Return and Refund Policy

1. Return Eligibility

We accept returns within 30 days of receipt for unused items in original condition and packaging. Items must be purchased directly from Numbers Painting.

Not eligible for return:

  • Custom kits (unless defective)
  • Gift cards
  • Sale items

2. Returns & Refunds Process

  • To start a return, email us at service@numberspainting.com. If your order is still in transit, please accept the package—we’ll guide you through the return process.

  • Returns are accepted within 30 days of delivery. We will email you a prepaid return label (fees may apply for AK, HI, and PR).

  • International customers are responsible for return shipping.

  • Once we receive your return, we’ll inspect it and issue a refund within 5 business days to your original payment method. Keep your tracking number receipt in case it's needed.

3. Exchanges

Need a different item? Just email service@numberspainting.com and we’ll help with the exchange process.

4. Order Cancellations

Cancel your order within 24 hours by emailing us with the subject line "CANCEL ORDER" and your order number. Please note that if you ordered a USA stock kit, it might ship the same day if the order is placed before the deadline.

We can’t cancel orders that have already shipped or custom kits in production.

5. In-Transit Issues

Damaged orders: All orders include free package protection. If your order is lost or arrives damaged, we’ll replace or refund it. Just contact us. Note: Damage to outer packaging doesn't qualify for a refund if the product is safe and intact.

Incorrect or incomplete orders: We will rectify the issue and send you a new shipment free of charge. Examples include:

  • Receiving the wrong product
  • Incorrect specifications (e.g., purchased framed canvas but received rolled)
  • Missing accessories

Important Notes:

  • Paint coverage may vary by color. If you run out, additional paint can be provided for free upon request, but refunds will not be issued for this reason.
  • Minor canvas dents from transit can often be resolved by stretching or ironing. For severe dents, a replacement canvas will be sent.

What if the tracking says delivered, but I didn’t receive it?

We’re not responsible for stolen or lost packages marked as delivered by the carrier. Please make sure your delivery address is secure and monitored.

What if my order arrives late?

Kindly note that shipping delays caused by carriers or force majeure are beyond our control. All the shipping times provided on our website are estimates. We will assist and keep you updated as best as we can, but we cannot provide compensation for such delays.

What if I entered the wrong shipping address?
If you entered an incorrect or incomplete address, we’re not responsible for lost or undelivered packages. Contact us immediately after placing your order—we may be able to update the address if it hasn't shipped yet.

7. Can I return a custom kit?

Custom kits will be refunded or replaced if they arrive damaged or have a factory fault, but cannot be returned based on personal preferences, or if our photo guidelines weren’t followed. Like any paint by numbers made from a photo, they are not intended to be replicas, and some color and detail differences are normal.

Not happy with the result? No worries—just send us some photos and let us help. We’ll review your case, prepare a new sample if needed, and once approved, ship a replacement at no extra cost.

8. Customer Service

For support, warranty claims, or other inquiries, email us at service@numberspainting.com.