Made-to-Order Kits
Your kit is made to order. Once production starts, it cannot be returned or refunded for a change of mind. Shipping damage, quality problems, production errors, wrong items and missing parts are covered.
Damaged in Transit
If your kit is damaged during shipping, we will arrange a replacement or refund. Email [email protected] within 30 days of delivery with your order number and clear photos of the package and damaged items.
Quality Problems, Wrong Items or Missing Parts
If your kit has a quality problem, production error, missing part or wrong item, contact us within 30 days of delivery with clear photos and your order number. You do not need to send the affected items back for an approved replacement or refund.
Cancellations
Orders may be canceled within 12 hours of purchase or before production begins, whichever comes first. Contact us immediately. We may not be able to cancel after artwork preparation, design review, printing, packing or shipment has started. If we cannot fulfill an order, we will contact you with options.
Non-Returnable Items
Custom kits already in production, used canvases, opened paint pots, partially completed kits and delivered digital files are not eligible for change-of-mind returns unless required by applicable law.
Preview and Color Differences
The on-site photo preview shows your selected image and crop, not a generated numbered pattern or a finished painting. Sample artwork is illustrative. The final numbered canvas is prepared for paintability, and colors can differ between screens, printed canvas and acrylic paints. Normal preview-to-print differences are not considered defects; a material production mistake is covered.
Refunds
Approved refunds are issued to the original payment method when possible. We aim to process an approved refund within 5 business days after approval; your bank or payment provider may need additional time to post it.
Your Consumer Rights
Nothing in this policy removes rights you have under applicable consumer law. Clearly personalized goods can have different change-of-mind or withdrawal rules from non-custom goods.
Request Support
Email [email protected] with your order number, a short explanation and relevant photos. Please contact us before sending anything to an address shown on this website.