Refund policy

Refund & Return Policy

Last updated: June 1, 2025

At UnwindCanvas, your satisfaction is our priority. We want you to love your paint-by-numbers kit. If something isn't right, we're here to make it right.

1. Return Window

You have 30 days from the date you receive your order to request a return or exchange.

To be eligible for a return, your item must be:

  • In its original, unused condition
  • In the original packaging
  • Not a custom or personalized item (see Section 5)

2. How to Request a Return or Refund

To start a return, please email us at contact@unwindcanvas.com with:

  • Your order number
  • The reason for your return
  • Photos of the item (if damaged or defective)

We will respond within 1–3 business days with instructions. Please do not send items back without contacting us first.

3. Refund Process

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed to your original payment method within 5–10 business days.
  • Please allow additional time for your bank or credit card company to post the credit to your account.
  • Shipping costs are non-refundable unless the return is due to our error (wrong or defective item).

4. Damaged or Defective Items

If your item arrived damaged, defective, or incorrect, please contact us within 7 days of delivery at contact@unwindcanvas.com with photos of the issue.

In these cases, we will offer:

  • A full replacement at no cost to you, OR
  • A full refund, including return shipping

You will NOT be asked to return the item in most cases of damage or defect.

5. Custom & Personalized Items

Custom paint-by-numbers kits (made from your personal photo) are non-refundable once production has started, as they are made specifically for you.

However, if your custom kit arrived damaged or the quality does not match what was agreed upon, please contact us and we will resolve it.

6. Non-Returnable Items

The following items cannot be returned:

  • Items that have been opened, used, or are missing components
  • Custom/personalized kits (as noted above)
  • Items returned more than 30 days after delivery
  • Items returned without prior authorization from our team

7. Return Shipping Costs

If you are returning an item for reasons other than damage or our error (e.g., changed your mind), you will be responsible for return shipping costs.

We recommend using a trackable shipping method for your return, as we cannot guarantee receipt of items sent without tracking.

8. Exchanges

We do not process direct exchanges at this time. If you need a different item, please return the original (if eligible) and place a new order.

9. Late or Missing Refunds

If you haven't received your refund after 10 business days:

  1. Check your bank account again
  2. Contact your credit card company — it may take some time before the refund is officially posted
  3. Contact your bank, as there is often processing time before a refund is posted
  4. If you've done all of the above and still have not received your refund, please contact us at contact@unwindcanvas.com

10. Contact Us

Questions about returns or refunds? We're happy to help.

UnwindCanvas
Email: contact@unwindcanvas.com
Response time: 1–3 business days