We stand behind the quality of our products and want you to be thrilled with your Paint by Numbers kit. If you are not completely satisfied with your purchase, please review our return and refund policy below.
1. Return Window
You have 30 days from the date your order is delivered to request a return. If 30 days have gone by since your delivery date, unfortunately, we cannot offer you a refund or exchange.
2. Return Eligibility
To be eligible for a return, your item must meet the following conditions:
- It must be unused and in the exact same condition that you received it.
- The canvas must be unpainted, paint pots unopened, and brushes unused.
- It must be in its original packaging.
3. Non-Returnable Items
Please note that certain items cannot be returned:
- Custom Paint by Numbers Kits: Because these kits are 100% personalized and printed from your own photos, they cannot be restocked or resold. Therefore, custom kits are strictly non-returnable and non-refundable unless they arrive damaged or defective.
- Gift cards.
- Items marked as "Final Sale".
4. Return Shipping Costs
- Customer Remorse: If you are returning an item due to personal preference (e.g., you changed your mind, ordered the wrong item, or no longer want it), you are responsible for paying the return shipping costs. Shipping costs are non-refundable.
- Damaged or Defective Items: If the item is defective, damaged during transit, or if we sent you the wrong product, we will cover the return shipping costs or send a free replacement without requiring a return.
5. How to Start a Return
- Step 1: Please email us at service@paintsuper.com with your Order Number and the reason for the return. If the item is damaged, please attach clear photos of the issue.
- Step 2: Our support team will respond within 1-2 business days with an approval status and the correct return shipping address.
- IMPORTANT: Please do not send your purchase back to the sender's address on the package, as this is often a fulfillment center that cannot process returns. We will provide you with a specific return address.
- Step 3: Once you ship the item, please provide us with the return tracking number via email. We strongly recommend using a trackable shipping service.
6. Refunds Process
- Once your return is received and inspected at our warehouse, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
- If you are approved, your refund will be processed immediately. A credit will automatically be applied to your credit card or original method of payment.
- Processing Time: Please allow 2-5 business days for your bank or credit card company to process and post the refund to your account.
7. Late or Missing Refunds
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 service@paintsuper.com.