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1. Policy Summary
- Return requests for eligible standard products must be submitted within 30 days of delivery.
- Returned standard items must be unused, complete and in their original packaging.
- Personalised products are not returnable for change of mind.
- Incorrect, damaged, defective or incomplete orders should be reported with photos.
- Do not return anything until support has approved the request and provided instructions.
2. Returns for Eligible Standard Products
You may request a return for an eligible non-personalised product within 30 days after delivery. The item must be unused, unpainted, complete, undamaged and in the original packaging.
Products returned without approval, outside the return period or in a condition that cannot be resold may be refused or refunded only partially where permitted by law.
3. Custom and Personalised Products
Custom paint by numbers kits are created from the customer’s submitted photo and are normally not eligible for a change-of-mind return or refund.
This exclusion does not apply when the item is verified as incorrect, damaged, defective or materially different from the approved order details. Contact support with clear evidence so the appropriate remedy can be assessed.
4. Damaged, Defective or Incorrect Items
Report the issue within 30 days of delivery. Include:
- Your order number and checkout email.
- Photos of the complete item and the specific problem.
- Photos of the outer packaging and shipping label when transit damage is involved.
- A short explanation of the resolution requested.
After review, we may provide a replacement, missing component, repair solution, partial refund or refund, depending on the issue, available evidence and applicable law.
5. Missing Paints, Brushes or Other Components
If a kit arrives incomplete, photograph everything received and contact us within 30 days. Once verified, the missing component can be resent without charge.
Requests made after the reporting period, additional supplies needed because of use, or replacement supplies unrelated to an original packing error may require payment for the item and shipping.
6. Refunds
Approved refunds are issued to the original payment method after the returned item is received and inspected, or after another remedy has been approved for an item that does not need to be returned.
Bank and payment-provider processing times vary. Original shipping charges are not refunded unless required by law or the return resulted from our verified error.
7. Return Shipping
For an approved change-of-mind return, the customer is responsible for return shipping. Use a trackable service and keep proof of postage because Numeral Paint cannot refund a parcel that does not arrive.
When the wrong product was sent or the item is verified as damaged or defective, support will explain the available return or replacement process. Do not pay for return postage until instructions have been provided.
8. Non-Returnable Items
Unless required by law, the following are not eligible for change-of-mind returns:
- Custom or personalised products.
- Items that have been painted, used, altered, washed or damaged after delivery.
- Products missing parts, packaging or included accessories.
- Gift cards, downloadable products and final-sale items clearly identified before purchase.
9. Order Changes and Cancellations
Contact support immediately after ordering. We will try to help, but changes and cancellations are not guaranteed after production or fulfilment has started. Shipped orders cannot be cancelled.
10. Parcels Marked Delivered but Not Received
Check the delivery address, safe places, neighbours and building reception, then contact the carrier for delivery confirmation. Send us the carrier’s response and your order number if the parcel remains missing.
11. Start a Return or Replacement Request
Email [email protected] or use the Contact page. Include your order number, reason for the request and supporting photos.
Wait for approval and the correct return address before sending the product. The return address can differ from the address printed on the original parcel.
12. Mandatory Consumer Rights
Nothing in this policy limits rights that cannot legally be excluded in the customer’s location.