the paint.
Order Refusals
If you refuse a paint shipment from us because you have decided you did not want the paint,
you will not be given a refund. There are no exceptions to this.
Custom Matching
We offer custom hand paint matching on vehicles
where the color code is missing or the vehicle has been repainted with an
unknown color. The procedure is to send us a small painted part of the
vehicle. We will then hand match the part and send the paint and part back
to you. We offer hand matching for $35.00 or free computer matching, which is close, but not as good as hand matching.
Final Thoughts
Mixing touch up paint is a very demanding process and
each order takes considerable time and effort. We don't just pull paint
pre-mixed off the shelf. Each order must be custom made by a trained technician. Yes,
we occasionally make color matching mistakes and we will do our best to
rectify the situation. We will take the necessary steps to ensure the
paint we send you matches our factory color chips.
Trouble Ticket Submission Form
This must be filled out within 90 days of the ship date of your
order!
Do not use the ticket system below if you want to return clearcoat, primer, etc.
(items other than mixed paint) Use our
Contact Form instead.
If you ordered the wrong color, do not fill out this form!. We cannot exchange the paint (all paint is custom made to order)
and you must place a new order.
Please use our Contact Form and let us know.
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