Refund policy
Return & Refund Policy
This Return & Refund Policy explains the conditions under which Painted Calm accepts returns, exchanges, cancellations, replacements, and refunds.
By placing an order with us, you agree to the terms below.
1. Return Eligibility
We accept returns within 30 days of delivery for eligible items that are unopened, unused, and remain in their original packaging.
Items must be purchased directly from Painted Calm.
The following items are not eligible for change-of-mind returns:
- Custom or personalized kits, unless they arrive damaged, defective, incomplete, or incorrect;
- Items clearly marked as final sale or clearance before purchase;
- Opened or used kits, unless they have a manufacturing defect;
- Items returned without prior approval from our customer support team.
2. How to Start a Return
To start a return, please contact us at:
support@paintedcalm.com
You may also contact us by phone at +1 641-705-8487.
Please include your order number, the email address used at checkout, and the reason for your return request.
If your return is approved, we will provide instructions on how and where to send your item.
Please do not send your order back without contacting us first. Items returned without prior approval may not be accepted.
Our business address is 911 E Atlantic Blvd STE 101, Pompano Beach, FL 33060, United States. This address is not necessarily the return shipping address. Please do not send returns to this address unless our customer support team specifically instructs you to do so.
3. Free Return Shipping for Eligible Returns
For eligible returns within 30 days of delivery, Painted Calm provides free return shipping.
Once your return request is approved, we will provide a prepaid return label or return instructions at no additional cost to you.
To qualify for free return shipping, the item must be unopened, unused, and in its original packaging.
Custom or personalized kits are not eligible for change-of-mind returns, but may be replaced or refunded if they arrive damaged, defective, incomplete, or incorrect.
Original shipping fees, including express shipping fees when applicable, are non-refundable unless the return is due to our error or a confirmed product issue.
Returns sent without prior approval or without using the return method provided by Painted Calm may not qualify for free return shipping or reimbursement.
4. Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method within 5 business days.
Please note that your bank, credit card provider, or payment provider may take additional time to process and post the refund to your account.
Refunds are issued only to the original payment method used at checkout.
5. Exchanges
If you would like to exchange an eligible item, please contact us at support@paintedcalm.com or by phone at +1 641-705-8487.
Exchange availability may depend on product availability, item condition, and order details.
For defective, damaged, incorrect, or incomplete orders, we may offer a replacement, missing parts, store credit, or refund depending on the situation.
6. Order Cancellations
You may request to cancel your order within 24 hours of placing it by contacting us at support@paintedcalm.com with the subject line:
CANCEL ORDER + your order number
We cannot guarantee cancellations after this period.
Orders that have already been processed, prepared for shipment, shipped, or submitted to production cannot be canceled.
Custom or personalized kits cannot be canceled once they have entered production.
If your order cannot be canceled because it has already been processed, prepared for shipment, or shipped, you may still be able to request a return after delivery if the item qualifies under this policy.
7. Damaged, Defective, Incorrect, or Incomplete Orders
If your order arrives damaged, defective, incorrect, or incomplete, please contact us within 7 days of delivery at:
support@paintedcalm.com
You may also contact us by phone at +1 641-705-8487.
Please include:
- Your order number;
- A clear description of the issue;
- Photos of the product, packaging, and any damaged, incorrect, or missing parts.
After reviewing your request, we may offer a replacement, missing accessories, store credit, or refund, depending on the situation.
Damage to the outer packaging alone does not qualify for a refund if the product itself is safe, complete, and usable.
Minor canvas dents caused during transit can often be resolved by stretching or ironing the canvas. For severe dents or confirmed product damage, a replacement canvas or another appropriate solution may be provided.
8. Lost Packages and Shipping Issues
All orders include complimentary shipping protection for packages that are lost in transit or damaged during transit.
If your package is confirmed lost in transit by the carrier or our shipping partner, we may offer either a replacement shipment or a refund.
The following situations are not considered lost in transit:
- Packages marked as delivered by the carrier;
- Packages delivered to the address provided at checkout;
- Theft, loss, or damage after confirmed delivery;
- Delays caused by carriers, customs authorities, weather, peak seasonal congestion, local postal services, or circumstances outside our control;
- Failed delivery attempts due to incorrect or incomplete address information.
Customers are responsible for ensuring that the delivery address is accurate, complete, secure, and monitored.
9. Address Errors and Failed Delivery
Customers are responsible for providing complete and accurate shipping information at checkout.
If you entered an incorrect or incomplete address, please contact us immediately at support@paintedcalm.com or by phone at +1 641-705-8487.
We may be able to update the address only if the order has not yet been processed or prepared for shipment.
Once an order has been processed, prepared for shipment, or dispatched, we are unable to guarantee address changes.
If an order is returned due to an incorrect address, incomplete address, refusal of delivery, failure to collect the package, or failed delivery attempts, we may issue a refund minus any non-refundable shipping or return costs, or reship the order at the customer’s expense.
Free return shipping does not apply to returns caused by incorrect address details, refusal of delivery, failure to collect the package, or failed delivery attempts.
10. Shipping Timeframes and Late Deliveries
All delivery timeframes shown on our website are estimates unless expressly stated as guaranteed at checkout.
To provide efficient delivery, Painted Calm works with multiple production and fulfillment partners.
Depending on product availability, customization requirements, order details, and destination, orders may ship from different fulfillment locations.
We work to process and ship orders within the timeframes stated in our Shipping Policy and on our product pages.
If we become aware that your order cannot be shipped within the timeframe stated at checkout or within the timeframe required by applicable law, we may contact you with an updated estimated shipping date and give you the option to continue with the order or receive a refund for the unshipped item.
Shipping delays caused by carriers, customs authorities, weather conditions, peak seasonal congestion, local postal services, or other circumstances beyond our control do not qualify for automatic compensation or automatic refunds once the order has already shipped.
If your order appears delayed, please contact us at support@paintedcalm.com so we can review the shipment status and assist you.
11. Custom and Personalized Kits
Custom or personalized kits are made specifically for each customer and are not eligible for return or refund due to personal preference, change of mind, dissatisfaction with artistic interpretation, or failure to follow photo submission guidelines.
Custom kits may be refunded or replaced only if they arrive damaged, defective, incomplete, incorrect, or cannot be produced.
As with any paint by numbers kit created from a personal photo, the final result is an artistic interpretation and is not intended to be a perfect photographic replica. Differences in color, contrast, cropping, level of detail, and final appearance are normal.
If you are unhappy with the result due to a production issue, please contact us with photos and details. We will review your case and may offer a revised sample, replacement, or another appropriate solution when applicable.
12. Paint and Missing Accessories
If your kit arrives with missing accessories, incorrect paint pots, or missing paint colors, please contact us at support@paintedcalm.com.
We may send the missing accessories or replacement paint at no additional cost when appropriate.
Paint coverage may vary by color and usage. If you run out of paint while completing your kit, additional paint may be provided upon request when available, but refunds will not be issued for this reason unless there is a confirmed manufacturing issue.
13. Warranty Claims
We provide a 30-day warranty for manufacturing defects beginning from the delivery date.
Claims related to shipping damage, lost packages, address issues, or delivery delays are handled under this Return & Refund Policy and our Shipping Policy.
14. Chargebacks and Customer Support
If you have any issue with your order, please contact us first at support@paintedcalm.com or by phone at +1 641-705-8487 so we can review your case and provide a solution.
We are committed to resolving order issues fairly and promptly, including damaged items, missing parts, incorrect products, lost packages, and other eligible concerns covered by this policy.
15. Business and Contact Information
Painted Calm is operated by Mrs Negocios Digitais LLC.
For returns, refunds, exchanges, warranty claims, or order issues, please contact us at:
support@paintedcalm.com
Phone: +1 641-705-8487
Business Address:
Mrs Negocios Digitais LLC
911 E Atlantic Blvd STE 101
Pompano Beach, FL 33060
United States
Please note that this business address is not necessarily the return shipping address. Do not send returns to this address unless our customer support team specifically instructs you to do so.