Returns & Refunds Policy
1. Return eligibility
To be eligible for a refund or exchange, you must have purchased one of the items sold on Canvas by Numbers.
Our return policy lasts for 60 days after receiving your order. If more than 60 days have passed since delivery, we can’t offer you a refund or exchange.
The item being returned must be in the same condition as you have received it. It must be unused and sent back in the original packaging. If it is not, no or only a partial refund will be granted.
The following items are non-returnable:
- Custom kits
- Gift cards
- Items that are on sale
2. Return process
Please do not refuse any packages from Canvas by Numbers, as we might not receive them and will be unable to refund you. Please accept all deliveries and contact us directly.
Reach out to us before sending back any items. We will let you know how to proceed. The shipping fee of voluntary returns will be covered by the customer.
If you are returning US warehouse items, we can issue a pre-paid shipping label for your convenience. The label cost will be discounted from the refund amount. If you are returning overseas factory items, we'll provide you with our California returns address and you'll need to purchase the shipping label.
Once your return is received, we will notify you. The package and its content will be inspected, and we will let you know when the return is approved or rejected within 5 business days.
If the return is approved, we will send you funds equal to the purchase amount to the payment method you have used during checkout.
If you have any questions during the return process, please contact us at email@example.com.
If the item you’ve received is damaged or defective, we can arrange an exchange for you. If you want to exchange your items, please send us an email and send your items to: firstname.lastname@example.org.
To return a product, you should send us an email at email@example.com, and we will provide further instructions.
Shipping fees for return items are your responsibility, and you must pay for them. Your order’s shipping costs are non-refundable. If you have paid for shipping in your order, these costs will be deducted from your refund.
If you’re shipping items worth over $50, please consider shipping the package using a track&trace number or purchase shipping insurance. We can’t guarantee that we will receive your item.
5. Order cancelation
We always advise double-checking your shipping address before completing your order. If you wish to cancel you order, please do so in the next 24 hours after payment.
You can email us at firstname.lastname@example.org with the subject CANCEL ORDER and your order number. However, if the order has already shipped, we won't be able to do any changes.
If you ordered a custom kit, we won't be able to cancel your order if production has already started.
6. Damaged or incorrect items
*Indicate clearly what's wrong with the item or item(s). Items will be evaluated on a case-by-case basis, after which a replacement will be sent or a full (100%) refund will be extended for orders of which the buyer is not at fault.
Please note. An item is considered defective when the canvas is clearly damaged and the fault prevents using the product or to complete the final painting.
What's considered a damaged or defective item?
For example, a ripped canvas, receiving the wrong image (factory fault), or a pre-stretched frame broken in transit can be considered defective.
For custom orders, if you claim a refund based on a defective rendering (how the final painting will look according to your color card sample), we will need to verify that the photo submitted complies with all the recommendations for selecting your photo (please, check the recommendations tab on the custom product page).
What's not a defective product?• If your canvas has small dents due to transportation, these can typically be fixed by ironing the canvas or stretching it. You can email us some pictures and if the dents are too deep, we will send you a new canvas free of charge.
• If we missed any paint color or accessories, we would gladly resend them, but we won't provide a full refund based on this. Missing paints or dry paints claims are easy to fake and sadly we have seen some customers trying to abuse the refunds policy on this basis.
• If your kit was shipped in a box and it arrives damaged due to transportation, this is not considered a reason to claim compensation. The box has a protective function and is not considered necessary to complete the painting, therefore, if the product inside is in perfect condition we cannot refund your order.
• If your canvas is missing numbers in some areas, we will be more than happy to provide the high-resolution PDF file so you can complete your painting.
In the unfortunate events that your items are damaged or different from what your ordered, send us an email at email@example.com including the following:
- Full name
- Order number
- A clear photo of the issue
We will issue a replacement in no time or refund your purchase. As simple as that.
7. Customer service
For questions, support, problems, or warranty claims, please contact us by email at firstname.lastname@example.org.