Refund Policy

We want you to feel confident when ordering from us. If something is not right, our Team will do their best to help quickly and fairly.

Please read the policy below so you know how cancellations, returns, refunds, damaged items, and delivery issues are handled.

1. Cancellations and Order Changes

You may request a cancellation or change to your order within 24 hours of placing it.

This includes changes to your shipping address, items, or order details.

After 24 hours, your order may already be in processing or fulfilment, which means we may no longer be able to change or cancel it.

If your order has already been processed and you no longer wish to keep it, you may be able to return it once delivered, subject to the return conditions below.

2. 30-Day Free Returns

We accept returns within 30 days of delivery for eligible items.

For approved returns, we will provide a free return label.

To be eligible for a return, your kit must be:

• Unused and unstarted
• In its original packaging
• Complete with all included contents, including paints, brushes, canvas, reference sheet, accessories, and any promotional or free items
• In a resellable condition

“Unused and unstarted” means the canvas has not been painted, marked, damaged, or altered, and the kit remains complete.

Returns that do not meet these conditions may be rejected or may receive a partial refund.

3. Custom and Made-to-Order Kits

Custom and made-to-order kits are created specifically for you and cannot usually be resold.

For this reason, custom kits are not eligible for free returns unless they arrive damaged, defective, incomplete, or incorrect.

If there is a problem with a custom kit, please contact our Customer Support Team and we will provide a suitable resolution, such as a replacement, correction, or refund where appropriate.

4. How to Start a Return

All returns must be approved before they are sent back to us.

To start a return, please contact our Team with:

• Your order number
• The email address used to place the order
• Photos of the kit and packaging showing the condition of the item and all included contents

If your return is approved, we will send you a Return Merchandise Authorisation, also known as an RMA, along with a free return label.

Returns sent without an RMA will not be accepted and will not be eligible for a refund.

Once your return has been approved, please ship it within 7 days.

5. Refunds

Once your return is received, we will inspect it and let you know whether your refund has been approved.

Approved refunds are processed within 10 business days and issued to your original payment method.

Please note that your bank or payment provider may take additional time to show the refund on your statement.

If a returned item is missing contents, damaged, used, started, or not in its original condition, we may issue a partial refund or return the item to you. If the item is returned to you, shipping costs may apply.

6. Damaged, Defective, or Incomplete Orders

If your order arrives damaged, defective, incorrect, or incomplete, please contact our Customer Support Team within 7 days of delivery.

Please include:

• Your full name
• Your order number
• A clear description of the issue
• Clear photos of the product and packaging, where relevant

For certain claims, such as paint quality issues, missing items, or damaged canvas, we may ask for video evidence so we can understand and resolve the issue properly.

If the issue is confirmed, we will provide a free replacement or another appropriate resolution at no extra cost.

Damage caused by misuse, mishandling, improper storage, or normal wear after delivery is not eligible for refund or replacement.

7. Bundles and Free Promotional Items

If your order includes a bundle or free promotional item, all items must be returned together.

If a free promotional item is not returned, its retail value may be deducted from your refund.

8. Incorrect Shipping Address

Please make sure your shipping address is correct before placing your order.

If you notice an error, contact us within 24 hours of placing your order.

If your order has already been processed or shipped, we may not be able to update the address.

If a package is returned to us because the address was incorrect or incomplete, we may either:

• Reship the order, with additional shipping costs where applicable; or
• Issue a refund minus any shipping and handling costs already incurred

9. Delivery Delays

Delivery timelines shown at checkout are estimates and are not guaranteed unless we clearly state otherwise.

Delays caused by shipping carriers, customs, weather, peak seasons, incorrect address details, or other circumstances outside our control do not automatically qualify for a refund.

If your shipment appears delayed or stalled, please contact our Customer Support Team and we will help investigate.

10. Lost or Stolen Packages

We are not responsible for packages that are lost or stolen after tracking shows they have been delivered to the shipping address provided at checkout.

If tracking shows your package was delivered but you have not received it, please first check with neighbours, household members, building management, local delivery points, and the shipping carrier.

You may need to file a claim or complaint directly with the carrier.

If you need help understanding how to do this, please contact our Customer Support Team and we will do our best to assist.

11. Special Event Delivery Guarantee

From time to time, we may offer a Special Event Delivery Guarantee for certain occasions, such as Christmas, Father’s Day, Mother’s Day, or Valentine’s Day.

This guarantee only applies when it is clearly displayed on the relevant product page, at checkout, or in your purchase confirmation at the time you place your order.

Where the guarantee applies, if your eligible order does not arrive by the stated event deadline, you may request a refund of 50% of the product price.

To request this refund, you must contact us within 7 days after the promised event date.

The Special Event Delivery Guarantee is limited to 50% of the product price only. Shipping fees, taxes, add-ons, upgrades, and other charges are not refundable under this guarantee.

The guarantee does not apply where:

• A delivery attempt was made but could not be completed because the customer was unavailable
• The package was held at a pickup point or delivery location and was not collected within the carrier’s required timeframe
• The delay was caused by customs checks, carrier disruption, strikes, extreme weather, natural disasters, government action, force majeure events, incorrect address details, or other circumstances outside our control

12. Non-Returnable Items

The following items are non-returnable:

• Gift cards
• Custom or made-to-order kits, unless damaged, defective, incomplete, or incorrect
• Used or started kits
• Items not returned in their original condition, packaging, or complete state

13. Chargebacks and Payment Disputes

If you experience an issue with your order, please contact our Customer Support Team first so we can try to resolve it quickly.

Submitting a chargeback or payment dispute without contacting us may delay the resolution process and may affect your eligibility for refunds, replacements, or other support.

14. Abuse Prevention

We reserve the right to refuse returns, refunds, or replacements where we reasonably suspect:

• Fraud or policy abuse
• Excessive return activity
• Missing, incorrect, damaged, or used items being returned
• Claims that cannot be verified
• Misuse of the product or return process

This policy does not affect your statutory consumer rights, which may vary depending on your country or region.