Refund policy

Refund Policy

We want you to love your Paintly kit. If something isn't right, here's exactly how we'll make it simple.

  • Cancel within 24 hours of placing your order
  • 60-day refund window for damaged, defective, or incorrect items
  • No returns needed — all kits are made to order
  • No change-of-mind refunds
  • No exchanges
  • Refunds in 5 business days

Order cancellations

If you need to cancel your order, you can do so within 24 hours of placing it — no questions asked. After 24 hours, orders enter production and cannot be cancelled. Refunds for cancelled orders are processed within 5 business days.

How refunds work

If your item arrived damaged, defective, or incorrect:

  1. Request — Email hello@paintlykits.com with your order number and reason. Include photos of the issue.
  2. Approval — We'll review your claim and confirm eligibility within one business day.
  3. Refund — Once approved, your refund hits your original payment method within 5 business days. No need to ship anything back.

Refund eligibility

Refunds are available within 60 days of delivery for the following cases only:

  • Damaged items — torn canvas, open or spilled paint pods, missing or incorrect drill colours, crushed packaging, etc.
  • Defective items — missing sections, printing errors, illegible symbols, mismatched drill legend, etc.
  • Incorrect items — wrong design shipped, wrong size shipped by us, or missing components.

We do not offer change-of-mind refunds. If your order was fulfilled correctly and matches what you selected at checkout, it is not eligible for a refund.

Something wrong? You choose.

If your kit arrives damaged, defective, or incorrect, you have 60 days from delivery to contact us. Send photos of the issue and we'll offer you a choice:

  • Full refund — credited to your original payment method within 5 business days.
  • Free replacement — we'll reship the correct item at no extra cost.

No need to ship anything back. Just photos and your order number — we handle the rest.

Sizing & product selection

All kit dimensions are listed in centimetres (cm) in the size selector on every product page. By placing an order you confirm that you have reviewed and accepted the size of the item.

  • We do not offer refunds for orders where the item received matches the size and variant selected at checkout — including cases where the customer misread centimetres as inches or feels the chosen size is too small or too large.
  • We also do not offer refunds for ordering the wrong product type — for example, ordering a Paint by Numbers kit when you intended to order a Diamond Painting kit, or vice versa. Please check the product title and description carefully before purchasing.
  • Not sure which size is right? Contact us before ordering at hello@paintlykits.com and we'll be happy to help you choose.

Good to know

  • We do not offer exchanges. All kits are made to order and cannot be swapped.
  • No warranty beyond what's required by applicable law.
  • No returns required. Because our kits are made to order, we do not ask you to ship anything back — eligible claims are refunded based on photo evidence.
  • Refunds are issued within 5 business days.
  • Your bank or card issuer may take additional time to post the credit.

Contact

Service hours (EST)

  • Mon–Fri: 9:00 AM – 6:00 PM
  • Sat–Sun: 10:00 AM – 4:00 PM