Return PolicyUpdated 9 hours ago

At DIY Artclub, we strive for 100% customer satisfaction. If you are not completely happy with your order, we are here to help you sort it out. You can easily return your items within the legal reflection period described below.

1. Return Conditions

For standard, non-personalized paint-by-numbers kits, you have the right to return your order within 14 days of receipt without giving any reason.

The reflection period begins the day after your product is delivered. If your order contains multiple products delivered separately, the period starts the moment the final product arrives.

Conditions for a Valid Return

• Original Condition: Items must show no signs of use and must be returned in their original packaging.

• Exceptions: Personalized products, such as custom paintings made from your own photo, cannot be returned or refunded.

🚨 Important Warning: Refusing an order at your door does not count as a valid return. In these cases, the package will not be successfully returned to our facility, and we will be unable to issue a refund. Please accept the delivery first, and then follow the proper return process outlined below.

2. How to Return Your Order

Step 1: Choose Your Return Address

You can return your order to our main return address or directly to one of our regional charity partners.

❤️ Your Return Makes a Difference

If you choose to send your unopened product to one of our charity partners, it won't just sit in a dark warehouse. Instead, your brand-new paint-by-numbers kit will go straight to meaningful programs where it is needed most, including:

• Art therapy programs at hospitals and care facilities, helping patients find peace and healing.

• Community centers providing creative activities for underserved populations.

• Mental health and wellness programs using art for stress relief and mindfulness.

• Educational initiatives offering art supply access to those who couldn't otherwise afford them.

By choosing a charity partner, you ensure nothing goes to waste while bringing a moment of joy to someone facing a difficult time.

Step 2: Prepare & Ship Your Return

• Pack the product carefully in its original packaging to ensure it isn't damaged during transit.

• Ship the package to your chosen address using a Track & Trace service.

3. Costs and Responsibilities

• Customer Responsibility: All return shipping costs, risks, and responsibilities lie entirely with the customer.

• Tracking Requirement: You must use a shipping service with Track & Trace and share the tracking details with us by email.

⚠️ Please note: Without valid tracking details provided to our customer support team, we cannot guarantee or issue your refund.

4. Refunds

Once we receive and inspect your returned item, we will process your refund within 14 days of receiving the returned goods. The refund will be issued to your original payment method.

In line with EU consumer law, we may withhold the refund until we have received the returned goods back, or until you have supplied valid proof that you have sent them, whichever comes first.

5. Your Legal Guarantee (Conformity of Goods)

In addition to your 14-day right of withdrawal, you are entitled to a legal guarantee of conformity of at least 2 years under EU and Dutch consumer law. This applies to all our products.

The guarantee covers faults that were present on delivery or that result from a manufacturing defect. It does not cover normal use of the kit, painting mistakes, or damage caused after delivery. 

If you believe your kit is defective, incomplete, or not as described, please contact our support team with your order number and a photo of the issue, and we will help you resolve it.

6. Formal Withdrawal Requests

If you wish to formally exercise your right to cancel the purchase, you can submit an official request through our Withdrawal Request Page.

7. Contact Us

If you have any further questions or need assistance with your return, please reach out to our support team. We're happy to help.

• Email: [email protected]

• Contact form: diy-artclub.com/pages/contact