Return & Refund

By placing an order on our website, you agree to our Shipping, Return & Refund Policies.

Please contact us first before returning any item.

If you have any issue with your order, please contact us at support@paintarthub.com.

Please do not return any item without contacting us and receiving return authorization and the correct return address.

1. Request Timeframe

  • All return or after-sales requests must be submitted within 60 days of receiving the product.
  • For damaged or defective products, please contact us within 72 hours of delivery and provide clear photos of the issue.
  • Late reports may affect your after-sales request.

2. Quality Issues

If your item arrives damaged, defective, or incorrect, please contact us with the following information:

  • Your order number
  • Clear photos of the issue
  • A brief description of the problem

After checking the issue, we may offer a replacement, reshipment, refund, or another appropriate solution.

If a return is required due to a confirmed quality issue or our error, the return shipping cost will be covered by us.

3. Custom-Made or Personalised Products

Custom-made or personalised products include, but are not limited to:

  • Custom paint by numbers
  • Custom diamond paintings
  • Other products made according to the customer's order details or uploaded photo

These products are made specifically for each customer.

Once production has started, non-quality-related cancellation, return, or refund requests are generally not accepted.

Refunds or returns for custom-made products are not accepted while the package is still in transit, unless the delivery period exceeds the stated maximum delivery timeframe of 3 weeks.

If we agree to cancel, return, or refund a custom-made product as a goodwill exception for a non-quality-related reason, the following costs may be deducted from the refund amount:

  • Production costs already incurred
  • Shipping costs already incurred
  • Logistics costs already incurred

4. Standard Products

For eligible non-quality-related returns of non-custom products, the item must meet all of the following conditions:

  • The item is unused
  • The item is in its original packaging
  • All accompanying accessories are included

The customer is responsible for the return shipping cost for non-quality-related returns.

Expedited shipping fees and any additional service fees are non-refundable where applicable, unless the return is due to our error or a confirmed quality issue.

5. Return Address and Return Authorization

To obtain the return address and authorization, please contact our Customer Support team at support@paintarthub.com and provide the following information:

  • Proof of purchase, such as your order number
  • For quality-related returns, clear photographic evidence of the issue

Please note:

  • Returned items must be sent to the return address provided by our Customer Support team.
  • Items returned without authorization may not be accepted.
  • After shipping the return, please provide the tracking number and carrier information to support@paintarthub.com.

6. Refund Processing

  • After we receive and inspect the returned item, the refund will be processed back to your original payment method within 7 days.
  • The exact time for the refund to appear in your account may vary depending on your bank or payment provider.

For quality-related returns, if the issue is confirmed after inspection, we will provide a refund, replacement, reshipment, or another appropriate solution in accordance with this policy.

For non-quality-related refunds or returns, the refund amount will be calculated according to this policy:

  • For custom-made or personalised products, production costs, shipping costs, and logistics costs already incurred may be deducted where applicable.
  • For eligible non-custom products, the customer is responsible for the return shipping cost. Expedited shipping fees and any additional service fees are non-refundable where applicable.

7. Refused Delivery, Address Errors, and Unclaimed Packages

Packages returned due to any of the following reasons are considered customer-caused returns:

  • Refused delivery
  • Incorrect or incomplete address information
  • Failure to collect from a pickup location
  • Failure to respond to carrier delivery attempts

Reshipment may be arranged upon request. In such cases, all reshipping and additional logistics costs will be borne by the customer.

If a refund is requested instead, the refund will be processed after deducting the actual costs incurred, which may include:

  • Shipping costs
  • Handling costs
  • Return costs
  • Logistics costs

Shipping fees are non-refundable in these customer-caused return situations.

8. Delivered but Not Received

If tracking shows "Delivered", the order is considered fulfilled.

Any missing package claim must be reported within 72 hours of the delivery timestamp.

As a one-time goodwill gesture, we may offer a complimentary reshipment.

Refunds are not provided for orders confirmed as delivered.

Claims made after 72 hours, or cases where a replacement shipment is also marked as delivered, are not eligible for further reshipment or refund.

9. Inspection

All returned items will be inspected.

Products may not be eligible for a refund if they meet any of the following conditions:

  • Used
  • Missing accessories
  • Not in their original condition
  • Intentionally damaged

10. Exchange

If you would like to exchange an eligible item, please contact our support team first.

Contact Us

If you have any questions about our Return & Refund Policy, please contact us at:

support@paintarthub.com