We want you to love your Paint by Numbers experience! If you are not completely satisfied with your purchase, we offer an exchange policy based on the type of item you ordered. Please read the guidelines below.
1. General Exchange Conditions
- Exchange requests must be submitted within 30 days of receiving your order.
- To be eligible for an exchange, the item must be unused, in the same condition that you received it, and in its original packaging (canvas unpainted, paint pots unopened).
2. Standard Kits (Pre-made designs)
- If you ordered a standard kit and wish to exchange it for a different design or size, we are happy to help!
- Shipping Costs: For exchanges due to personal preference (e.g., changed your mind, ordered the wrong size), the customer is responsible for the return shipping costs to our warehouse. Once we receive and inspect the returned item, we will ship the new item to you.
- If the new item costs more, we will send you an invoice for the difference. If it costs less, we will refund the difference.
3. Custom Kits (Personalized from your photos)
- Because custom kits are uniquely created from your personal photos, they cannot be exchanged for reasons of personal preference or change of mind.
- We only replace custom kits if they arrive damaged, defective, or if we made an error in production. If this happens, we will send you a replacement at no extra cost (see section 5).
4. Paint Issues (Dry or Missing Paints)
- You do not need to exchange the entire kit! If your paints arrive dried out or if you run out of a specific color, please do not request a full exchange.
- Simply contact us with a photo of the dry paints or let us know which color numbers you need, and we will send you a free replacement paint set.
5. How to Initiate an Exchange
If your item is defective, damaged, or you want to exchange a standard kit, please follow these steps:
- Step 1: Email us at service@paintsuper.com with your order number and the reason for the exchange. If the item is damaged or defective, please include clear photos of the issue.
- Step 2: Our support team will review your request within 1-2 business days.
- Step 3: Once approved, we will provide you with the return shipping address and instructions. Please do not send your purchase back to the manufacturer without contacting us first.