What can/can't I return?

What can/can't I return?

Team Tintrio Team Tintrio

Right of withdrawal

You can find the following in our General terms & conditions:

  1. When purchasing products, the Consumer has the option to repudiate the contract without specifying any reasons for a period of at least 14 days. This period starts on the day the product is received by or on behalf of the Consumer. The Consumer may use this model form to exercise his right to withdrawal.
  2. During this period, the Consumer shall handle the product and the packaging with care. The Consumer shall only unpack or use the product to the extent necessary to judge whether he or she wishes to keep the product. If wishing to exercise the right of withdrawal, the Consumer shall return the product with all delivered accessories and, as far as reasonably possible, in the original condition and packaging to the Entrepreneur in conformity with the Entrepreneur´s reasonable and clear instructions.

What does that mean? Well, when you've placed an order with us, and we've delivered it to you, you have about two weeks to decide whether you wish to keep it. There are certain conditions though: you have to send the order back exactly the way you received it. You're allowed to open the paint can to check if you could maybe still use the paint, however, painting half a wall and then sending it back, is not allowed ;) Finally, some articles can never be returned. More about that below. 

Exclusion of the right of withdrawal

Our General terms & conditions state the following:

  1. If the Consumer does not have the right of withdrawal, the Entrepreneur can exclude this right only if the Entrepreneur indicated this clearly in the offer or at least in good time before concluding the contract.

  2. Exclusion of the right of withdrawal is only possible for products:
    a. that were realised according to the Consumer’s specifications; paint tinted according to the wishes of consumers, carpets and carpet tiles are always on order and are tailored to the customer cut and so not reversed
    b. that are obviously personal in nature;
    c. that cannot be returned due to their nature;
    d. that spoil or age quickly;
    e. whose prices are subject to fluctuations in the financial market that are beyond the Entrepreneur’s control;
    f. for single newspapers and magazines;
    g. for audio and video recordings and computer software of which the Consumer has broken the seal;

  3. Exclusion of the right of withdrawal is only possible for services
    a. regarding accommodation, transportation, restaurant establishments or leisure activities to be used or performed on a certain date or during a certain period;
    b. of which the provision has been started with the Consumer’s explicit consent before the expiration of the cooling-off period;
    c. regarding betting and lotteries;

Again, a loose recap. Mix colour paints, even popular colours such as RAL 9010 or RAL 9016, are custom-made for you and cannot be sent back. Products that are not standard on our webshop cannot be taken back by us either, as we ordered them for you exclusively. If there's any kind of damage caused by you - not by us or the delivery service - we hope you understand that's excluded from the right of withdrawal as well.


Contact us if you're unsure whether your order can be returned.


Watch this video (in Dutch) for more information on how to return your order:

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