Customer care

Returns & Refunds

Last updated: 30 June 2026

We want you to feel confident when ordering from Paint By Dots. This policy explains how returns, cancellations, refunds and damaged items are handled in a clear and fair way.

This policy does not affect your statutory consumer rights.

1. Your right to cancel

For eligible non-personalised items bought online, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

After you tell us you wish to cancel, you then have 14 days to send the item back to us.

2. Items that can be returned

To be eligible for a return, the item must be:

• Unused
• In original condition
• Complete with all parts, tools, guides and packaging
• Returned within the required return period
• Approved by us before being sent back

You may inspect the item in the same way you would in a shop. If an item has been used, damaged, marked, incomplete or handled more than necessary, we may reduce the refund to reflect any loss in value.

3. Personalised and custom-made products

Personalised products are non-returnable and non-refundable unless they arrive damaged, faulty, incorrect or not as described.

This includes:

• Custom photo dot painting kits
• Artwork created from an uploaded photo
• Products made to your personal specification
• Any item clearly personalised for you

Because these items are created specifically for your order, they are excluded from the standard 14-day change-of-mind return right.

4. Sale, discounted and final sale items

Discounted or sale items that are not personalised still have the same statutory return rights as full-price items.

“Final sale” only applies where the item is personalised, custom-made or otherwise excluded by law. It does not remove your rights if an item is faulty, damaged, incorrect or not as described.

5. How to request a return

Please contact us before returning any item:

support@paintbydots.co

We will provide the correct return instructions and return address.

Returns are handled through our European logistics network. Please do not send items back without contacting us first, as returns sent to the wrong address may be delayed or may not be processed correctly.

6. Return shipping costs

For eligible non-faulty returns, you are responsible for the direct cost of return shipping.

We recommend using a tracked postal or courier service and keeping your proof of postage until your refund has been completed.

If the item is faulty, damaged, incorrect or not as described, we will cover the return cost where required by law.

7. Original delivery costs

If you cancel and return an entire eligible order within the statutory return period, we will refund the product price and the standard delivery cost originally paid, where required by law.

If you chose a more expensive delivery option, such as express shipping, only the standard delivery cost will be refunded.

If you return only part of an order, original delivery charges may not be refunded unless required by law.

8. Refunds

Refunds are made to the original payment method.

Once we have received the returned item, or once you have provided proof that it has been sent back, we will process your refund within the required legal timeframe.

We usually process approved refunds within 5 working days after inspection. Your bank or payment provider may take additional time to make the refund visible in your account.

9. Damaged, faulty or incorrect items

If your order arrives damaged, faulty, incorrect or not as described, please contact us as soon as possible at:

support@paintbydots.co

Please include:

• Your order number
• Photos of the item
• Photos of the packaging
• A short explanation of the issue

Where possible, please contact us within 48 hours of delivery so we can resolve the issue quickly. This does not affect your statutory rights.

If the item is confirmed as damaged, faulty, incorrect or not as described, we will offer a suitable solution, such as a replacement, repair, partial refund or full refund, depending on the situation.

10. EU legal guarantee

For customers in the EU, goods must be as described, fit for purpose and of satisfactory quality. If goods are faulty or do not match what was advertised, you may be entitled to a repair, replacement, partial refund or full refund under applicable consumer protection rules.

11. Order cancellations before dispatch

We begin preparing orders quickly.

If you need to cancel or change an order, contact us immediately at:

support@paintbydots.co

For non-personalised items, we will try to cancel the order before dispatch. If the order has already been dispatched, you can use the returns process above.

For personalised or custom photo products, cancellations and changes are usually only possible before production has started. Once production has started, personalised orders cannot normally be cancelled unless the item is faulty, damaged, incorrect or not as described.

12. Delivery times

Production and delivery typically take 5–7 working days.

Delivery times may vary depending on the destination country, courier processing and seasonal demand.

13. Delivery issues

If your parcel is delayed, please contact us at:

support@paintbydots.co

We will help with tracking, courier communication and delivery updates until the issue is resolved.

14. Lost parcels

If a parcel appears to be lost, we will support you through the courier investigation process.

Where a parcel is confirmed as lost, we will offer a suitable solution, such as a replacement or refund.

15. Shipping protection

If selected at checkout, shipping protection may provide a faster resolution for eligible delivery issues, including replacement without waiting for the full courier investigation.

Shipping protection does not remove or reduce your statutory consumer rights.

16. Model cancellation form

You may use the form below, but you do not have to.

Need help?

We’re here for you.

support@paintbydots.co

Response time: within 24–48 hours