Widerrufsrecht
At Tinta Canvas, we want you to feel confident when you shop with us. If there's a problem with your order, we'll do our best to make it right.
Every request is reviewed individually, and we'll always look for a fair solution. Depending on the situation, that may be a replacement, store credit, or a refund.
30-Day Return Policy
You can request a return within 30 days of receiving your order.
To be eligible for a return, your item must:
- Be unused and unopened.
- Be in its original packaging.
- Include all original contents.
- Be in resalable condition.
To start a return, email support@tintacanvas.com with your order number. We'll let you know the next steps if your return is eligible.
Please don't send items back without contacting us first, as this may delay or prevent your return from being processed.
Items That Can't Be Returned
Some products are made especially for you or can't be resold after they've been opened.
Because of this, we can't accept returns for:
- Custom Paint by Numbers Kits
- Personalized products
- Opened paint kits
- Used or partially completed kits
- Digital products
- Gift cards
Damaged, Defective, or Incorrect Items
We carefully check every order before it ships. If your order arrives damaged, defective, missing parts, or isn't what you ordered, please let us know within 30 days of delivery.
Email support@tintacanvas.com and include:
- Your order number
- A short description of the issue
- Clear photos of the item and its packaging
Once we review your request, we'll let you know the best solution. This may be replacement parts, a replacement product, store credit, or a refund.
In many cases, sending a replacement is the quickest way to resolve the problem.
Missing Parts
Missing a brush, paint pots, reference sheet, hanging hardware, or another item from your kit?
Just let us know within 30 days of delivery, and we'll send the missing parts at no additional cost.
Unlimited Paint Guarantee
If you run out of paint before your artwork is finished, we've got you covered.
Email support@tintacanvas.com with your order number and the paint color numbers you need, and we'll send more paint free of charge.
This guarantee covers normal use while completing your painting. It doesn't apply to paint that has been intentionally damaged, lost, or used excessively.
Lost Packages
All orders include tracking.
If your package is confirmed lost during shipping, we'll work with the carrier and arrange an appropriate solution.
If your tracking shows Delivered but you can't find your package, please contact us as soon as possible. We'll help investigate the delivery and guide you through the next steps.
Order Cancellations
We start processing orders shortly after they're placed, so cancellation requests should be made as soon as possible.
We'll always do our best to help, but once an order has entered production, fulfillment, or shipping, it may no longer be possible to cancel it.
Because Custom Paint by Numbers Kits are made specifically for each customer, they can't be cancelled after production has started.
Exchanges
We don't offer direct exchanges.
If you'd like a different product, contact our support team before placing a new order. We'll be happy to help you choose the best option.
Return Shipping
If you're returning an item for a reason other than our mistake or a confirmed product defect, you'll be responsible for the return shipping cost.
Shipping charges paid when placing your order aren't refundable.
We recommend using a tracked shipping service, as we can't be responsible for returns that are lost or damaged while being shipped back to us.
Refunds
Once we receive and inspect your returned item, we'll email you with an update.
If your refund is approved, it will be sent to your original payment method.
Most approved refunds are processed within 10 business days after we've inspected the returned item. Your bank or payment provider may take a little longer to complete the transaction.
If we've already resolved the issue by providing a replacement, replacement parts, store credit, or another agreed solution, an additional refund won't be issued for the same claim.
Our Promise
Every order from Tinta Canvas is backed by:
- 30-Day Return Policy
- Unlimited Paint Guarantee
- Support for damaged, defective, missing, or incorrect items
- Tracked Shipping on Every Order
- Fair & Transparent Resolution Process
If something isn't right with your order, we'll take the time to review the situation and work toward a fair solution.
Whether that means sending replacement parts, replacing your kit, correcting an order issue, or providing another appropriate resolution, our support team is here to help every step of the way.
Need Help?
If you have any questions about this policy or your order, we're always happy to help.
Email: support@tintacanvas.com