Fair, simple paint by numbers returns

Last updated: July 2026

Our 30-day satisfaction guarantee (ready-made kits)

We want you to love painting with us. If a ready-made kit from our catalogue isn’t right for you, you have 30 days from the day it arrives to request a return for a refund. You don’t need a dramatic reason — if it’s not for you, it’s not for you, and that’s fine.

How to start a return

It’s a two-step process — no forms to hunt down:

1. Email us at [email protected] (or reach us via our contact page) with your order number and a quick note on why you’d like to return.
2. We’ll reply with simple return instructions and the address to send it to. Please wait for these before shipping anything back, so your parcel is tracked to the right place.

Condition requirements

To keep a return eligible for a refund, the kit should be:

• Unused and unstarted — the canvas not painted on, and paint pots unopened.
• Complete — canvas, paints, brushes and any inserts included.
• In its original packaging where possible, so it survives the trip back safely.

If your kit arrived faulty or damaged, this doesn’t apply to you — see the damaged/defective section below, because you won’t need to return anything.

Refund method & timing

Once your returned kit reaches us and passes a quick check, we issue your refund to your original payment method. Refunds are processed within 5–10 business days of us receiving the return. After that, how quickly the money appears in your account depends on your bank or card provider. We’ll always email you to confirm the moment your refund goes out.

Damaged, defective or lost items

If something arrives wrong, you should never be out of pocket — and you shouldn’t have to mail anything back either:

• Damaged in transit — send us a photo of the damage and we’ll ship a free replacement. No return required.
• Defective kit — a printing flaw or faulty component? Same deal: a quick photo and we replace it free.
• Lost parcel — if tracking stalls and your kit never arrives, we’ll send a free replacement (or refund you, your choice). We chase the carrier, not you. See our shipping & delivery page for how this works.

Missing paints or parts

Run out of a colour halfway through, or find a pot or brush missing from the box? Just tell us which one and we’ll send a free replacement — for life. This applies to every kit we sell, ready-made and custom. A painting should never sit unfinished because of one empty pot.

Custom & personalized kits

This is where a lot of stores get quietly unfair, so we want to be straight with you. Because a custom or personalized kit is made from your own photo, it’s a unique, made-to-order item that can’t be resold — so it isn’t returnable for a change of mind. That’s genuinely the only fair way to price a one-of-a-kind piece.

But here’s the difference: unlike shops that hide behind “all custom sales are final” and then refuse to help at all, we build protection in before we ever print. You are never gambling on the result:

• Digital proof first — a real designer prepares your numbered canvas and emails you a preview to approve before anything is printed.
• Free revisions — don’t love the proof? Ask for changes and we’ll revise it, free, until you’re happy.
• Re-do guarantee — if the finished canvas somehow doesn’t resemble your photo, we re-do it free.

So while a custom kit isn’t returnable for a simple change of heart, you’re fully protected against ever receiving something that looks wrong. Before you upload, our best-photo tips help you pick an image that will look its best, and you can read how the whole flow works on our how it works page. The proof step is our promise that you’ll only pay for a canvas you’ve already said yes to.

Non-returnable items

For clarity, these cannot be returned for a change of mind:

• Custom & personalized kits made from your photo (protected instead by proof approval, free revisions and the re-do guarantee, as above).
• Kits that have been started — painted on, or with opened paint pots.
• Any digital gift card or discount credit.

None of this affects your rights when an item is faulty, damaged or lost — those are always covered.

Refunds on partial orders

Ordered several kits and only want to return one? No problem — we simply refund the price of the item(s) you send back, and you keep the rest. If a promotional discount was applied across the whole order, we’ll recalculate it fairly against the items you’re keeping, and we’ll always show you the exact figure before finalising.

Exchanges

Prefer a different design or size instead of a refund? Let us know when you contact us and we’ll help you swap — the simplest route is usually a refund on the returned (eligible) kit and a fresh order for the one you’d rather have, so you get exactly the design you want.

Who pays return shipping?

If you’re returning a ready-made kit because of a change of mind, you cover the return postage. If the kit was faulty, damaged, defective or lost, that’s on us entirely — you won’t pay a penny, and in most cases you won’t even need to send anything back.