Refund policy

Returns and cancellation

Consumers in the EU may cancel an online purchase of standard products without giving a reason within 14 days of receiving them. If the products of one order arrive separately, the period starts when the last product arrives.

Tell us before the period ends through the Cancel or return order function in the online store, or by email to info@paintbynumbers.eu with your name, order number and the products you are returning.

After the cancellation notice, send the products back without undue delay and no later than 14 days after the notice. You will receive return instructions once the request has been handled.

A €5.40 return fee is charged for using our return method and is deducted from the refund. Please keep the return receipt until the return has been processed. No return fee is charged for a defective, damaged or wrongly delivered product.

You may handle a product only as necessary to establish its nature, characteristics and functioning. Pack the return carefully, preferably in the original packaging. You are responsible for any diminished value caused by handling beyond what is necessary.

Personalised products

Products made from your own photo or otherwise made to your specifications have no statutory 14-day right of withdrawal.

You may still cancel such an order before production begins: contact us without delay through the return and cancellation function or by email. Once production has started, the order cannot be cancelled or returned because of a change of mind.

This does not affect your rights if the product is defective, damaged or not as agreed.

Refunds

We refund the payments for the cancelled products and the cost of our least expensive standard delivery to the payment method used for the order. Any additional cost of an express or other more expensive delivery method is not refunded.

We may withhold the refund until we have received the products or you have shown that you have sent them back. Refunds are normally processed within 1–3 business days of receiving and inspecting the return.

Orders outside the EU

For orders delivered outside the EU, the right of return follows the mandatory consumer protection law of the destination country. Please always agree on a return with customer service before sending the product. Your rights concerning defective, damaged or wrongly delivered products apply regardless of the destination country.