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
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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:
-
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, please let us know and we will try to work with you.
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.
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.
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.
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