Order support
Returns & refunds
Paint is mixed to the factory code you order. This policy is the one checkout asks you to accept before you pay. It explains which orders you can send back, when we refund or replace an item, and how a card refund is issued.
Cancel before we mix
You may cancel for a full refund at any time before we mix your order. Email support@autopaintusa.com with your order number. We submit the credit within 7 business days after we confirm the cancellation.
Unopened products
Unopened touch-up pens, bottles, aerosols, and professional basecoat in the original packaging may be returned within 30 days of delivery for a refund. The product must be unused and in the condition we shipped.
You pay return shipping on this kind of return. We email a return authorization before you send anything back.
Custom-mixed paint
Every order is mixed to the paint code you provide. After we mix it, an opened or used product that was mixed to that code is not returnable because we cannot resell it.
A sealed, unopened order can still be returned under the unopened rule above. A difference in appearance is not a defect when we mixed the code you ordered and the panel was painted with another code, repainted, faded, or viewed in different light. Check the code on the door jamb sticker before you order.
Damage, defects, the wrong code, and orders we do not ship
We will refund or replace the affected item when:
- We do not ship the order
- It arrives damaged
- It is defective, including paint that does not spray or flow properly when used as directed
- We mixed a different paint code than the one you ordered
Email us your order number and photos as soon as you can. Contacting us within 14 days of delivery lets us resolve most of these quickly. That request does not limit your right to dispute a card charge for an item that was not delivered, damaged, defective, or not what you ordered.
For these orders we pay return shipping, or we refund or replace the item without requiring a return.
How a refund is paid
A refund of a card purchase is credited to the same card used to pay. We do not require store credit instead of that refund. If the original card cannot accept the credit, we refund by another method the card network allows.
We submit the credit within 7 business days after we approve the refund. Your card issuer decides when the credit posts to your account.
How to start a return
Email us through the contact page with your order number and the reason for the return. We reply with instructions and, when a return is required, a return authorization. Wait for that reply before you ship a product back.
Nothing in this policy asks you to give up the right to dispute a charge with your card issuer.