Return PolicyUpdated 9 days ago
We want you to love your kit. If something isn’t right, here’s how to return it.
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.
Contact form: diy-artclub.com/pages/contact
Can I return my order?
Yes, if:
- It’s a standard (non-personalised) kit
- You’re within 14 days of receiving it
- It’s unused and in its original packaging
When does the 14 days start? The day after delivery. If your order arrived in more than one package, it starts the day after the last orders arrives.
What can’t be returned? Personalised products, such as custom paintings made from your own photo.
Please don’t refuse your parcel at the door. A refused parcel doesn’t make its way back to us, so we can’t refund it. Accept the delivery, then follow the steps below.
How to return your order
1. Choose where to send it
| Region | Return address |
|---|---|
| Europe (main returns) | Create B.V, Edisonweg 3A 3404 LA IJsselstein, Netherlands Kvk- nummer: 42085788 BTW: NL869642741B01 |
| United Kingdom | Guideposts, Henry Smith House, 3–5 Estcourt Rd, Watford WD17 2PT, United Kingdom |
| Australia | Hospital Research Foundation – Creative Health, Locked Bag 1, Regency Park SA 5010, Australia |
| Canada | Art for Aid, 1064 Perth Rd. Smiths Falls, Ontario K7A 0K3 Canada |
| United States | Maribo Cares, 2102 Business Center Drive, Irvine, CA 92612, USA |
2. Pack it up
Use the original packaging and pack it carefully so nothing gets damaged on the way.
3. Ship it with tracking
Send it using a service with Track & Trace. Return shipping costs are paid by you, and the parcel is your responsibility until it arrives.
4. Email us your tracking number
Send your order number and tracking details to [email protected].
⚠️ Without tracking details, we can’t guarantee your refund.
❤️ Send it to charity
In Australia, the UK and the US, your return goes straight to one of our charity partners instead of a warehouse. Your unused kit will be given to:
- Art therapy programmes in hospitals and care homes
- Community centres running creative activities
- Mental health and wellbeing programmes
- Educational projects for people who can’t afford art supplies
Nothing goes to waste, and your kit brings some joy to someone who needs it.
When will I get my refund?
Within 14 days of us receiving your return, to your original payment method.
We may hold the refund until your return arrives or until you’ve sent us proof of shipping (whichever comes first). This is in line with EU consumer law.
Is your kit faulty or incomplete?
That’s different from a return, and you’re covered. All our products come with a legal guarantee of at least 2 years under EU and Dutch law.
This covers faults present on delivery and manufacturing defects. It doesn’t cover normal wear, painting mistakes, or damage after delivery.
Email us your order number and a photo of the problem, and we’ll sort it out.
Formal withdrawal request
If you’d like to formally cancel your purchase, you can use our Withdrawal Request Page.
Need help?
📧 [email protected]
📝 diy-artclub.com/pages/contact