Exchanges, returns and cancellations

RETURNS POLICY

You have 30 days from receiving your order to make a return.

When your order arrives, we recommend checking the contents. If you're not happy or notice a defect, email us at info@pintarnumeros.com and we'll explain what to do.

Please note

• The product must be complete, in perfect condition (unused brushes, unopened paints, etc.) and in its original packaging.

• You are responsible for the item reaching us in perfect condition, so please use a tracked service, as we can't accept responsibility for lost parcels.

• Personalised kits can't be refunded or exchanged unless they are faulty.

Once we've received and checked your return, we'll email you to confirm receipt and approve the refund if the conditions above are met. Refunds are made to the original payment method and take 4 to 7 working days, depending on your bank or payment method.

Shipping costs are non-refundable, and the cost of sending the return to us is your responsibility.

Important. Please don't refuse delivery of your order. If the parcel arrives damaged, accept it, take photos and email us.

If delivery is refused

• For orders shipped from our international workshop, the parcel can't be recovered. In this case, we can't offer a refund or a free replacement.

• For orders shipped from our warehouse in Spain, the courier charges us an extra fee for the return, which will be passed on to you. This fee must be paid before the item is reshipped, or it will be deducted from your refund.

If your order is lost in transit, we'll give you a full refund or produce the kit again free of charge.

Is something in your order faulty?

Mistakes and accidents happen. Send us a photo of the fault at info@pintarnumeros.com.

If your item is faulty (for example, a torn canvas), we'll offer a free replacement or refund the order amount.

Please explain clearly what's wrong with the item. Each case is assessed individually, and if the buyer isn't at fault we'll send a replacement or issue a full refund.

An item is considered faulty when the problem prevents you from using the product or finishing the painting, such as a torn canvas, leaking paint or a frame damaged in transit. Small dents in the canvas from transport can usually be fixed by ironing or stretching it. We'll assess these cases and decide whether a replacement or refund applies.

If your kit was shipped in a box and the box is damaged, this is not grounds for a refund.

If any numbers aren't clearly visible, we can send you a PDF guide so you can finish your painting.

Cancellations

If you'd like to cancel your order, email us within 12 hours of placing it.

After that, your order may already have shipped and we can't recall it. In that case, you'll need to wait for delivery and then return it.

Any other problem?

📧 Email us at info@pintarnumeros.com or use our contact page. Please describe the issue in as much detail as possible, and feel free to send photos.