Returns are one of those pages people usually open when something already feels off, so we tried to keep this one clear and practical.
If you need to return something, request an exchange, report a delivery issue, or ask about a custom kit, the details are below.
Returns policy
The Basics First
We accept returns within 30 days of delivery for items that are unused, in original condition, and still in their original packaging.
The item also needs to be purchased directly from paintbynumberskit.art.
Some items are not eligible for return:
- Custom kits, unless they arrive damaged or have a factory issue
- Clearance items or products sold at heavily reduced final-sale prices
Starting a Return
To start a return, email us at [email protected].
If your package is still in transit, please wait until it arrives and accept the delivery first. After that, we’ll guide you through the next step.
For international returns, customers are responsible for return shipping.
How refunds are handled
Once the returned item reaches us, we inspect it and process the refund to the original payment method.
Most refunds are issued within 5 business days after the return is received and reviewed.
It’s a good idea to keep your tracking receipt until the refund is completed, just in case anything needs to be checked.
Exchanges
If you need a different item, email us at [email protected] and we’ll help with the exchange process.
In many cases, this is easier to sort out directly than trying to place a second order and figure it out later.
If You Need To Cancel an Order
Orders can be cancelled within 24 hours of purchase.
To do that, send an email to [email protected] with the subject line:
CANCEL ORDER
Please include your order number as well.
There are a couple of limits here. If you ordered a USA stock kit, it may ship the same day if the order was placed before the shipping cutoff. Orders that have already shipped cannot be cancelled. Custom kits also cannot be cancelled once production has started.
If Something Goes Wrong in Transit
This section matters more than people expect, because most issues do not come from returns in the usual sense. They come from shipping.
All orders include free package protection.
If your order arrives damaged or is confirmed lost in transit, we will review the case and either replace it or refund it depending on the situation.
Outer packaging damage on its own does not count as product damage if the item inside is still safe and usable.
Wrong Item, Missing Parts, or Order Problems
If your order arrives incorrect or incomplete, we’ll fix it at no extra cost.
This includes things like:
- receiving the wrong product
- receiving the wrong version or specifications
- missing accessories or kit parts
If something is wrong, just email us with your order number and clear photos where needed. That usually helps us solve it faster.
Small But Important Notes
Paint coverage can vary from one color to another. If you run out of paint, we can send extra paint free of charge on request. That said, this does not qualify for a refund.
Minor canvas dents can happen during shipping and can often be improved at home by careful stretching or light ironing. If the damage is more serious, we’ll review it and send a replacement canvas if needed.
If Tracking Says Delivered, but You Didn’t Receive it
This is one of the more frustrating situations, and it does come up now and then.
If the tracking shows delivered but the package is missing, please first check your mailbox, front door area, building reception, and nearby safe-drop spots. It also helps to ask neighbors if that makes sense for your address.
We are not responsible for packages marked as delivered by the carrier that are later lost or stolen, so it’s important to make sure the delivery address is secure.
If Your Order is Late
Shipping times on the website are estimates, not guarantees.
Sometimes packages get delayed by carriers, customs checks, weather, or other things outside our control. When that happens, we will still help where we can and keep you updated as best we can, but we cannot offer compensation for delays caused by the carrier or by wider shipping disruptions.
If The Shipping Address Was Entered Incorrectly
If you entered the wrong shipping address, contact us as soon as possible after placing the order.
We may be able to update it before the order ships. If the package has already been processed or shipped, that may no longer be possible.
We are not responsible for packages lost or undelivered because of an incorrect or incomplete address entered at checkout.
Custom Kits Work a Little Differently
Custom paint by numbers kits are made from the photo you provide, so the return rules are a bit stricter.
A custom kit can be refunded or replaced if it arrives damaged or has a factory fault. It cannot be returned because of personal preference, or because the final result differs from expectations when the uploaded photo did not follow the photo guidelines.
Like all paint by numbers made from personal photos, custom kits are not exact replicas. Some difference in color, detail, and simplification is normal.
If you are unhappy with the result, send us clear photos and let us review the case. If needed, we can prepare a revised sample and, once approved, send a replacement at no extra cost.
Need Help?
For returns, exchanges, delivery issues, warranty questions, or anything else related to your order, email us at:
[email protected]
If you already placed an order, including the order number in your first message usually helps speed things up.