Informativa sui rimborsi

1. Return Eligibility

To be eligible for a refund or exchange, you must have purchased the item directly from Canvas by Numbers and agree to our return policy. Returns are accepted within 60 days of delivery. Items must be unused, in their original condition, and returned in the original packaging. Returns that do not meet these conditions may result in no refund or only a partial refund.

Non-returnable items include:

• Custom kits
• Gift cards
• Sale items
• Pre-stretched and board kits

2. Return Process

Do not refuse packages upon delivery, as this may result in us not receiving the return. Please accept the package and contact us for return instructions. Reach us at support@canvasbynumbers.com.

3. Exchanges

If you'd like an exchange, contact us at support@canvasbynumbers.com. Voluntary returns are subject to return fees, as detailed below.

4. Return Fees

For returns of US warehouse items, we can provide a prepaid shipping label. The label cost will be deducted from your refund and will depend on the weight and shipping zone. For overseas items, customers must purchase their own return shipping to the provided address.

Once we receive the return, we will inspect the package and notify you of approval or rejection within 5 business days. Approved refunds will be issued minus any applicable fees. Please ensure the parcel is safely returned and successfully delivered to us. If necessary, consider using additional services like signature confirmation for added security. Unfortunately, we cannot issue a refund for returns that are not received.  

5. Order Cancellation

Orders may be canceled within 24 hours of purchase by contacting support@canvasbynumbers.com. Include "CANCEL ORDER" and your order number in the subject line. If the order has already shipped, cancellation is not possible.

Note: Custom kits cannot be canceled once production has started. Stocked items may ship the same day, so cancellations are not guaranteed even within the 24-hour window.

6. In-Transit Issues

We offer complimentary package protection at checkout for lost or damaged orders.

For lost or damaged items, we will reship or refund. Please note that damaged outer packaging does not qualify for a refund if the product inside is unharmed. The box is designed to protect the contents, and minor damage from handling by the carrier does not affect the product itself.

For theft or misplacement after confirmed delivery by the carrier, we cannot take any responsibility. Please, ensure your parcel is delivered to a safe or monitored area.

Shipping delays caused by carriers are beyond our control. We will assist but cannot provide compensation for such delays.

7. Non-Transit Issues

If your order arrives incorrect or incomplete, we will rectify the issue. Examples include:

• Receiving the wrong product
• Incorrect specifications (e.g., framed vs. rolled)
• Missing accessories or reference sheets

Important Notes:

• Paint coverage may vary by color. Additional paint will be provided upon request but refunds will not be issued for this reason.
• Minor canvas dents from transit can often be resolved by stretching or ironing. For severe dents, a replacement canvas will be sent.

8. Custom Orders

Custom kits are non-refundable unless there is a clear manufacturing defect (e.g., incorrect colors, image, or size). Refunds will not be issued based on personal taste or if photo guidelines were not followed. Ensure your photo is high-quality and meets our recommendations for best results.

9. Customer Service

For support, warranty claims, or other inquiries, email us at support@canvasbynumbers.com.