Refund & Quality Guarantee — PaintEasy
Last updated: September 6, 2026
Contact: support@paintezshop.com
1. Our quality promise
If your kit arrives damaged, missing parts, or with a clear manufacturing defect, contact us within 30 days of delivery. We’ll remake the kit or refund you — you shouldn’t pay return shipping for our quality issues.
Please include: order number, photos of the issue, and (if damaged in transit) photos of the packaging.
2. Change-of-mind returns (ready-made kits only)
Unused, unopened ready-made kits may be returned within 30 days of delivery.
- Item must be in original condition and packaging.
- Customer covers return shipping for change-of-mind returns.
- Refunds are issued to the original payment method after we receive and inspect the return (usually within 5–10 business days).
3. Custom photo kits
Because custom kits are made from your photo, they can’t be returned for change of mind once production has started.
Exceptions: manufacturing defects, wrong size shipped, or damage in transit — covered under section 1.
If your uploaded photo isn’t suitable, we’ll contact you before production whenever possible so you can replace it.
4. What isn’t covered
- Normal paint-by-numbers results that differ slightly from the photo (stylized conversion is expected)
- Customer painting mistakes
- Delays caused by customs, incorrect addresses, or force majeure
- Orders reported later than the windows above without a valid reason
5. How to start a return or remake
Email support@paintezshop.com with your order number and details. We’ll reply with the next steps. Please don’t ship anything back until we confirm.
6. Cancellations
- Ready-made: cancel anytime before dispatch.
- Custom: cancel before we confirm production has started; after that, cancellations may not be available.