00
The short version
Damaged, faulty or incorrect kit? You're covered for 60 days from delivery. Send a photo and choose a full refund or a free replacement.
Changed your mind just after ordering? You can cancel within 24 hours for a full refund.
Nothing is ever shipped back. You keep whatever arrived, photos settle every claim.
No change-of-mind refunds after 24 hours, and no refunds when the kit matches what was ordered, every kit is made to order.
01
Cancelling an order
Ordered the wrong thing, or simply changed your mind? You can cancel any order within 24 hours of placing it, no questions asked. Message us with your order number and we'll cancel it and refund you in full.
Within 24 hours: full cancellation and refund, paid back within 5 business days.
After 24 hours: your kit is already being made just for you and can no longer be cancelled or changed.
Address changes are separate, they're usually possible any time before your kit ships. Details on our shipping page.
02
What's covered
If your kit arrives damaged, defective or incorrect, you have 60 days from the delivery date to contact us with a photo of the issue. You choose the fix: a full refund to your original payment method, or a free replacement reshipped at no cost. Either way, you keep whatever arrived.
Damaged: a torn canvas, open or spilled paint pods, missing or wrong drill colours, crushed packaging.
Defective: missing sections, printing errors, numbers or symbols too faint to read, a mismatched colour legend.
Incorrect: the wrong design shipped, the wrong size shipped by us, or missing components from the box.
To report one, send a photo and your order number through our contact page, it usually gets resolved in our very first reply.
03
What's not covered
Every Paintly kit is made to order, yours is created only after you order it. That's why we can't offer refunds when the kit that arrives is the kit that was ordered:
Change of mind: once your kit is past the 24-hour cancellation window and in production, it can't be refunded or cancelled.
A size that matches your order, including misreading centimetres as inches, or feeling the kit is too small or too large once it arrives. The full sizing explainer is in section 04.
Ordering the wrong product type, for example a paint by numbers kit when you meant a diamond painting kit, or the other way around. Explained fully in section 05.
Exchanges: made-to-order kits can't be swapped for a different design or size. Faulty kits are always replaced free, that's covered above.
04
Sizing, explained
Every kit size is listed in both centimetres and inches in the size selector on every product page, and shown again at checkout before you pay. Because each kit is printed and packed to those exact measurements just for you, placing the order confirms the size you've chosen.
Not refundable: a kit that matches the size selected at checkout. This includes misreading centimetres as inches, and deciding the size feels too small or too large once it's on the table. We know that's disappointing, and it's also the one promise a made-to-order product can't bend.
Always covered: if the printed painting area genuinely doesn't match the size on your order, that's our mistake. Send a photo with a tape measure visible and we'll refund or replace it, your choice.
Before you order: not sure what fits your wall or table? Ask us, tell us the space it's for and we'll happily recommend a size.
A tip that helps: our most popular size, 40x50 cm, is roughly 16x20 inches, about the size of a standard poster frame.
05
Paint by numbers vs diamond painting
Most of our designs are sold as both a paint by numbers kit and a diamond painting kit, the same artwork in two different crafts. Paint by numbers comes with brushes and numbered paint pots. Diamond painting comes with sparkling resin drills you place instead of paint.
Because mixing them up is the most common ordering mistake we see, the two are kept clearly apart everywhere on our site:
A craft badge on every product page and every collection card.
The craft named in the product title, for example "Midnight Peonies (Diamond Painting)".
Separate menus: Paint by Numbers and Diamond Painting each have their own menu in the header.
Different options at checkout: paint colours and frames for one, square or round drills for the other.
Because of all this, ordering one craft when you meant the other isn't eligible for a refund or a swap, the kit that arrives is the version named on your order confirmation.
Caught it quickly? Within 24 hours of ordering, message us with your order number and we can still change it before production begins.
Our mistake? If your order confirmation says one craft and a different one arrived, send a photo and your order number and we'll reship the correct kit free.
06
How a refund works
Three steps, and you never leave the house:
1Request
Send your order number and photos of the issue through our contact page.
2Approval
A real person reviews it and confirms your claim within 1 business day.
3Refund
Your money lands back on your original payment method within 5 business days. Nothing to ship back.
Prefer a free replacement instead? Just say so, we'll remake and reship it at no cost, and for custom kits we'll share a corrected preview for your approval before reprinting.
One thing to know about timing: we process refunds on our side within 5 business days, and your bank or card issuer may take an extra day or two after that to show the credit on your statement.
07
No returns, ever
We never ask you to ship anything back, and that's not a catch, it's how made-to-order works. Your kit was created just for you, so there's nothing for us to restock and no reason to make you queue at the post office.
Photos settle every claim. A clear photo of the issue is all the evidence we need.
You keep whatever arrived, even when we refund or replace it. Gift it, practice on it, or paint it anyway.
No return labels, no packaging, no waiting for anything to arrive back before your refund is processed.
08
The small print
The 60-day window counts from the day your kit is delivered, not the day you ordered.
No exchanges. Kits are made to order and can't be swapped for a different design or size.
No warranty beyond what the law in your country requires.
Lost or damaged in transit is covered by the free shipping insurance on every order, details on our shipping page.
Still have a question?
A real person replies within 24 hours, 7 days a week.
Message us
Premium80
Premium120
Premium150
