Refund policy

Returns, Refunds and Cancellations

We want you to enjoy your painting. For help, email support@my-paint.com with your order number. We normally reply within one business day.

Standard designs and accessories

You may request a change-of-mind return within 30 days after the last item in your order is delivered. Standard catalogue designs are not treated as personalised simply because they are produced after ordering. For our additional voluntary return period, goods must be unused, complete and in their original condition. Contact us for return instructions and the correct return address in Hangzhou, China. For change-of-mind returns, you pay the direct return postage; we do not charge a restocking fee.

Your EU withdrawal rights

For eligible non-personalised goods, EU consumers may withdraw without a reason within 14 days after receiving the last item. Tell us clearly by email before the deadline; approval is not required to exercise this right. Return the goods within 14 days of your notice. You may inspect goods as you would in a shop; any deduction is limited to loss in value caused by excess handling, as permitted by law. Mandatory consumer rights prevail over our voluntary return conditions.

Photo-personalised kits and cancellation

Photo-personalised kits cannot be returned for a change of mind. Personalised kits receive a free digital proof and unlimited free revisions before printing. We do not print your personalised kit before you approve the proof. You may cancel it for a full refund before approving the proof and before production begins. After approval and the start of production, we cannot accept a change-of-mind cancellation or return of a kit made to your personal specifications. This does not limit rights for faulty, damaged or incorrectly supplied goods. For standard designs and accessories, contact us promptly to cancel before dispatch; after dispatch, the return rules apply.

Damaged, faulty or incomplete orders

Please report problems promptly, ideally within 30 days of delivery, and include photos where practical. This request does not shorten statutory guarantee periods. We will arrange a suitable repair, free replacement or refund according to the problem and your applicable rights. We pay necessary return costs for defective or incorrectly supplied goods. Used or opened goods can still qualify for a faulty-goods remedy.

Missing or insufficient paint

Email us your order number and paint-pot number. We provide replacement paint free of charge and aim to dispatch it the same working day.

Refunds

Refunds go to the original payment method. For a valid EU withdrawal, we refund within 14 days of receiving your notice, including the least expensive standard outbound delivery charge where required. We may wait until the goods or proof of return are received, whichever occurs first. Banks may take a further 5–10 business days to display the refund. Other applicable statutory refund deadlines remain unaffected.

Return instructions

Please contact us before sending a parcel so we can provide the correct address. Our registered business address is not automatically the returns address. Keep your proof of postage. Our contact details are on the Contact Information page.