Consumer Guarantees, Returns & Refunds

1. Your consumer guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing on this page, in our Terms of Sale, or said to you by anybody at VALORA can take those guarantees away, shorten them or add conditions to them.

2. Major and minor failures

A failure is major when, for example, the goods are unsafe, are significantly different from their description or sample, do not do what we said they would, or when a reasonable customer who knew about the problem would not have bought them. For a major failure, you may generally choose a refund or a replacement.

For a problem that is not major, VALORA may choose an available lawful remedy — repair, replacement or refund — and will do it within a reasonable time. If we do not, or cannot, you may treat the failure as a major one.

There is no fixed number of days on a claim under the Australian Consumer Law. How long the guarantees last depends on the nature of the goods and what is reasonable in the circumstances.

3. Change of mind

VALORA does not accept returns solely because you changed your mind, found a lower price elsewhere, ordered too much, or no longer want the goods. Paint is tinted and packed to order, so please check product, colour and quantity before ordering — and order a sample if you are unsure.

This is a change-of-mind policy and nothing more. It does not apply, and cannot apply, where goods fail a consumer guarantee. Opening a container, or using enough product to discover a problem, does not remove your statutory rights.

4. Telling us about a problem

Report a problem at /support/product-issue. You do not need every technical detail to start — tell us what you bought, where it was applied and what you are seeing.

You can also email valorapacific8@gmail.com or call 0426 895 676 with your order number and a description of the issue.

We may ask for reasonable evidence, or to assess the goods, before providing a remedy: proof of purchase, batch details, photographs, measurements or application information. Proof of purchase can take forms other than the original receipt — a bank statement or a VALORA order record is usually enough.

We work out the most likely cause of the failure, and we tell you the outcome and the reason for it either way.

5. Returning the goods, and who pays

Do not send heavy paint containers back to us before arranging the return. A 15 L pail is exactly the kind of item the law treats as large, heavy or difficult to return.

Where VALORA is responsible under the Australian Consumer Law for collecting goods that are large, heavy or difficult to return, we will arrange collection or pay the reasonable transport cost.

If you reasonably pay return costs yourself and the product is confirmed to have a problem, we will reimburse your reasonable costs on evidence such as a receipt.

6. Refunds

Where a refund is required, it will ordinarily be returned to the original payment method where practicable. We will initiate it within a reasonable time after entitlement is confirmed. Banks, Stripe or PayPal may take additional processing time that is outside our control.

We do not charge a restocking or assessment fee for a valid consumer-guarantee remedy.

If an assessment reasonably establishes that there is no product problem and the matter is not otherwise covered, we may ask you to pay reasonable collection or inspection costs that were explained to you in advance, where the law permits.

7. Damaged in transit, or the wrong item

Check your order when it arrives. If something is damaged, missing or not what you ordered, tell us as soon as you reasonably can and keep the packaging where you can — it helps us resolve it with the carrier. Reporting late does not by itself remove a consumer guarantee.

8. We do not offer a voluntary manufacturer's guarantee

VALORA does not currently offer or advertise a voluntary manufacturer's guarantee in addition to the consumer guarantees above, and no VALORA pail, label or packaging carries one.

That changes nothing about what you are entitled to. The consumer guarantees on this page are set by statute, apply to everything we sell you, and cannot be excluded, restricted or modified.

9. If we cannot agree

Please contact us first at valorapacific8@gmail.com so we can try to resolve it. You may also contact the Office of Fair Trading Queensland, or the consumer-protection body for your state or territory, or the ACCC at accc.gov.au.