Return & Refund Policy

This Refund Policy ("Policy") applies to the following purchases: All products purchased from Website

Cancellation & Change of Mind

Upon Receiving the Order

In the event that you receive the products or services you have purchased, as stated, but that you simply change your mind, we may, at our discretion, offer you a refund or exchange, given that:


You notify us within 3 days upon receiving the order, provided with reasons for your change of mind.


Products must be returned in the original or existing condition as received.

Upon Completing the Purchase


You notify us within 24 Hours of placing the order.


In the case of services, the services have not already been performed.

Products Damaged

In the event that the product you ordered has been damaged during delivery:


Please contact us as soon as possible on


If the product is damaged or is deemed to have a quality issue, we require photographic proof for our quality assurance purpose. If the issue is our fault, we will reproduce and reship your goods. We will only do this if you can provide us photos via email which confirm the quality issue. If the evidence cannot be seen from the photos, the customer must return the item at his own expense.


We will arrange to repair or collect the damaged product and replace it with an equivalent product, or to refund it, provided that you have contacted us on the above mentioned email address within 3 days from the date of receiving the product.

Exchanges after Delivery of Order

Exchanges are applicable only if,


There’s a defect in the order


There’s a damage in the order


The customer is unsatisfied with the quality of the product.

Send us an email to stating your reasons of exchange. Upon considering the reasons, Paint Art will replace the same item or item of your choice under the same value.

Exchange item will be posted only upon receiving the order or item for exchange in its original condition at our warehouse.


Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service purchased by you if:


You misused the said product in a way which caused the problem.


You knew or were made aware of the problem(s) with the product or service before you purchased it.


You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.


Any other exceptions that apply under the Australian Consumer Law.

Shipping Costs for Returns


In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear any cost of shipping of the said product (the "Returned Product") back to us, as well as any cost of shipping any replacement product to you.


If the Returned Product can easily be shipped or returned, then you are responsible for organising for the Returned Product to be returned to us. If the Returned Product is eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.


If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then we will organise for the postage, shipping, transportation or collection of the Returned Product, at our cost.


In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.

Response Time

We aim to process any requests for repairs or replacements within 2 business days of receipt.

How to Return Products


Please contact us via email at for all return enquiries. We will provide you with a shipping address.


Unless otherwise defined in our sole discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase


To be eligible for a refund, repair or replacement, you must provide proof of purchase.


You may be required to provide your order details to qualify for a refund, repair or replacement.

Full refund policy time

100% Money Back Guarantee if you have not received your order in 30 days!

Refunds On Custom Painting

If you uploaded a photo to convert into a custom painting you are not eligible for any refund because this is a customized painting involving additional workmanship in meeting your expectations. Therefore, as it’s personal it can't be used by someone else and we have used up our time and resources to process these kits.
However we can offer to resend your custom painting.

We can't offer you a refund if you:

  • Fail to provide a full or/and correct address
  • You do not accept the package or do not pick it up in the parcel shop
  • You enter the wrong email address and we can't contact you with issues or requests
  • You do not answer email requests regarding your uploaded photos (e.g. no photo uploaded or quality issues)
  • Shipping is slow because of your countries shipping network (other countries than the US, Canada, Australia, Europe)

In the cases listed above, except the last one, we will send the package a second time to an address provided by you.

Our primary goal is the satisfaction of all our customers and in any case of defects or dissatisfaction, we look at returns and refunds on a case by case basis. We will check every matter and may ask you for photos or details. We guarantee that every case of a refund or return will be looked into thoroughly and action will be taken almost always in the customer’s favour.

Paint quality check

If a customer finds a, 

  • difference between Colour Pods and the guide provided
  • difference in colours in the midst of painting.
  • the final outcome is different to the paint guide.

The customer is advised to email the customer service team providing supportive images as proof. Customer will have to share an image that includes the incorrect paint pods against the colour guide provided and/or an image of the painted canvas. Upon examining the supportive images we will provide a new kit as replacement in case it doesn’t align with our Quality Assurance Policies.

Lost packages (if applicable)

If the tracking number is provided and the package got lost in the post, it's unfortunately not our responsibility and we cannot offer a refund. However, we can offer to reship a new kit bearing all additional costs.

Stolen packages (if applicable)

If the tracking number is provided and the package was stolen, it's unfortunately not our responsibility but we can offer to resend it bearing all additional costs. 

 Refunds (if applicable)

Once your refund reason is confirmed then your refund will be processed, and a credit will be applied to your credit card or original method of payment, within a certain amount of days. Please note that refunds can take up to 21 business days depending on your financial provider.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at

Contact Us

If you wish to speak to us about this Policy or about any refund, repairs or replacements, please contact us at:

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