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Refund Policy

At Paintly, customer satisfaction is our top priority. We want you to be delighted with your purchase and enjoy your masterpiece of choice. If, for any reason, you are not completely satisfied with your order, we offer a straightforward refund policy.

Please carefully read the terms and conditions outlined below before initiating a return, refund, or exchange request.

1. Return and Refund Eligibility

To be eligible for a return or refund, the following conditions must be met:

a) The item must be unused and in its original condition.

b) The item must be in its original packaging.

c) The return request must be initiated within 30 days of receiving the product.

2. Non-Refundable Items

The following items cannot be returned or refunded:

a) Gift cards

b) Custom or personalized paint by number or diamond painting kits, as these items are made specifically for the customer and cannot be restocked or resold.

c)  Items purchased during promotional events, clearance sales, or using a discount code, as these products are offered at a reduced price and are considered final sale.

3. 30-Day Money Back Guarantee

If your product is not received within 30 days from the date of purchase, you are eligible for a full refund. To request a refund, please contact our Customer Support team using one of the contact methods provided in section 9.

4. Exchanges

We offer exchanges for defective or damaged items within two weeks of receiving the package. To request an exchange, please follow the process detailed in section 6.

5. Cancellations

Order cancellations are accepted within 12 hours of placing the order. To cancel your order, please contact our Customer Support team using one of the contact methods provided in section 9.

6. Return Process

To initiate a return, exchange, or cancellation, please follow the steps below:

a) Contact our Customer Support team using one of the contact methods provided in section 9, including your order number and a detailed description of the issue.

b) For returns or exchanges, attach clear photos or videos of the product as proof of the issue.

c) Once we've reviewed and approved your request, we will provide you with a return address and further instructions on how to send the item back.

d) You will be responsible for paying the shipping costs associated with the return. Original shipping costs are non-refundable.

7. Order Modifications

If you need to make changes to your order, such as altering the shipping address or changing the size or design, please contact our Customer Support team as soon as possible using one of the contact methods provided in section 9. We will do our best to accommodate your request, but we cannot guarantee changes can be made once the order has been processed.

8. Refund Approval
Once we receive and inspect the returned item, we will notify you via email about the approval or rejection of your refund request. If your refund is approved, it will be processed, and a credit will be applied to your original method of payment within 10 business days.

9. Contact Information

If you have any questions or concerns about our refund policy, please feel free to reach out to us through one of the following contact methods:

a) Email: olivia@paintly.store 

b) Live chat on our website: paintly.store

c) Facebook and Instagram chat

Thank you for choosing Paintly! We appreciate your business and hope to provide you with the best possible experience.