Returns & Refunds

Last updated: 13 May 2026

We want you to feel confident when ordering from us. This policy is designed to be clear, fair and transparent so you always know where you stand.

1. Your right to cancel

You have the right to cancel your order for non-personalised items within 14 days of receiving your goods, without giving a reason.

2. How to request a return

Please contact us before returning any item:

support@paintbydots.co

We will provide the correct return instructions. Returns sent without prior contact may not be processed.

3. Return location

Returns are handled through our European logistics network. The correct return address will be provided after you contact us.

4. Return costs

You are responsible for return shipping costs. We recommend using a tracked service.

5. Return conditions

• Unused and in original condition
• Complete with all parts
• Returned within 14 days
• Approved by us before sending

6. Personalised products

Personalised products are non-returnable and non-refundable.

This includes custom artworks created from your uploaded photo and made-to-order items.

7. Damaged or faulty items

Contact us within 48 hours of delivery at:

support@paintbydots.co

Include photos so we can resolve the issue quickly. We will offer a replacement or refund where appropriate.

8. Refunds

Refunds are processed to the original payment method within 5 working days after inspection.

9. Delivery times

Production and delivery typically take 5–7 working days.

10. Delivery issues

We assist with delays, tracking and courier communication until resolved.

11. Lost parcels

If a parcel is lost, we will support you through the courier investigation process.

12. Shipping protection

If selected at checkout, shipping protection provides faster resolution, including replacement without waiting for courier investigations.