You are our priority so we keep our Return Policy very simple!
If you are unhappy with your order because of any reasonable quality issue (damage), it is our priority to make things right.
We'll elevate your replacement to the head of the order line and reproduce and reship it to you at no additional cost for you!
...and if you are still dissatisfied with your order due to a validated and reasonable quality issue (we haven't heard of anyone who was), you can request a refund and we will check to see if you qualify.
Send us an email to email@example.com to speak to a person of our customer support team.
If you receive a damaged product, please send us a photo of the damage within 24 hours after receiving the product.
We are unable to offer you a refund 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.
Please contact our customer support and we will see which solution we may be able to find for your specific case. 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.
We are unable to offer refunds for customized products like 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 refunds to “Color Pop”, "Peel Painting" and “Royal, noble and amazing pets” once these orders have been assigned to one of our designer, 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.
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, please note that the "preview sheet" delivered with the painting is not always accurate and the painting can look way better than the "preview sheet". Please send us an email of the painting you painted with the colors you suspect to be wrong and an briefly explaination why you believe they are wrong. Please also note that sometimes the colors of the shadows can be different, because there is no "shadow color" and we are using the pipette to look at the true color of the shadow in the real photo. Photos without shadows are therefore preferable. Our experience has shown that the colors are correct in most cases.