Refund Policy Summary

1. Eligibility for Returns and Exchanges

To qualify for a refund or exchange, purchases must be from Paint by Numbers Expert within 60 days of receipt. Items must be unused and in original packaging. Custom kits, gift cards, sale items, and framed kits are not returnable.

2. Return Process

Do not refuse deliveries from Paint by Numbers Expert to ensure a refund. Accept deliveries and contact us for return instructions.

3. Exchanges

For exchanges or refunds, contact us via email. Voluntary returns are subject to fees as detailed in section 4.

4. Return Fees

To initiate a return, contact us for instructions. Pre-paid labels for U.S. returns will be deducted from your refund. For international returns, you’ll need to cover shipping to our California address. We inspect returns within 5 business days and refund the purchase price minus any return fees.

5. Order Cancellation

Cancel orders within 24 hours via email. Cancellations post-dispatch are not possible. Custom kits cannot be cancelled once production starts. Note: Order commissions from payment gateways are non-refundable.

6. In-Transit Issues

Package protection is available at checkout. We cover lost, stolen, or damaged packages if protection is purchased. We resend orders for lost or damaged goods, but only resend (no refunds) for stolen items after delivery. We do not compensate for shipping delays beyond our control.

7. Non-Transit Issues

Contact us for wrong products, incorrect specifications, or missing components. No refunds for minor issues like paint coverage variation or small canvas dents. Custom orders are only refundable for clear damage or factory faults. Refunds are not based on personal taste or non-adherence to photo submission guidelines.

8. Customer Service

For assistance, reach us at hey@diamondpaintingarte.es.