Zero Tolerance Policy

A Statement from Paint Direct

At Paint Direct, we are committed to delivering high-quality products and outstanding customer service. We pride ourselves on being approachable, knowledgeable, and responsive. In return, we expect all interactions with our team to be conducted with respect and professionalism.

We operate a zero-tolerance policy towards any form of abuse directed at our staff.

What We Will Not Accept

While we understand that issues can arise and that customers may feel frustrated at times, the following behaviours are unacceptable:

• Inflammatory, threatening, or abusive emails
• Messages written in an aggressive, hostile, or deliberately provocative tone
• Condescending, belittling, or disrespectful language
• Unreasonable rejection of our clearly stated Terms and Conditions after purchase
• Unreasonable expectations that fall outside the scope of our service or agreed terms
• Shouting, speaking over staff, or refusing to allow our team members to respond
• Loud, aggressive, or intimidating behaviour on the phone or in person

Our team members deserve to work in a safe, professional environment. Abuse in any form — written, verbal, or implied — will not be tolerated.

Our Terms and Conditions

Our Terms and Conditions are clearly displayed and agreed to at the point of purchase. We expect customers to read and understand these before completing their order.

We cannot accept attempts to override, ignore, or selectively reinterpret these terms after an order has been placed. Disagreement with our policies does not entitle anyone to behave unreasonably or disrespectfully towards our staff.

Our Right to Refuse or Cancel Orders

Paint Direct reserves the absolute right to:

• Refuse service
• Cancel any order
• Decline future business

This includes situations where a customer is aggressive, abusive, loud, intimidating, persistently unreasonable, or repeatedly speaks over staff during communication.

If an order is cancelled due to unacceptable behaviour, any refund will be processed in accordance with our Terms and Conditions.

Raising Concerns — The Right Way

We welcome genuine feedback and reasonable concerns. If something has gone wrong, we want the opportunity to resolve it. The most effective way to achieve a positive outcome is through respectful, clear communication.

Our team will always:

• Listen carefully
• Respond professionally
• Act in accordance with our policies
• Seek a fair and reasonable resolution

However, respectful communication must be mutual.

At Paint Direct, we value our customers — and we value our people just as highly. Protecting our team is not optional. It is fundamental to who we are as a business.

Thank you for treating our staff with the same courtesy and respect you would expect in return.