Politique de remboursement

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, order changes, replacements, 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

After this 24-hour window, cancellations or changes may no longer be possible because your order may have entered production or fulfillment.

 

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.

No Standard Returns

Because our products (including custom kits) are prepared and packaged specifically for each order, we do not offer standard returns or change-of-mind returns.

Please carefully review your order before placing it, including the product, variant, quantity, and shipping address.

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 to us due to an incorrect or incomplete address, we may either reship it (additional shipping fees may apply) or, at our discretion, issue a refund minus applicable 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.

Gift Cards
Gift cards are not eligible for refunds or exchanges.

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 claims in cases involving misuse, unverifiable claims, excessive or repeated claims, or suspected abuse.

This policy does not affect your statutory consumer rights, which vary by location.