Refund policy
Returns, Refunds & Order Support
We want you to absolutely love your paint-by-numbers experience. If something isn’t right, we’re here to help. Please review the details below so you know exactly how cancellations, returns, and refunds work.
Before Your Order Goes Into Production
Changes or Cancellations
If you need to update or cancel your order, please reach out to us at support@numberpainter.com within 24 hours of placing it. During this time, we can usually help with:
- Order cancellations
- Address corrections
- Product or variant changes
Once this window has passed, your order may already be in production or fulfillment, and changes may no longer be possible. If that happens, you can still request a return after delivery (see below).
Returns for Standard Kits (30 Days)
For non-custom paint-by-numbers kits, we offer returns within 30 days of delivery.
✔ Approved returns include free return shipping
✔ A prepaid return label will be provided once approved
Return eligibility requirements:
To qualify, the kit must be:
- Completely unused
- Unpainted and unstarted
- In its original packaging
- Returned with all contents included
This means the canvas, paints, brushes, reference sheet, accessories, and any complimentary items must all be present and in resale condition.
If a return arrives incomplete or shows signs of use, a partial refund may be issued, or the return may be declined.
Custom Paint-by-Numbers Kits
Custom kits are created specifically from your uploaded photo and are made just for you. Because of this, they can’t be restocked or resold.
For that reason: Custom kits are not eligible for standard returns
That said, if your custom order arrives damaged, defective, or incorrect, please contact us. We’ll gladly arrange a replacement or another fair solution, at no extra cost.
Starting a Return (Approval Needed)
All returns must be approved before being sent back.
To begin:
- Email our support team at support@numberpainter.com with your order number and email address
- Share clear photos showing the kit, packaging, and condition
If approved, we’ll send you:
- Return instructions
- A prepaid return label (if applicable)
Returns sent without prior approval unfortunately cannot be accepted. Once approved, please ship your return within 7 days.
Refund Processing
After your return arrives and is inspected:
- Refunds are issued within 10 business days
- Funds are returned to the original payment method
If items are missing or used, we may issue a partial refund or return the item to you (shipping fees may apply).
If Something Arrives Damaged or Incomplete
If your package arrives with damage, defects, or missing items, please let us know at support@numberpainter.com within 7 days of delivery.
When contacting us, include:
- Your name and order number
- Clear photos of the issue (and packaging if relevant)
In some cases, we may ask for a short video to better understand the issue. Once confirmed, we’ll arrange a replacement or suitable resolution.
Damage caused by misuse or improper handling isn’t covered.
Bundles & Complimentary Items
Orders that include bundles or free promotional items must be returned in full.
If a complimentary item is not returned, its retail value may be deducted from the refund.
Shipping Address Accuracy
Please double-check your shipping details before placing your order.
- Address updates must be requested within 24 hours
- Once an order ships, changes may no longer be possible
If a package is returned due to an incorrect or incomplete address, we can either reship it (additional shipping fees may apply) or issue a refund minus shipping costs.
Delivery Timing & Delays
Delivery estimates shown at checkout are not guaranteed timelines.
Delays caused by shipping carriers, customs, weather, holidays, or other circumstances outside our control are not refundable. If your tracking looks unusual or stalled, reach out — we’re happy to help investigate.
Lost or Marked-Delivered Packages
If tracking shows your order as delivered but you can’t locate it, please contact the carrier directly to open a claim. Our support team can guide you if needed, but we’re unable to replace or refund packages marked as delivered.
Special Event Delivery Offers (When Applicable)
From time to time, we may offer limited event-based delivery guarantees (such as holiday cut-offs). These apply only when clearly stated at checkout.
If eligible and your order misses the guaranteed date, you may qualify for a 50% refund of the product price. Requests must be made within 7 days of the event date.
Shipping fees, taxes, and add-ons are excluded. The guarantee does not apply if delivery was attempted but unsuccessful, the package wasn’t collected, or delays were caused by events beyond our control.
Items That Can’t Be Returned
- Gift cards
Payment Disputes
If there’s an issue with your order, please contact us first. We’re usually able to resolve concerns quickly. Filing a payment dispute before reaching out may delay resolution and affect eligibility for refunds or replacements.
Fair Use
To ensure fairness for all customers, we may decline refunds or returns in cases involving misuse, unverifiable claims, excessive return patterns, or suspected abuse.
This policy does not affect your statutory consumer rights, which vary by location.