1) Cancellations & Order Changes (Before Processing)

• Cancellations: You may request a cancellation within 24 hours of placing your order.

• Order changes (address/items): Requests must also be made within 24 hours.

After this window, your order may already be in fulfillment and cannot be changed or cancelled.

If you no longer wish to keep your order, you can return it once delivered according to the Return Policy below.

2) 30-Day Free Returns

We accept returns within 30 days of delivery for eligible items.

Returns are free of charge — we will provide a return label for approved returns.

To be eligible for a return, your kit must be:

• Unused and unstarted

• In original packaging

• Include all contents (paints, brushes, canvas, reference sheet, accessories, and any promotional/free items)

Unused/unstarted means the canvas has not been painted and the kit is complete and in resellable condition.

Custom / Made-to-Order Kits

Because custom kits are produced specifically for you and are not resellable:

• Custom kits are not eligible for free returns.
  If a custom kit arrives damaged, defective, or incorrect, we will provide a free replacement or another appropriate resolution.

Returns that do not meet the above conditions may be rejected or may receive a partial refund.

3) How to Start a Return (RMA Required)

All returns must be approved before you send them.

1. Contact our Customer Support Team with your order number + email.

2. Include photos of the kit and packaging (showing condition and all items).

3. If approved, you will receive a Return Merchandise Authorization (RMA) and a free return label.

Returns sent without an RMA will not be accepted and will not be eligible for a refund.

Once approved, please ship your return within 7 days.

4) Refunds

Once your return is received and inspected:

• Approved refunds are processed within 10 business days

• Refunds are issued to your original payment method

If your return is missing items or shows signs of use, we may:

• issue a partial refund, or

• return the item to you (shipping cost may apply)

5) Damaged, Defective, or Incomplete Orders

If your order arrives damaged, defective, or incomplete, please contact us within 7 days of delivery.

Please include:

• Your full name

• Order number

• Clear photos of the issue (including packaging, if relevant)

• Video evidence may be requested for certain claims (e.g., paint quality, missing items, damaged canvas)

If confirmed, we will provide a free replacement or an appropriate resolution at no extra cost.

Damage caused by misuse, mishandling, or improper storage is not eligible.

6) Bundles & Free Promotional Items

If your order includes a bundle or free promotional item:

• All items must be returned together.

If a free promotional item is not returned, its retail value may be deducted from the refund.

7) Wrong Address

It is the customer’s responsibility to enter the correct shipping address.

• If you notice an error, contact us within 24 hours of placing your order.

• If the order has already been processed or shipped, we may not be able to update it.

If a package is returned to us due to an incorrect address, we can:

• reship it (shipping cost may apply), or

• issue a refund minus shipping/handling costs.

8) Delivery Delays

Delivery timelines shown at checkout are estimates, not guarantees.

Delays caused by carriers, customs, weather, peak season, or other circumstances outside our control do not qualify for a refund.

If your shipment appears stalled or delayed, contact our Customer Support Team and we will assist.

 

9) Lost or Stolen packages.

Number Artist is not responsible for lost or stolen packages. If your tracking information states that your package was delivered to your address and you have not received it, please file a complaint to your respective shipping carrier. If you have any further questions on how to do this please reach out to our Customer Support Team.

10) Special Event Delivery Guarantee (When Displayed)

From time to time, we may offer a Special Event Delivery Guarantee (e.g., Christmas, Father’s Day, Mother’s Day, Valentine’s Day) on specific product pages and/or in email campaigns.

When displayed at the time of purchase, this guarantee applies only to eligible orders and means:

• If your order does not arrive by the stated event deadline, you are eligible for a 50% refund of the product price.

Important conditions:

• The guarantee applies only if it was clearly displayed at checkout or in the purchase confirmation for that specific order.

• You must contact us within 7 days after the promised event date to request the refund.

• The refund under this guarantee is limited to 50% of the product price only. Shipping fees, taxes, and add-ons are not refundable under this guarantee.

Not eligible under the guarantee:

• A delivery attempt was made, but delivery could not be completed due to customer unavailability.

• The package was held at a pickup location and not collected within the carrier’s required timeframe.

• Delays caused by circumstances outside our control (including customs inspections, carrier delays, strikes, extreme weather, natural disasters, government actions, or other force majeure events).

11) Non-Returnable Items

• Gift cards

12) Chargebacks & Disputes

If you experience an issue with your order, please contact our Customer Support Team first so we can resolve it quickly.

Submitting a chargeback or payment dispute without contacting us may delay resolution and may affect eligibility for refunds or replacements.

13) Abuse Prevention

We reserve the right to refuse returns or refunds in cases of:

• suspected fraud or abuse

• excessive return history

• missing/incorrect items returned

• claims that cannot be verified

This policy does not affect your statutory consumer rights, which vary by location.