Report a product problem
Something wrong with a VALORA paint you bought? Tell us here. You don't need every technical detail to start.
Your rights
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.
There is no fixed number of days on a claim made under the Australian Consumer Law. How long the guarantees last depends on the nature of the goods and what is reasonable in the circumstances.
Read the full Consumer Guarantees, Returns & Refunds page — including who pays return transport for goods that are large, heavy or difficult to return.
How we work out what happened
Peeling, flaking, cracking, blistering, staining and mould can each be caused by the paint, by surface preparation, by the substrate, by moisture or by the environment. We work out the most likely cause before we decide what to do, and we tell you the reason for the outcome either way.
What happens next
- 01 Report — Tell us what you bought, where it was applied and what you are seeing. Send us what you have — you do not need every technical detail to start.
- 02 Evidence — If we need more to assess the problem, we will ask for it — proof of purchase, batch details, photographs, measurements or application information.
- 03 Assessment — We work out the most likely cause of the failure, including whether it points to the paint itself or to workmanship, the substrate, moisture or another cause.
- 04 Inspection or sample — Where reasonably required, we may ask to inspect the affected area, or ask for coating samples or any remaining product.
- 05 Outcome — We tell you the outcome and the reason for it, and what we will do about it. Where the goods fail a consumer guarantee you may be entitled to a repair, replacement or refund, and to compensation for any other reasonably foreseeable loss.
- 06 Remedy and return — Do not send heavy paint containers back without arranging it with us first. Where the goods are large, heavy or difficult to return and VALORA is responsible under the Australian Consumer Law, we arrange collection or pay the reasonable transport cost.
- 07 Closure — The matter is closed once the remedy has been provided or the outcome has been finalised with you.
Prefer to talk to somebody? Email valorapacific8@gmail.com or call 0426 895 676.