Return & Refund Policy

We want you to love your artwork. If something isn’t right, this policy explains how to return or exchange your order and how refunds are handled. It applies to purchases made through PaintMyPicture. This policy sits alongside your legal rights and does not limit any rights you may have under applicable consumer-protection law.

At a glance

• Return window: 30 days from the delivery date.
• Returns accepted: for both defective and non-defective items.
• Exchanges: accepted.
• Item condition: new — unused, undamaged, and in its original packaging.
• Return method: by mail.
• Return shipping label: included in the package — free.
• Restocking fee: none.
• Refund processing time: up to 30 days after we receive your return.

Return window

You may request a return or exchange within 30 days of the date your order is delivered. To start a request, email hello@paintmypicture.com with your order number before the 30-day window closes. Requests made after 30 days may not be eligible, though we’ll always do our best to help.

What can be returned

We accept returns of both defective and non-defective items within the return window. To be eligible, the item must be returned in new condition — unused, undamaged, and in its original packaging, with any included materials. Items that are returned used, altered, or damaged (other than a defect present on arrival) may not qualify for a full refund.

If your item arrives damaged or defective, please contact us within the return window and include a photo of the issue. We’ll arrange a repair, replacement, or refund at no cost to you.

Custom & personalized artwork

Because every painting is hand-made to your photo and specifications, custom pieces are made to order. To protect you before your item is produced, we build approval into the process:

• Unlimited free revisions to your digital rendering before we paint — we only begin painting once you approve.
• Full deposit refund before approval. Change your mind before approving your rendering and we’ll refund your deposit in full.
• Love it or don’t pay. You don’t pay the balance until you approve your finished painting.

After delivery, custom artwork is still covered by our 30-day return window and 100% money-back guarantee described below. We handle every concern personally — if your piece isn’t right, we’ll make it right or refund you.

Exchanges

We accept exchanges within the 30-day window. If you’d like a different size, framing, or a corrected version of your piece, email us and we’ll arrange the exchange. If there is a price difference between the original and the replacement, we’ll let you know before proceeding.

How to return an item

1. Email hello@paintmypicture.com with your order number and the reason for the return. Include a photo if the item is damaged or defective.
2. We’ll confirm your return and provide instructions. A free prepaid return shipping label is included in your package; if you no longer have it, we’ll email you a replacement.
3. Pack the item securely in its original packaging and drop it off with the carrier shown on the label. Returns are handled by mail.

We recommend keeping your drop-off receipt or tracking number until your refund or exchange is complete.

Return shipping & fees

Return shipping is free — a prepaid return label is included in the package, so you won’t pay to send an eligible item back. We do not charge any restocking fees.

Refunds

Once we receive and inspect your returned item, we’ll notify you that it’s been received and let you know whether your refund is approved. Approved refunds are issued to your original payment method. Please allow up to 30 days after we receive your return for the refund to be processed; depending on your bank or card issuer, it may take a few additional days to appear on your statement.

Original shipping charges, if any, are non-refundable except where an item was defective or we made an error. Where a return is due to our error or a defective product, we cover all shipping costs and refund you in full.

100% money-back guarantee

If you’re not happy with your delivered painting, contact us within 30 days and we’ll make it right or refund you. Your satisfaction is guaranteed.

Questions?

Email hello@paintmypicture.com with your order number and we’ll help. See also our Shipping & Returns overview and our Terms of Service.