Refund & Returns

REFUND POLICY

At Paintingnumberart we care about your shopping experience. All our items have a 60 days money-back guarantee. 

If for any reason you are not completely satisfied with your purchase after it is delivered, get in touch atsupport@paintingnumberart.com. We'll solve the issue in no time.

Please note, while you can return at will any regular paint by numbers or accessory within 60 days after the delivery date, custom kits cannot be refunded or exchanged unless they are defective! These are custom-made for you and cannot be resold.

Additionally, we cannot be held responsible of force majeure causes which are out of our control. Examples of these causes are customs and local post delays or retentions due to peak season, public health emergencies, riots, or any other circumstances out of our control.

Please do not refuse any packages from Paintingnumberart, as we will not receive them and will be unable to refund you. Please accept all deliveries and contact us directly.

If delivery of your order cannot be completed due to issues related to the carrier (lost in transit), we will be more than happy to resend your order free of charge or refund you in full. Please, understand that these events rarely happen and are out of our control.

ORDER CANCELLATION

If you wish to cancel you order, please do so in the next 24 hours after payment. You can email us atsupport@paintingnumberart.com with the subject  PAINTINGNUMBERART ORDER and your order number. We usually fulfill orders in 1-5 days depending on stock and demand. If you request your order cancellation after 24 hours, we may have shipped your items already.

In that case, you would need to wait to receive them, ship them back or reject the delivery. Once we receive the items, we will issue a refund within 24 hours. 

If you ordered a custom kit, we won't be able to cancel your order if production already started.

DAMAGED OR INCORRECT ITEMS

Sometimes mistakes or accidents happen. Please, send us a photo of the defect to our support email at support@paintingnumberart.com or our Contact Us Page 

*Indicate clearly what's wrong with the item or item(s). Items will be evaluated on a case-by-case basis, after which a replacement will be sent or a full (100%) refund will be extended for orders of which the buyer is not at fault. 

Please note. An item is considered defective when the canvas is clearly damaged and the fault prevents using the product or to complete the final painting. 

What's considered a damaged or defective item?

For example, a ripped canvas, receiving the wrong image (factory fault), or a pre-stretched frame broken in transit can be considered defective.

For custom orders, if you claim a refund based on a defective rendering (how the final painting will look according to your color card sample), we will need to verify that the photo submitted complies with all the mandatory recommendations for selecting your photo (please, check the recommendations tab on the custom product page).

What's not a defective product? 

• If your canvas has small dents due to transportation, these can typically be fixed by ironing the canvas or stretching it. You can email us some pictures and if the dents are too deep, we will send you a new canvas free of charge.
• If we missed any paint color or accessories, we would gladly resend them, but we won't provide a full refund based on this. Missing paints or dry paints claims are easy to fake and sadly we have seen some customers trying to abuse the refunds policy on this basis.
• If your kit was shipped in a box and it arrives damaged due to transportation, this is not considered a reason to claim compensation. The box has a protective function and is not considered necessary to complete the painting, therefore, if the product inside is in perfect condition we cannot refund your order.
• If your canvas is missing numbers in some areas, we will be more than happy to provide the high-resolution PDF file so you can complete your painting.

In the unfortunate events that your items are damaged or different from what your ordered, send us an email atsupport@paintingnumberart.com including the following:

• Full name
• Order number
• A clear photo of the issue

We will issue a replacement in no time or refund your purchase. As simple as that.