Refund policy

RETURN, REFUND AND CANCELLATION POLICY

Last updated: October 9, 2026

This policy explains how returns, refunds and cancellations work at Judy Paint (judypaint.com). Mandatory consumer rights in your country always apply and take priority where they protect you more (see "Regional rights" below).

1. RETURN WINDOW

You can return eligible, non-custom kits within 30 days of delivery.

To start a return, email info@judypaint.com within those 30 days with your order number. We reply with a written Return Authorization and the return address. Please ship the item within 14 days after you receive the Return Authorization.

A request does not guarantee approval. Packages sent without a Return Authorization, to the wrong address, cash on delivery or after the deadline may be refused or cause extra costs. Do not send anything to our business address unless the Return Authorization tells you to.

2. ITEMS THAT CANNOT BE RETURNED (CHANGE OF MIND)

  • Custom and personalized kits, including kits made from your photo
  • Orders that are already in production (for custom kits: once production has started)
  • Digital products, once access or download has started
  • Gift cards and store credit
  • Final-sale or clearance items marked as non-returnable before purchase
  • Opened or partly used paints, glue, diamonds, yarn and other consumables
  • Items that were assembled, framed, cut, painted, stitched or otherwise changed after delivery

3. CONDITION OF RETURNS

Returned items must be unused, unpainted and unchanged, clean and free of odors, smoke, moisture and pet hair, complete with all parts, tools, paints and instructions, and in their original packaging so we can resell them.

Opening the box only to look inside is fine. Items that show use, damage or missing parts may be refused or refunded only in part.

4. RESTOCKING FEE

Accepted change-of-mind returns carry a 10% restocking fee on the net product price (the price you paid for the product after discounts, without shipping, taxes or similar charges).

There is no restocking fee for items that are verified as defective, damaged, incorrect or significantly different from the description, or for mistakes we made.

5. SHIPPING COSTS FOR RETURNS

The original shipping cost is not refunded on change-of-mind returns.

You pay the return shipping and carry the risk until the package reaches us. Please keep your tracking number and receipt. For international returns, you handle the customs documents; costs caused by wrong paperwork may be deducted from your refund.

6. HOW YOUR REFUND IS CALCULATED

Refund = net product price minus the 10% restocking fee minus other lawful deductions (for example for missing parts or damage).

Example: you paid $50 for a kit and $5 for shipping. Your refund is $45. The $5 shipping is not refunded, and you pay the return shipping.

If you return part of a bundle or a promotion (for example "Buy 2, Get 1 Free"), we recalculate the refund as if the remaining items had been bought without the promotion.

7. REFUND TIMING

We refund to your original payment method, in the currency you paid. We usually start the refund within 7 business days after we receive and check your return. Your bank or card issuer may need more time. We do not cover exchange-rate or bank fees.

8. ORDER CANCELLATIONS

Every cancellation you request carries a 10% fee on the net product price, even right after purchase. A cancellation is only valid once we confirm it in writing.

  • Before production or dispatch: you get a refund minus the 10% fee. Shipping is refunded if the order has not shipped.
  • After production of a custom kit has started: custom kits cannot be cancelled for change of mind.
  • After dispatch: the order can no longer be cancelled. Eligible non-custom items follow the return rules above.

Refusing the delivery does not cancel the order and does not give a right to a full refund.

There is no cancellation fee if we cancel the order, charged you by mistake, the payment was unauthorized, or a mistake on our side makes the cancellation necessary. We never charge a cancellation fee and a restocking fee for the same product.

9. CUSTOM KITS AND PREVIEWS

For custom kits, please check the preview carefully (photo, cropping, size, colors). Your approval of the preview starts production. Problems that were visible in the approved preview, or that come from your own photo or instructions, do not qualify for a free remake or refund. Small differences in color, size, cropping and paint batch are not defects.

10. DAMAGED, DEFECTIVE OR WRONG ITEMS

Email info@judypaint.com as soon as possible with your order number, a short description, and photos or a video of the product, the packaging and the shipping label. Please keep the product and packaging until we have solved the case.

Restocking and cancellation fees do not apply to verified problems. Depending on the case, we offer a replacement, missing parts, store credit, a partial refund or a full refund. If we need the item back, we cover the return shipping.

11. SHIPPING PROBLEMS

  • Lost package: contact us and we open an investigation with the carrier. A replacement or refund may wait until the carrier confirms the loss.
  • Marked as delivered but not received: please check with neighbors, your mailbox and the carrier first. We may ask for a written statement or carrier records.
  • Wrong address: you are responsible for the address you enter at checkout. Costs for reshipping or returns may be charged.
  • Refused or unclaimed packages: no automatic refund. We may deduct shipping, return and restocking costs.

12. EXCHANGES

We do not offer direct exchanges. Please return the item and place a new order.

13. CHARGEBACKS

Please contact us before you start a chargeback, so we can solve the problem quickly. This does not limit your legal rights.

14. REGIONAL RIGHTS

  • EU/EEA: you can withdraw from an eligible purchase within 14 days of receipt without giving a reason. Custom-made and personalized items are excluded. Fixed fees (restocking or cancellation fees) do not apply where the law does not allow them.
  • UK: you generally have 14 days to tell us you want to cancel and another 14 days to return eligible goods. Personalized items are excluded.
  • Where the law in your country gives you more protection, that law applies.

15. CONTACT

Email: info@judypaint.com

Address (do not send returns here without a Return Authorization): Judy Paint, Meteoron Str. 1, 86105 Augsburg, Germany