Refund policy

Thanks for buying Silver Bullet® Pro Wall Primer. If something is not right, tell me and I will sort it out. This policy sets out where you stand legally, and how it works in practice.

Before you return anything, get in touch. Email hello@thesilverbullet.shop. Goods sent back without contacting us first may not be accepted, and we cannot be responsible for parcels we were not expecting.

If you are buying as a consumer

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel your order for any reason, without giving a reason, within 14 days of the day after you receive the goods.

To cancel, tell us in writing at hello@thesilverbullet.shop within that period. You then have a further 14 days to send the goods back.

• We refund the price of the goods plus the standard outbound delivery charge you paid. If you chose a more expensive delivery option, we refund the standard rate only.
• Return postage is at your cost unless the goods are faulty or we sent the wrong item. A 5 litre container weighs about 7.2 kg packed, so please get a quote before posting.
• You may handle the goods as you would in a shop. If they are used or handled beyond that and their value is reduced, we may deduct that reduction from your refund. In practice: an unopened container comes back in full, a part-used one does not.
• Refunds are made to your original payment method within 14 days of us receiving the goods back, or of you providing proof of postage, whichever is sooner.

If you are buying as a business

The statutory cancellation right above applies to consumers only. If you are buying for a business, it does not apply — but we would rather you were happy than right, so:

• We will accept a return of unopened, undamaged, resaleable stock within 30 days of delivery, by prior agreement.
• Return carriage is at your cost, and we refund the price of the goods.
• We do not charge a restocking fee.

Faulty, damaged or wrong goods

Your rights under the Consumer Rights Act 2015 are unaffected by anything above. Goods must be as described, of satisfactory quality and fit for purpose.

• Damaged in transit: tell us within 7 days of delivery, with a photograph if you can. We will replace or refund, and we pay the carriage.
• Faulty: if you are a consumer you have 30 days from delivery to reject faulty goods for a full refund. After 30 days we will repair or replace first. We pay return carriage on faulty goods.
• Wrong item sent: entirely our problem. We will collect it or pay your postage, and get the right one out.

Where to send returns

Once we have agreed a return, I will email you the address to send it to.

Please use packaging that will survive the journey. The container is heavy and we cannot refund goods that arrive damaged through inadequate packing.

A word about suitability

Pro Wall Primer is for porous surfaces. If you are not certain your wall is suitable, ask before you order — advice is free and I would rather talk you out of a sale than have you buy the wrong thing. We always recommend testing your media on a small area first.

Buying the wrong product is not a fault, and is handled under the cancellation and business return terms above rather than as a defect.

Contact

Decor Elevate Ltd
hello@thesilverbullet.shop

Registered in England and Wales, company number 15347939. Registered office: 25-29 Sandy Way, Yeadon, Leeds, LS19 7EW.