Terms & Conditions

You agree that all electronic communications that we send to you satisfy any legal requirement that such communications be in writing, unless a different form of communication is required in accordance with any applicable laws.

Unless otherwise stated, all content on our website is the property of MASIS or has been licensed to us by our product suppliers. The content is protected by intellectual property laws and is not available for commercial use. The re-distribution or re-publication of the content on our website without our prior written consent is strictly prohibited. MASIS trademarks may not be used in connection with any product or service that does not belong to us. All other trademarks not owned by MASIS that appear on our website are the property of their respective owners, who may or may not be affiliated with MASIS. Links to other websites are not intended as an endorsement of such websites, and we cannot accept responsibility or liability for website content that is not under our strict control. The information on our website, including the prices of products, is given in good faith. We reserve the right, but not the obligation, to change without notice any information that is inaccurate, incomplete or out of date. Unless explicitly stated otherwise, MASIS is not the manufacturer of the products sold on this website. We strongly encourage you to always read manufacturers’ labels, warnings and directions before using any products purchased from us. We will not accept liability for any inaccuracies of information on our website, to the extent detailed in section 6 of our Conditions of Use.

You may post relevant user content on our website, such as product reviews and questions, as long as you own or control the rights to that content and it is not in breach of any applicable laws or our Conditions of Use. You agree to compensate us for any claim brought by third parties against MASIS in connection with the content that you post on our website. You may not post content that is offensive, defamatory, or that contains malicious software or any form of spam. Additionally, you must not use a false email address or impersonate any person or entity. We reserve the right, but not the obligation, to remove or edit any user content. Please note that if you post user content on our website, you give MASIS a non-exclusive, royalty-free license to use and modify that content as we wish, including the right to sublicense these rights to third parties. If you believe that any content on our website is in breach of any applicable laws or that it fails to adhere to our Conditions of Use, please notify us at enquiries@masissdm.co.uk .

Due to the complex nature of the internet, we cannot guarantee that our website and its features will be available and error-free all the time. You agree that your access to our website may be occasionally restricted in the event of repairs, maintenance or the introduction of new features. We will endeavour to keep the frequency and duration of any such restriction to a minimum. Equally, we cannot guarantee that our website will be compatible with all hardware and/or software used by you. MASIS will not be liable for any injuries, damages or losses (whether direct, indirect or consequential) or claims (howsoever caused and whether or not foreseeable) that arise out of, or in connection with, the use of our website, to the extent permitted by your statutory rights as a consumer.

This website is maintained by MASIS from our offices in England. Any dispute in relation to the use of our website will be governed by English law, and we both agree to submit to the jurisdiction of the English courts to settle such disputes.

We reserve the right to modify our website and/or our Conditions of Use at any time. You will be subject to the conditions in force at the time that you use our website. Conditions adjudged, either in whole or in part, to be invalid or otherwise unenforceable will be severable and will not affect any remaining provisions and/or conditions. You are encouraged to regularly check our Conditions of Use to ensure you are up to speed with the latest updates.

For online customers that do not hold trading accounts, payments are completed (and contracts of sale are concluded) before items are dispatched or deemed ready for collection. We provide availability information of products on our website, but we cannot guarantee availability or be specific with the availability information. We will inform online customers by email as soon as possible if any products in their order turn out to be unavailable. If this is the case, you will be able to choose between a replacement product(s) or a refund of the transaction value of the unavailable product(s). Some products on our website or in our stores may be mispriced. We will verify pricing when processing your order and, in the case of website orders, contact you by email if we have made a mistake. If a product’s correct price is higher than the price you paid, we will ask whether you want to pay the difference, exchange the mispriced item for another product or remove it from your order. In the case of exchange, you may be required to pay a price difference or entitled to a partial refund depending on whether the new item is valued higher or lower than the original item. If you opt to remove the item from your order, we will refund you the full transaction value of the item. If a product’s correct price is lower than the price you paid, we will refund you the difference and send your order. Please note that changes to orders could result in increased or reduced carriage charges. Please also note that unless otherwise stated on our website, delivery waiting times are estimates – they are not guaranteed and should not be relied upon as such. Delays may be encountered due to unforeseen circumstances that are beyond our control. MASIS will not be liable for late delivery beyond the value of the goods in question.

Unless explicitly stated otherwise, MASIS is not the manufacturer of the products sold on this website and in our stores. We recommend that you do not rely on the information provided on our website. While we endeavour to provide the correct details, official product packaging and materials may contain different or more complete information. You must always read the manufacturer’s warnings and directions before using any product. MASIS will not be liable for any losses, damages or costs incurred by you because you failed to adhere to this condition.

All goods must be of satisfactory quality, as described, fit for purpose and last a reasonable length of time. If you believe a product you have bought from us does not meet these criteria, you should report the item within 48 hours of receiving it, by sending an email to enquiries@masissdm.co.uk and attaching photo/video evidence to back up your claim. Please leave or put the item back in its original packaging and await our instruction.

We may request that you return the item. If this is the case, you can choose to do so in person at the same branch that you purchased it from (in-store purchases), in person at our Norwood branch (online purchases), or via post/courier to our Norwood branch (either in-store or online purchases):

MASIS Special Decorators Merchants (Returns)

44 Forest Road

London IG10 1DX

United Kingdom

You must bring with you or enclose proof of purchase (a bank statement will suffice if you are unable to provide the original receipt/invoice) and make your own arrangements for returning the good(s) at your own cost. We cannot accept any responsibility for goods that are lost or further damaged in the post on their return to us, therefore we recommend that you properly package and insure them against loss and damage. If we agree with your assessment, we will happily exchange the faulty item or refund the original transaction value of the faulty item and the delivery fee (if applicable), as long as it is returned to us (if requested) no later than 30 days after we sent the instruction. Please note, a faulty good can be returned ‘used’ only if the discovery of the fault was made possible by using the product. You must ensure that you have accurately followed the manufacturer’s instructions regarding the storage, conditions and application of the product before you deem it faulty. We cannot accept responsibility for goods that were not stored and used as directed.

Special orders, mixed sample pots and mixed paint will be exchanged or refunded only if they are faulty or if the paint does not match the colour and/or finish requested at the time of purchase. Any claim for faulty items will not exceed the price paid for the product. Please note that digital colour charts and electronic screens do not always give an accurate representation of colour due to individual device specifications and colour and brightness settings. The appearance of paint is known to differ depending on numerous factors, not limited to the surface to which it is applied or whether it is dry, wet or stored in a tin. A fresh dry sample of paint should not be compared with an existing dry sample from a different tin, as the existing sample may have been inaccurately mixed or may have faded naturally over time. Therefore, in the event of a claim, a fresh dry sample of the paint in question will be compared with the relevant hard copy colour chart.

Please check the paint label to ensure your paint is the desired finish before opening. Once opened, please apply your paint to a small test area and ensure that it is the desired colour before continuing. Applying the paint is your acceptance that the finish is correct, and applying a significant amount of the paint is your acceptance that both the colour and finish are correct. Either way, you agree that no subsequent claims will be entertained, unless the item is deemed to be faulty (in accordance with sections 3.1 & 3.2 of our Conditions of Sale).

Please make sure your paint is carried and stowed carefully and upright, and that the tin cannot be struck or overturned in any way. We take no responsibility for spillages after the paint has changed from our hands to yours. Please ask if you would like us to securely tape and box any items you have purchased.

We will happily exchange (additional carriage charges may apply) or refund the original transaction value of any non-faulty product (except items mentioned in section 3.2 of our Conditions of Sale), as long as it is returned unused, in the original packaging and in a saleable condition within 28 days of purchase.

The item(s) must be accompanied by the original receipt/invoice and returned to the same store branch that you purchased it from, where you can explain why you would like an exchange/refund to one of our floor staff. You must make your own arrangements for returning such goods at your own cost. We cannot accept any responsibility for goods that are damaged upon arrival at our premises.

We reserve the right to modify our Conditions of Sale at any time without prior notice. You will be subject to the conditions in force at the time that you order products from us, unless any change is compulsory to satisfy new laws or legislation, in which case it may apply to orders you have previously placed. Conditions adjudged, either in whole or in part, to be invalid or otherwise unenforceable will be severed and will not affect any remaining provisions and/or conditions. You should frequently read our Conditions of Sale to ensure you are familiar with the latest copy.

You should inform us of your wish to return or exchange any items by sending an email to enquiries@masissdm.co.uk . Please leave or put the item back in its original packaging and await our instruction.

We will confirm whether or not you should send the item(s) to the below address:

MASIS Special Decorators Merchants (Returns)

44 Forest Road

London IG10 1DX

United Kingdom

You must enclose the original receipt/invoice and make your own arrangements for returning the good(s) at your own cost. We cannot accept any responsibility for goods that are lost or damaged in the post on their return to us, therefore we recommend that you properly package and insure them against loss and damage.

You should contact us immediately if you wish to cancel your order. It may not be possible for us to stop items from being delivered after they have been dispatched, in which case it is your responsibility to return them to us unused, undamaged and in a saleable condition within 28 days of purchase. You can do so by following either of the methods outlined in sections 3.6 & 3.7 of our Conditions of Sale.

You should contact us immediately if you wish to cancel or amend your order. The sooner you get in touch, the greater the chance that we haven’t actioned special orders or mixed paint in the colour(s) of your choice. If you are too late, any such items included in your order will become non-refundable, as per section 3.2 of our Conditions of Sale.

MASIS will not be liable for any injury, damage or loss (whether direct, indirect or consequential) or claim (howsoever caused and whether or not foreseeable) that arises out of, or in connection with, the sale of products from us to you. This does not affect your statutory rights as a consumer, which cannot be excluded by law.

You must be aged 18 or above to buy products on our website and in any of our stores.

Any dispute in relation to products purchased from MASIS will be governed by English law, and we both agree to submit to the jurisdiction of the English courts to settle such disputes.