Privacy, Warranty, Shipping & Returns Policy

All website prices are in Australian dollars

Please allow for currency conversion via your chosen payment method. All prices listed on our website are in Australian Dollars (AUD) and include 10% GST. When you input your country and shipping address in the website shopping cart, this 10% GST will be deducted if you are not located in Australia.

TRIDENT International Shipping

We are unable to ship to countries that have an authorised TRIDENT distributor.
Check our store locator to see if there is a store in your country or contact us to see if we can ship to your country.

Due to varying regulations and potential changes in airfreight routes, we might not be able to ship certain orders. If this occurs, we’ll reach out to you to discuss alternative shipping, costs, or a full refund if needed.

Buyers are responsible for any extra import duties, taxes, or government fees in their country. For more information on these charges, kindly contact your local customs or government department.

DNA Paints Shipping (Dangerous Goods)

You can easily find out the total cost of your order, including goods and shipping. Just add the products you want to your shopping cart on our website, go to the cart, click “Calculate Shipping,” enter your address, and click “Update Totals.” *Please note that for some regional or remote locations we may not be able to ship to you at the charged shipping rate. If this is the case with your order, we will contact you to discuss shipping options, additional charges or provide a full refund.

For most international orders containing Dangerous Goods, there will be a minimum shipping fee of AUD$600.00. This charge applies even if you’re shipping only a small item or quantity, as it encompasses the expenses related to legal compliance, IATA packaging requirements, and costs levied by shipping companies.

Orders over AUD$2,000.00 will qualify for Discounted Shipping, check your shopping cart to see if you qualify.
For orders with no Dangerous Goods the shipping cost is normally less than AUD$50.00
These rates are subject to change.

The shipping cost includes all Hazardous packing, documentation, and compliance with IATA DG shipping regulations, as it’s a legal requirement. It also covers the shipping fee, but not import taxes. Buyers are responsible for additional import duties, taxes, or charges, which vary by country. Contact your local customs or government department for details on these charges.

Shipping to your country
If your country is not shown in our shopping cart, it may indicate that shipping Dangerous Goods (DG) products by air is either too expensive, not allowed, or there is a local distributor available. If you’d like to place an order but don’t see your country listed, you can use our store locator or contact us to inquire about shipping options to your location.

We we do not provide shipping to countries where an authorized DNA or TRIDENT distributor is present.

Shipping addresses – P.O. Boxes or Click and Collect locations
For orders that contain goods that are classified as Dangerous Goods we can ship to fixed physical addresses only, we are not able to ship to P.O. Boxes, Click and Collect locations or other addresses that cannot be easily located, verified or accessed by courier companies. If we have any trouble with your address after you have ordered we will contact you to try and resolve the issue or have you supply an alternate delivery address.

Problems with Shipping
Due to different country regulations and or changes to airfreight routes from time-to-time we are unable to ship some orders or ship them for the amount quoted or charged to you. If this happens we will contact you to discuss alternate shipping options, costs and also offer you a full refund if required.

Shipping Times

Please be aware that due to both local and global disruptions, there may be an additional delay in shipping. This could extend shipping times beyond the usual timeframe, ranging from 1 to 6 weeks. Unfortunately, this is not within our control.

Please note that all provided shipping times are meant as estimations and should be used as a reference. We cannot and do not guarantee specific shipping times or arrival days. These factors are beyond our control and are determined by third-party carriers and their networks.

After your payment is cleared, we typically pick, pack, and dispatch your order on the same day. However, if your order is received outside our regular business hours or too late in the day to be processed, it will be handled on the following business day.

Australian Delivery Times

In general we find that deliveries to metro Melbourne, Sydney and Adelaide are made within 1-3 working days. Tasmania, Brisbane, SEQ, country Vic, NSW and SA take 2-4 days and Perth 3-5 days. FNQ, NT and remote areas will take 5-10 days and sometimes much longer.

International Delivery Times

Note: USA customers, after receiving your order we will send you a pre-filled TSCA declaration form for you to sign and email copy back to us. USA/EPA customs may also require you to email them a copy of this document when the goods arrive in the USA. Shipping time guides below are calculated from when we have received this required document back from you.

United Kingdom (UK) Due to VAT collection requirements we are currently not able to ship to the UK.
United States & EU (6-15 business days)
Asia Pacific, (10~20 business days)
Rest of World (6~45 business days)

Privacy Policy

DNA Custom Paints is committed to providing quality services to you and this policy outlines our ongoing obligations to you in respect of how we manage your Personal Information.
We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). The NPPs govern the way in which we collect, use, disclose, store, secure and dispose of your Personal Information.
A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Australian Information Commissioner at www.aoic.gov.au

What is Personal Information and why do we collect it?

Personal Information is information or an opinion that identifies an individual. Examples of Personal Information we collect include: names, addresses, email addresses, phone and facsimile numbers.
This Personal Information is obtained in many ways including correspondence, by telephone, by email, via our website www.dna-paints.com, from your website, from media and publications, from other publicly available sources, from cookies and from third parties. We don’t guarantee website links or policy of authorised third parties.
We collect your Personal Information for the primary purpose of providing our services to you, providing information to our clients and marketing. We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure. You may unsubscribe from our mailing/marketing lists at any time by contacting us or by following the instructions for “un-subscribing” which is included as part of any regular DNA email offers or newsletters.
When we collect Personal Information we will, where appropriate and where possible, explain to you why we are collecting the information and how we plan to use it.

Sensitive Information

Sensitive information is defined in the Privacy Act to include information or opinion about such things as an individual’s racial or ethnic origin, political opinions, membership of a political association, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record or health information.
Sensitive information will be used by us only:
• For the primary purpose for which it was obtained
• For a secondary purpose that is directly related to the primary purpose
• With your consent; or where required or authorised by law.

Third Parties

Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances we may be provided with information by third parties. In such a case we will take reasonable steps to ensure that you are made aware of the information provided to us by the third party.

Disclosure of Personal Information

Your Personal Information may be disclosed in a number of circumstances including the following:
• Third parties where you consent to the use or disclosure; and
• Where required or authorised by law.

Security of Personal Information

Your Personal Information is stored in a manner that reasonably protects it from misuse and loss and from unauthorized access, modification or disclosure.
When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information. However, most of the Personal Information is or will be stored in client files which will be kept by us for a minimum of 7 years.

Access to your Personal Information

You may access the Personal Information we hold about you and to update and/or correct it, subject to certain exceptions. If you wish to access your Personal Information, please contact us in writing or via our Contact Us page.
DNA Custom Paints will not charge any fee for your access request, but may charge an administrative fee for providing a copy of your Personal Information.
In order to protect your Personal Information we may require identification from you before releasing the requested information.

Maintaining the Quality of your Personal Information

It is an important to us that your Personal Information is up to date. We will take reasonable steps to make sure that your Personal Information is accurate, complete and up-to-date. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.

Policy Updates

This Policy may change from time to time and is available on our website.
Privacy Policy Complaints and Enquiries
If you have any queries or complaints about our Privacy Policy please Contact Us.

Warranty

Important Information:

Always check you have and follow the latest Technical Data Sheet
Always buy enough product to complete the entire job (On rare occasions different batches can be subject to batch variations or tonal differences, this is not covered by warranty)
Products are for Professional Use Only

DNA will replace any faulty or defective goods.

You must always spray out a test panel and fully test prior to commencing any job to determine applicator competence, product suitability, final finish and overall appearance. Goods are guaranteed for 12 months if stored in cool dry conditions. All information and data provided is given in good faith and intended as a general guide only for use by qualified professional painters and DNA will not accept liability as a result of any failure or lack of expertise on the part of the applicator, condition of substrates, lack of preparation, use of incompatible materials, equipment failure, use of incorrect equipment or any other reason beyond the control of DNA and further offers no warranties of whatever nature express or implied as to merchantability or fitness for a particular use or purpose and shall not accept liability for any specific or consequential damage as a result of using these products unless otherwise agreed to in writing.

If any goods are defective, you must not proceed to the job. Stop work immediately and contact your distributor or DNA Paints and point out the defect.

Any faulty goods must be returned at the customers expense to the distributor or Contact Us at DNA paints with a copy of the original invoice or other proof of purchase to obtain a replacement of the faulty product or a refund for the cost of the goods. The benefits provided to the consumer by the warranty are in addition to other rights and remedies available to the consumer under the law.

Mandatory Text for the supply of goods: Our goods come with guarantees that cannot be excluded under Australia Consumer Law. You are entitled to a replacement or refund for any major failure and compensation for any reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

REFUNDS & RETURNS

We accept returns within 30 days of receiving goods for faulty or incorrectly supplied goods and will process refunds provided the goods have not been opened or used.

For change of mind or other reasons we may at our discretion accept a return provided the goods are returned to us within 30 days in re-sellable condition and the buyer pays for any return postage charges. Original postage charges are non-refundable.