Refund policy

A Note from Us

We’re a small business and we genuinely care about your experience with Paintavie™. Our painting kits are designed to be thoughtful, beginner-friendly, and enjoyable from start to finish. Because our products include physical art supplies and digital video content, we’ve put the policy below in place to be fair to our customers while also protecting the care and work that goes into each kit.

If you have questions about a return, you’re always welcome to reach out to us at support@paintavie.com — we’re here to help.

Returns – Physical Products

We accept returns of physical products, including painting kits, only if all items are unused and in their original packaging. The shipping box may be opened, but all supplies must be new, unused, and complete to be eligible for a return.

We ask that you contact us within 14 days of delivery to request return authorization. Returns sent without prior approval may not be accepted.

Customers are responsible for return shipping costs. Original shipping fees are non-refundable.

All returned items are inspected upon receipt. Returns that do not meet these conditions may be refused. In some cases, a partial refund may be issued at our discretion for incomplete or non-eligible returns. Refunds are not guaranteed and are subject to inspection.

Digital Products

All digital products, including video-only purchases and video access included with a physical product, are non-refundable due to their immediate access and delivery.

If a physical product is returned and approved, any associated digital access remains non-refundable.

Damaged, Missing, or Incorrect Items

Please inspect your order upon arrival. If your order arrives damaged, contains missing items, or you received the wrong product, contact us as soon as possible at support@paintavie.com and we’ll make it right.

In these situations, we will replace the affected items. Refunds are not issued for damaged, missing, or incorrect items.

Final Sale Items

Items marked as final sale are not eligible for return or refund.

Gift Cards

Gift cards are non-refundable and cannot be exchanged for cash.

Gifted Orders

If an order was purchased as a gift, any approved refund will be issued to the original payment method used at checkout, in accordance with this policy.

Refunds

Approved refunds are issued to the original payment method. Any portion of an order paid using store credit will be refunded as store credit.

Once a return is approved and the items have been received and inspected, refunds are typically processed within 5–10 business days. Please note that additional time may be required for your bank or credit card company to post the refund.

Exchanges

We do not offer exchanges. Replacements are provided only for damaged, missing, or incorrect items.

Effective date: February 2, 2026