Our full refund policy lasts 30 days. If 30 days have gone by since your purchase, and you did not upload your photo. You need to email us about cancelling your order within those 30 days, so we can offer a full refund and you will receive your money back. But if you have not emailed about the cancellation within 30 days, regardless if you did not upload a photo. You are not eligible for a full refund.
If you uploaded a photo for processing you are not liable for any refund because this is a customized painting kit, so it can´t be used by someone else anymore. And we have used up our time and resources to process these kits.
Please note: In order to maintain our high standards, we are unable to guarantee Christmas delivery for Custom Paintings orders placed after November 10th. Custom orders (photo to painting) can take up to 6-9 weeks during the holiday period. They are certainly worth the wait!
Please note: We are unable to offer refunds for custom paint by numbers. Because these unique items are made manually with lots of time and effort and will not be useful for other people. We are also unable to offer full refunds to “Color Pop” and “Royal, noble and amazing pets” once these orders have been designed, regardless if they have shipped or not. This is due to the amount of time it takes to manually design and edit these orders, as they are unique and cannot be processed using a program.
We are unable to offer refunds if you:
- Entered the incorrect address/insufficient address
- Have a dead package/dead mail because you did not pick up your package from your post office/parcel locker etc.
- Placed the incorrect email address, as we are unable to contact you properly.
- You do not respond to our emails regarding which photos to use for your order.
- Did not receive your kit at the time you have expected it (e.g. for a gift) because we have no control on the shipping times. As custom clearings and delayed logistics play a huge part in overall shipping time and we ship overseas.
In the cases listed above, we will be glad to offer you a new kit to an address provided by you. We cannot give you a refund for your order, as we have already incurred costs for your personalized product and shipping.
If the package is returned, we will charge a $15 handling fee for each additional shipment.
Damaged or quality issues
If the product is damaged or has quality issues, we require a proof of the quality issue. This is for quality assurance reasons and so that we can continue to improve our products. If the quality issue is our fault, we will be glad to send you a new kit. If you can provide us photos via email which confirms the evidence of poor performance. If the evidence cannot be seen from the photos, the customer must return the item at his own expense. We will NOT send out a new kit without photo proof, the photo proof is used for documentation and quality management purposes.
If the customer suspects that the colors are wrong, he needs to complete the painting as proof to determine whether there really is a quality defect. Our experience has shown that the colors are correct in most cases.
We are also not liable for damages on kits caused by the delivery services. We will be glad to offer a new kit, should the damaged one be unfit for painting.
Please do not send your purchase back to the manufacturer.
Partial refunds (does not apply to custom paint by numbers)
There are certain situations where only partial refunds are granted (if applicable):
- If the shipping time takes longer than 30 business days after an order was processed and shipped, the customer can have a partial refund in the amount of 30% of his purchase value. Shipping time does not include the processing time.
- If the shipping takes longer than 50 business days, the customer can have a refund of 50% of his purchased value. Shipping time does not include the processing time.
- If the shipping takes longer than 65 business days, the customer can have a full refund. Shipping time does not include the processing time.
Refunds (if applicable) Once your refund reason is confirmed. then your refund will be processed, and a credit will be applied to your credit card or original method of payment, within a certain amount of days.
Please note that refunds can take up to 10-20 business days dependent on your bank account.
Lost packages (if applicable) If the tracking number is provided and the package got lost in the post, it's unfortunately not our responsibility and we cannot offer a refund. However, we can offer to reship a new kit if the tracking has not updated in more than 60 business days.
Stolen packages (if applicable) If the tracking number is provided and the package was stolen, it's unfortunately not our responsibility.
We have several warehouses; it may be that the package came overseas.
Late or missing refunds (if applicable) If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale items (if applicable) Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable) We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com.
Gifts If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.
Shipping Please contact us via email before sending back any parcel, as we need to check if a refund applies before. We will provide you the address for the parcel via email once a refund is possible for your order.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Please be diligent in reading our policies as they may change without prior notice.