Refund & Return Policy

Last updated: 31 October 2026

At Paint By Numbers Australia, we want every customer to enjoy their painting experience. If something isn't right with your purchase, we're here to help.

30-Day Returns

We accept eligible change-of-mind returns within 30 days of receiving your order.

For a standard change-of-mind return:

• The item must be unused, unpainted and in its original condition.

• Original packaging and supplied accessories should be included.

• You must provide proof of purchase or your order number.

• You must contact us within 30 days of delivery.

To request a return, email info@paintbynumbersaustralia.shop with your order number and the reason for your request.

Please contact us before returning any products so we can provide the appropriate instructions and return destination.

Australian Consumer Law

Our voluntary 30-day change-of-mind policy is in addition to your rights under the Australian Consumer Law (ACL).

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product has a major failure, you may be entitled to choose a refund or replacement, subject to applicable law. For a minor failure, we may be entitled to provide a remedy within a reasonable time.

These statutory rights are not limited to 30 days and are not conditional on having original packaging.

Damaged, Defective or Incorrect Orders

If your order arrives damaged, defective, incomplete or different from what you ordered, please contact us as soon as reasonably possible.

Include your order number, a description of the issue and photographs where available.

We will assess the issue and provide an appropriate remedy, which may include missing components, a replacement, repair, refund or other remedy consistent with Australian Consumer Law.

Where a product is confirmed faulty, we will reimburse reasonable return postage costs as required by law.

Custom Paint by Numbers Kits

Custom painting kits are made using photographs or artwork supplied by customers.

Because these items are personalised, change-of-mind returns are generally not accepted once production has begun.

However, custom-made products remain covered by applicable consumer guarantees. If your personalised kit is faulty, damaged, incorrectly produced or does not match its agreed specifications, you may be entitled to a remedy under Australian Consumer Law.

Items Not Eligible for Change-of-Mind Returns

The following items are generally excluded from our voluntary change-of-mind returns policy:

• Personalised products once production has started.

• Used or painted canvases.

• Opened or materially used paint supplies that cannot be resold.

These exclusions do not affect your statutory rights regarding faulty, incorrect or misdescribed products.

Return Shipping

Please contact us before returning an order. We will confirm the return destination, instructions and any applicable postage arrangements.

For change-of-mind returns, any return shipping charges will be explained when your request is reviewed.

For products confirmed to breach a consumer guarantee, reasonable return costs will be reimbursed where required by Australian Consumer Law.

Refund Processing

Once a qualifying return has been received and assessed, we will confirm the outcome.

Approved refunds will generally be issued through the original payment method, unless otherwise required by law or agreed with you.

The time taken for the refund to appear depends on your payment provider or bank.

Any original shipping charges will be handled in accordance with the circumstances of the return and applicable law.

Order Cancellations

If you need to cancel an order, email us as soon as possible.

We will try to accommodate cancellations before dispatch or, for personalised products, before production begins.

Once a product has shipped or custom production has started, cancellation may not be possible for a change of mind. This does not affect statutory cancellation or refund rights.

Contact Us

Paint By Numbers Australia

Website: https://paintbynumbersaustralia.shop

Email: info@paintbynumbersaustralia.shop

Please do not return parcels to an address unless we have specifically authorised it.