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Customer Service and Returns

If you are not satisfied with the paint you have received from PaintScratch please follow the instructions below and fill out the underlying form. 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 gray card) back to us so we can compare the paint we sent with the original factory chip.

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

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.

The reasons for the paint not matching could be one of the following:

  • The vehicle was repainted with another color.

  • The vehicle's paint has faded due to sunlight exposure, acid rain or other causes..

  • You did not send us your VIN so we sent you the most popular formula. (1995 vehicles and up)

  • The order was mixed up with another customer.

  • The paint was mixed incorrectly.

  • You gave us the wrong color code.

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, we will replace the paint you ordered at a 30% discount plus shipping.

Refunds
Once you order the paint, you will not be able to cancel the order. We will not refund your money 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, decided to have someone else do the work, changed your mind or for ANY OTHER REASON. 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.

Order Refusals
If you refuse a paint shipment from us because you have decided you did not want the paint, we will charge you a 25% handling fee. There are no exceptions to this

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.

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.

Name: 
E-mail Address:**
Invoice Number:
 ** Make sure this is the same email address you used to place the order!
The paint I received is too light.
The paint I received is too dark.
The paint I received is completely different from what I ordered.
The paint does not match my interior door jambs. (late model only!)
I have verified my color code on my vehicle and it is the same as the color code I ordered from you.
The items below are missing.
The items below are damaged.

Additional Comments/Information:

 

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