Refund policy

Refund and Returns Policy

At Elite Paint by Numbers, your satisfaction is our top priority. We want you to enjoy every brushstroke of your painting experience. If you are not entirely satisfied with your purchase, we’re here to help.

Returns Eligibility

You have 30 calendar days to return an item from the date you received it. To be eligible for a return:

  • The item must be unused and in the same condition that you received it.
  • Your paint pots must be unopened and vacuum-sealed.
  • The canvas must be free of any paint, marks, or creases caused by improper handling.
  • The item must be in the original packaging.

Custom Paint By Numbers (Personalized Kits)

Please note that Custom/Personalized Paint By Numbers kits (made from your personal photos) are unique to you.

  • We cannot accept returns or offer refunds for custom kits unless the product arrives damaged or there is a clear manufacturing defect.
  • Please ensure you upload a high-quality photo to get the best results.

Refunds Process

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.

  • If your return is approved, we will initiate a refund to your original method of payment.
  • You will receive the credit within a certain amount of days, depending on your card issuer's policies (usually 5-10 business days).

Damaged or Defective Items

If your kit arrives with dried-out paints, a torn canvas, or missing brushes, please contact us at info@elitepaintbynumbers.ca within 7 days of delivery.

  • Please include your order number and clear photos of the damage.
  • We will send a replacement kit or the missing parts at no extra cost to you.

Shipping Costs for Returns

  • You will be responsible for paying for your own shipping costs for returning your item.
  • Shipping costs are non-refundable. If you receive a refund, the cost of initial shipping will be deducted from your refund.
  • If the return is due to our error (wrong item sent or defective product), we will cover the return shipping costs.

Late or Missing Refunds

If you haven’t received a refund yet:

  • First, check your bank account again.
  • Then contact your credit card company; it may take some time before your refund is officially posted.
  • If you’ve done all of this and you still have not received your refund, please contact us.