Refund policy
Return Policy
Return requests must be submitted within 30 days of delivery.
To qualify for return:
- Product must be unopened, unused, and in its original condition
- Customer must contact Customer Service to obtain an RMA (Return Merchandise Authorization) number before returning any product
- Customer is responsible for return packaging and return shipping costs
- Original shipping costs are non-refundable
- A 20% restocking fee will be deducted from the original product purchase price
- Eligible systems, bundles, and kits must be returned in full; partial returns of individual components are not accepted
- Trial Kits are not eligible for return
Returns sent without an RMA number may be refused or returned to the customer.
Project Results and Performance Limitations
We want every customer to feel confident before starting a Direct Colors project. That is why we provide detailed instructions, how-to resources, coverage guidance, trial sizes, and customer support to help you choose and apply the right products.
At the same time, decorative concrete is not a one-size-fits-all surface. Final results can be affected by many variables outside of our control, including the concrete's age, condition, porosity, texture, moisture level, previous coatings or treatments, surface preparation, application method, weather, temperature, humidity, dilution, dry times, sealing, maintenance, and other jobsite conditions.
Because these factors can significantly impact the final result, Direct Colors does not warrant or guarantee specific project outcomes, color results, finish appearance, adhesion, coverage rates, or product performance once a product has been opened, used, mixed, applied, or otherwise handled by the customer.
For this reason, dissatisfaction with a project outcome, color variation, application result, coverage rate, or product performance after use is not eligible for return or refund.
Before applying any product to a full project, we strongly recommend reading the instructions, testing in a small inconspicuous area, and contacting our Customer Service team with any questions. We are here to help you plan carefully and get the best result possible.
Products Not Eligible for Return
The following made-to-order products are not eligible for return:
- AcquaTint™ Tinted Sealers
- Antiquing™ Stain
- DecoGel™ Acid Stain
- EasyTint™ Tinted Sealer
- Portico™ Paver Stain
Hazardous Material Returns
Many Direct Colors products are categorized as hazardous materials under Department of Transportation (DOT) regulations. Hazmat-labeled products may require special handling, and return shipping costs are typically higher than non-hazmat items of similar weight and size.
When returning eligible hazardous material products, customers must follow all applicable Department of Transportation requirements, set out at transportation.gov/check-the-box/getting-started-with-hazmat.
Refunds
Once an approved return is received and inspected, eligible refunds will be issued to the original payment method, less any applicable restocking fee and non-refundable shipping charges. Refund processing times may vary depending on the customer's payment provider.
Products that are opened, used, damaged, missing components, returned without an RMA number, or otherwise not in returnable condition may be refused and may not qualify for return or refund.
Questions
Whether it is help choosing a product, a question about dosage or coverage, or a concern about an order, our team is here to help. Contact Customer Service at cs@directcolors.com or 405-275-6657 before you start your project — that is when we can be most useful.
This Refund Policy forms part of our Terms of Service.
