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Política de reembolso

1. Return Eligibility

At Tinta Canvas, we want you to be happy with your purchase. If for any reason you change your mind, we accept returns within 30 days of delivery for items that are unused, in their original condition, and in their original packaging. All returns must be for products purchased directly from Tinta Canvas. 

Please note, the following items cannot be returned:

  • Custom paint by numbers kits (unless they arrive defective)
  • Gift cards
  • Clearance or final sale items offered at reduced prices

2. Returns & Refunds Process

  • To initiate a return, please email our Customer Support team at support@tintacanvas.com with your order details. If your order is still in transit, we kindly ask that you accept the delivery first—we’ll then provide instructions to complete the return process.
  • Returns are accepted within 30 days of delivery. We will provide you with a prepaid return label by email (additional fees may apply for shipments from Alaska, Hawaii, and Puerto Rico).
  • For international orders, customers are responsible for covering return shipping costs.
  • Once your return is received and inspected, we will process your refund to the original payment method within 5-10 business days. We recommend keeping your tracking number or receipt until your refund is confirmed.

3. Exchanges

Need a different item? Just email support@tintacanvas.com and we’ll help with the exchange process.

4. Order Cancellations

You may cancel your order within 12 hours—just contact us with the subject line CANCEL ORDER and your order number. Please note that we cannot cancel orders that have already shipped or custom kits that are in production.

5. In-Transit Issues

All Tinta Canvas orders include free package protection. If your order is lost or arrives damaged, we’ll replace it or offer store credit, depending on the situation—just contact us. Note: Damage to the outer packaging does not qualify for a refund or replacement if the product inside is safe and intact.

Incorrect or Incomplete Orders:

If your order arrives incorrect or incomplete, we’ll make it right by sending you a replacement at no additional cost. Examples include:

  • Receiving the wrong product
  • Incorrect specifications (e.g., ordered a framed canvas but received a rolled one)
  • Missing accessories

Important Notes:

  • Paint coverage can vary depending on the color. If you run out, we’re happy to provide additional paint free of charge upon request; however, refunds cannot be issued for this reason.
  • Minor dents in the canvas from shipping can usually be fixed by stretching or gently ironing the material. In the rare case of severe damage, we will send a replacement canvas.

What if my tracking shows ‘Delivered’ but I haven’t received my order?

If the carrier marks your package as delivered but you haven’t received it, please note that once a package is marked as delivered by the carrier, responsibility transfers to the recipient. However, we’re happy to assist with carrier inquiries whenever possible. We recommend ensuring your shipping address is secure and monitored to prevent such issues.

What if my order is delayed?

Please be aware that shipping delays caused by carriers or events beyond our control (force majeure) are not the responsibility of Tinta Canvas. The delivery timeframes listed on our website are estimates and may vary. While we cannot offer compensation for such delays, we will do our best to assist you and keep you informed until your order arrives.

What if I provided the wrong shipping address?

If your order contains an incorrect or incomplete shipping address, Tinta Canvas cannot be held responsible for lost or undelivered packages. Please contact us immediately after placing your order—if it hasn’t shipped yet, we may be able to update the address for you.

6. Can I return a custom kit?

Custom kits are eligible for a refund or replacement only if they arrive damaged or contain a manufacturing defect. They cannot be returned due to personal preference or if our photo submission guidelines were not followed. As with all paint by numbers made from photos, they are not exact replicas—variations in color and detail are to be expected.

If you’re not happy with the result, don’t worry—just send us photos of the issue. Our team will review your case, prepare a revised sample if necessary, and once approved, ship a replacement at no additional cost.

7. Customer Support

Our friendly and dedicated support team is here to help with any questions about your order, our products, or our policies. We want your painting journey to be as smooth, enjoyable, and inspiring as possible. You can reach us anytime at support@tintacanvas.com.

8. Final Notes

By placing an order with Tinta Canvas, you agree to the terms and conditions outlined in this policy. We truly appreciate your understanding and cooperation as we work to provide you with the highest quality products and exceptional service.

Thank you for choosing Tinta Canvas—we’re excited to help bring your creative vision to life.