Warranty, returns and exchange
We make every kit to order, so we check it before shipping. Below is what we guarantee, when a return or exchange is possible, and how to file a claim. Everything here follows our public offer.
What we guarantee
- The kit fully matches your order: the image, the size and the contents.
- Quality matches the information shown on the site at the moment of purchase.
- If the kit arrives defective or does not match the order, you may demand a replacement with a proper one.
- For orders placed on our site and delivered by us, we are responsible for damage that happened in transit.
What counts as a defect
- Crookedly stretched canvas or torn fabric
- Uneven stretcher or size that does not match the order
- Incomplete kit
- The image does not match the photo uploaded on the site
- Paint mixed up by colour — for example red instead of blue
A difference in tone is not a defect: acrylic paint darkens and shifts by 2–4 shades after drying.
When a return is not possible
- A kit of proper quality: it is made to order and has individually defined properties.
- Stretched canvases from 80x120 cm — they are made to order as well, so please check your measurements in advance.
- An already painted picture made by an artist: once it is finished, no changes are made.
- Orders from marketplaces — such claims are handled by the platform you ordered from.
How to file a claim
- Within 3 calendar days from receiving the order, photograph the defect — the canvas, the stretcher, the contents.
- Send an application to brushes-paints@yandex.ru with the photos and the order number. The application is mandatory for a refund.
- We reply within 10 working days and offer a replacement or a refund.
A refund is possible only when the item is returned to us. The original delivery cost is not refunded, and return shipping is paid by the buyer.
Questions about returns
No. Paint by numbers kits are made to order and have individually defined properties, so a return of a product of proper quality is not possible. A return is made when the production process was violated on our side — for example, the wrong image was printed.
A crookedly stretched canvas or torn fabric, an uneven stretcher or a size that does not match the order, an incomplete kit, and an image that does not match the photo uploaded on the site.
Three calendar days from receiving the order. We review the claim within ten working days.
Send an application to brushes-paints@yandex.ru, attaching photos of the defect and the order number. The application is a mandatory condition for a refund.
The delivery cost to the buyer is not refunded. Shipping the item back to us is paid by the buyer.
No. Acrylic paint darkens and changes tone by 2 to 4 shades after drying — that is a property of the material. A defect is paint mixed up by colour, for example red instead of blue.
Claims for orders from marketplaces are handled by the platform where the order was placed — the parcel is damaged by its logistics. We can only process claims for orders placed on our website and delivered by us.
Full terms are set out in the public offer, section 8 “Returns and exchange of goods”.
