Refund Policy

1) CANCELLATIONS & ORDER CHANGES

You may request a cancellation within 24 hours of placing your order. Order changes (address or items) must also be requested within 24 hours. After this window, your order may already be in production and cannot be changed or cancelled.

2) RETURNS — STANDARD KITS

We accept returns within 30 days of delivery for eligible standard (non-custom) kits. 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 its original packaging
Include all contents (paints, brushes, canvas, reference sheet, accessories, and any promotional or free items)

Unused/unstarted means the canvas has not been painted and the kit is complete and in resellable condition. Returns that do not meet these conditions may be rejected or may receive only a partial refund.

3) CUSTOM & MADE-TO-ORDER KITS

Because every Painted Memory kit is produced specifically for you from your personal photo, custom kits are not eligible for standard returns. If your custom kit arrives damaged, defective, or incorrect, we will provide a free replacement or another appropriate resolution. Please see section 5 for how to report this.

4) HOW TO START A RETURN (RMA REQUIRED)

All returns must be approved before you send anything back.

Contact our support team at info@painted-memory.com with your order number and email address. Include photos of the kit and packaging showing the condition and all included items. If approved, you will receive a Return Merchandise Authorization (RMA) number 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.

5) DAMAGED, DEFECTIVE, OR INCOMPLETE ORDERS

If your order arrives damaged, defective, or incomplete, please contact us at info@painted-memory.com within 7 days of delivery. Please include your full name, order number, and clear photos of the issue (including packaging where relevant). Video evidence may be requested for certain claims such as paint quality, missing items, or a 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) REFUNDS

Once your return is received and inspected, approved refunds are processed within 10 business days and 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 costs may apply).

7) 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 your refund.

8) WRONG ADDRESS

It is your responsibility to enter the correct shipping address at checkout. If you notice an error, contact us at info@painted-memory.com 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 costs may apply) or issue a refund minus shipping and handling costs.

9) 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 us at info@painted-memory.com and we will assist.

10) LOST OR STOLEN PACKAGES

Painted Memory is not responsible for lost or stolen packages. If your tracking information shows your package as delivered but you have not received it, please first check with neighbors and any safe drop locations, then file a complaint with your shipping carrier. If you need help with this process, contact us at info@painted-memory.com and we will do our best to assist.

11) SPECIAL EVENT DELIVERY GUARANTEE

From time to time we may offer a Special Event Delivery Guarantee (for example around Christmas, Valentine's Day, or Mother's Day) on specific product pages or in email campaigns. When displayed at the time of purchase, this guarantee means: if your order does not arrive by the stated event deadline, you are eligible for a 50% refund of the product price only. Shipping fees, taxes, and add-ons are not included.

To claim this guarantee you must contact us within 7 days after the promised event date. The guarantee does not apply if a delivery attempt was made but could not be completed due to customer unavailability, if the package was held at a pickup location and not collected in time, or if delays were caused by circumstances outside our control such as customs, carrier delays, extreme weather, or other force majeure events.

12) NON-RETURNABLE ITEMS

Gift cards are non-returnable and non-refundable.

13) CHARGEBACKS & DISPUTES

If you experience an issue with your order, please contact us at info@painted-memory.com first so we can resolve it quickly. Submitting a chargeback or payment dispute without contacting us first may delay resolution and may affect your eligibility for a refund or replacement.

14) ABUSE PREVENTION

We reserve the right to refuse returns or refunds in cases of suspected fraud or abuse, excessive return history, missing or incorrect items returned, or claims that cannot be verified. This policy does not affect your statutory consumer rights, which vary by location.