Returns & Refunds

Return Policy

Please review our Return & Refund Policy carefully before placing your order.

Return requests must be submitted within 30 days of the original purchase date.

To qualify for return:

• Product must be unopened, unused, and in its original condition and original packaging
• Customer must contact Customer Service to obtain an RMA (Return Merchandise Authorization Number) before returning any product
• Returns sent without an RMA may be refused or returned to the customer
• 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
  

Order Cancellations

Orders may be canceled before shipment by contacting Customer Service as soon as possible. Once an order has shipped, it cannot be canceled and will be subject to this Return Policy.

Not Eligible For Return

Trial Kits & These Made To Order Products:

• AcquaTint™ Tinted Sealers
  
• Antiquing™ Stain
  
• DecoGel™ Acid Stain
  
• EasyTint™ Tinted Sealer
  
• Portico™ Paver Stain

Opened, damaged, used, or partially used products are not eligible for return or refund. Clearance, closeout, or final-sale items are also not eligible for return or refund, unless otherwise required by law.

Eligible Hazmat Product 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 located here: https://www.transportation.gov/check-the-box/getting-started-with-hazmat.

Project Results & Performance Limitations

We want every customer to feel confident before starting a Direct Colors project. That’s 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 a refund, replacement, or store credit.

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’re here to help you plan carefully and get the best result possible.

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. Direct Colors will notify the customer of the status of the refund after inspection. If approved, refunds are typically issued within 7-10 business days. Refund processing times may vary depending on the customer’s payment provider.

Products that are opened, used, damaged, missing components, returned without an RMA, or otherwise not in returnable condition may be refused and may not qualify for a refund, replacement, or store credit.

Damaged or Defective Products

Please inspect your order upon delivery. If a product arrives damaged or defective, contact Customer Service within 72 hours of delivery and include your order number and photos of the damaged product and packaging. If the damage or defect is confirmed, Direct Colors may, at its discretion, issue a replacement, refund, or other resolution at no additional cost.

This section does not apply to project outcomes, application results, color variation, coverage differences, or product performance issues after use, which are addressed in the Project Results & Performance Limitations section above.

Incorrect or Missing Items

If you receive an incorrect item or your order is missing items, contact Customer Service within 72 hours of delivery with your order number so we can review and resolve the issue promptly.

Contact Us

If you have questions about returns or refunds, please contact Direct Colors Customer Service at cs@directcolors.com or (877) 255-2656 option #1.

Our Commitment

• Provide top-notch customer service
• Ensure exceptional shopping experience
• Deliver quality products
  

Your Satisfaction, Our Priority: Whether it's assisting with product selection, answering your queries, or resolving any concerns, our team is always here to help. We value your trust and strive to exceed your expectations with every purchase.

Thank you for choosing Direct Colors. We look forward to serving you and being a part of your creative projects!