Return & Refund Policy

Thank you for shopping with Paintora. This Return & Refund Policy explains the conditions that apply to returns, refunds, exchanges, damaged items, and order cancellations.

Please review this policy before making a purchase or submitting a return request.

1. Return Period

Eligible products may be returned within 30 days after the date of confirmed delivery.

To be considered for a return:

• The return request must be submitted within 30 days of delivery.

• The product must be unused, unopened where applicable, and in substantially the same condition in which it was received.

• The product must include its original packaging, labels, accessories, manuals, components, and promotional items.

• Proof of purchase, such as the order number or order confirmation email, must be provided.

• The product must be shipped within the period stated in the return instructions issued by Paintora.

Products returned after the applicable deadline or without the required contents may be rejected or may qualify only for a partial refund, where permitted by law.

2. Art Supplies and Non-Returnable Products

Because many art materials are consumable, perishable, safety-sensitive, or unsuitable for resale after opening, the following products are generally not eligible for return once opened, used, tested, mixed, altered, sharpened, cut, or removed from sealed packaging:

• Paints, inks, dyes, pigments, mediums, and varnishes

• Markers, pens, pencils, charcoal, pastels, and drawing materials

• Clay, resin, casting materials, powders, and molding compounds

• Glues, adhesives, sealants, solvents, cleaners, and chemical products

• Aerosol products, spray products, liquids, gels, and powders

• Brushes, palette knives, tools, or accessories showing signs of use

• Paper, canvas, boards, fabric, or materials that have been cut, stretched, marked, folded, painted, or otherwise altered

• Products that cannot be safely or hygienically resold after opening

The following products are also generally non-returnable:

• Gift cards, except where refunds are required by law

• Customized, personalized, engraved, or made-to-order products

• Clearance or final-sale products that were clearly identified as final sale before purchase

• Digital products or downloadable content after access or delivery

• Products damaged through misuse, improper storage, accidents, unauthorized modification, or failure to follow product instructions

• Products missing packaging, parts, accessories, or included materials

These exclusions do not apply when a product arrives damaged, defective, materially different from its description, or when applicable law requires a return or remedy.

3. Requesting a Return

Before returning a product, contact Paintora at:

Email: abroylwviaxorle@gmail.com

Your request should include:

• Your full name

• Your order number

• The product you wish to return

• The reason for the return

• Photographs or video when the product is damaged, defective, incomplete, or incorrect

If the return is approved, we will provide return instructions and, where applicable, a Return Authorization number.

Do not return products to the address shown on the shipping label or package without first receiving return instructions. The original sender, supplier, fulfillment center, or carrier address may not be authorized to accept customer returns.

Returns sent without authorization, sent to an incorrect address, sent after the applicable deadline, or sent using instructions not provided by Paintora may be delayed, refused, or returned to the sender.

4. Return Shipping Costs

Unless the return is caused by a verified Paintora error, customers are responsible for:

• Return shipping charges

• Packaging costs

• Insurance or tracking costs

• Duties, taxes, customs charges, or other return-related fees

• The risk of loss or damage while the return is in transit

We strongly recommend using a trackable shipping service and keeping the shipping receipt until the return and refund have been completed.

Paintora is not responsible for return packages that are lost, damaged, delayed, misdirected, or delivered to an unauthorized address.

When we verify that the product was damaged on arrival, defective, incomplete, or incorrectly shipped, we may provide a prepaid return label, reimburse reasonable return shipping costs, or provide another appropriate remedy.

5. Inspection of Returned Products

All returned products are inspected after receipt.

A return may be rejected or a refund may be reduced when:

• The product shows signs of use, testing, alteration, contamination, or improper handling.

• Packaging, labels, accessories, manuals, components, or promotional items are missing.

• The product was damaged after delivery.

• The returned product does not match the product originally purchased.

• The product was not packaged adequately for return shipping.

• The return does not meet the requirements of this policy.

We may request additional information or photographs when necessary to evaluate the return.

6. Refunds

If a return is approved after inspection, the eligible refund will be issued to the original payment method used for the purchase.

We generally aim to process approved refunds within 10 business days after completing the inspection. The time required for the refund to appear in your account may vary depending on your bank, card issuer, payment processor, or financial institution.

Paintora does not control processing delays caused by banks, payment processors, or card providers.

Unless otherwise required by law, the following amounts are generally non-refundable:

• Original shipping charges

• Expedited shipping charges

• Return shipping charges

• Customs duties, import taxes, and brokerage fees

• Gift-wrapping or optional service charges

Original shipping charges may be refunded when the return results from a verified Paintora error, an incorrect product, or a qualifying damaged or defective product.

Approved refunds will not normally be issued as store credit unless the customer agrees to receive store credit or the original payment method is unavailable and another method is legally permitted.

7. Damaged, Defective, Incorrect, or Incomplete Products

Inspect your order promptly after delivery.

If a product arrives damaged, defective, incomplete, or different from the product ordered, contact us within 7 days after delivery at:

abroylwviaxorle@gmail.com

Please include:

• Your order number

• A description of the issue

• Clear photographs of the product

• Photographs of the shipping package and label

• Photographs of any damaged packaging

• Photographs showing missing or incorrect components, where applicable

Keep the product and all original packaging until the claim has been reviewed. Do not discard, repair, alter, use, or return the product unless instructed to do so.

Depending on the circumstances and product availability, Paintora may offer:

• A replacement product

• Replacement parts

• A partial refund

• A full refund

• Another remedy required by applicable law

The appropriate resolution will be determined after reviewing the information provided. Submitting a claim does not automatically guarantee a particular remedy.

The 7-day reporting period helps us investigate shipping and fulfillment issues promptly. It does not limit rights that cannot legally be limited under applicable law.

8. Exchanges

We generally provide direct exchanges only when a product is:

• Damaged on arrival

• Defective

• Incorrectly shipped

• Missing essential components

For preference-based changes, such as selecting a different color, size, style, design, or product, customers may be required to return the eligible product and place a new order.

Replacement products are subject to availability. If a replacement is unavailable, we may issue an eligible refund instead.

9. Order Cancellations and Changes

Order cancellation or modification requests must be submitted as soon as possible after purchase.

Contact:

abroylwviaxorle@gmail.com

Please include your order number and the requested change.

Submitting a cancellation or modification request does not guarantee that the order can be changed or canceled. Orders may enter processing, fulfillment, or shipment shortly after they are placed.

Once processing or fulfillment has started, we may be unable to:

• Cancel the order

• Change the shipping address

• Change the product, color, quantity, or variation

• Add or remove products

• Combine separate orders

If an order can no longer be canceled, the customer may request a return after delivery, subject to this policy.

If Paintora cannot ship an order within the promised shipping period, we will handle the delay, cancellation, and refund in accordance with applicable law.

10. Incorrect or Incomplete Shipping Addresses

Customers are responsible for reviewing and providing a complete and accurate:

• Recipient name

• Street address

• Apartment, suite, or unit number

• City, state, and postal code

• Telephone number and email address, where requested

Paintora is not responsible for delivery problems caused by incorrect, incomplete, outdated, or undeliverable information provided by the customer.

If an order is returned because of an address error, refused delivery, failure to collect the package, or another customer-related delivery issue, we may offer:

• Reshipment after payment of additional shipping charges, or

• A refund of the eligible product price after deducting non-refundable shipping and return-related costs

Reshipment and refunds are subject to product availability, package condition, carrier charges, and applicable law.

11. Packages Marked as Delivered

If tracking information shows that a package was delivered but it cannot be located:

1. Check the delivery area, mailbox, reception desk, mailroom, parcel locker, building entrance, and other secure locations.

2. Ask household members, neighbors, building staff, or reception personnel whether they accepted the package.

3. Confirm that the shipping address on the order is correct.

4. Contact the shipping carrier for delivery details or proof of delivery.

5. Contact Paintora with your order number and the carrier’s response.

We will provide reasonable assistance where possible. However, a replacement or refund is not automatically guaranteed solely because a carrier’s tracking record shows delivery and the customer cannot locate the package.

Claims involving suspected theft, unauthorized collection, or loss after confirmed delivery may require a carrier claim, police report, sworn statement, or other supporting documentation.

Nothing in this section limits remedies required by applicable law.

12. Refused and Unclaimed Deliveries

Orders that are refused, unclaimed, abandoned, or returned because the customer did not respond to carrier delivery attempts will not automatically qualify for a full refund.

After the package is returned and inspected, any eligible refund may exclude:

• Original shipping charges

• Return shipping charges

• Carrier surcharges

• Customs charges

• Handling costs incurred because of the refused or unclaimed shipment

If the returned product is damaged, opened, incomplete, or no longer suitable for resale, the refund may be reduced or denied where permitted by law.

13. International Returns

When international shipping is available:

• Customers are responsible for return shipping costs unless the return results from a verified Paintora error.

• Customs duties, import taxes, brokerage fees, and similar government or carrier charges are generally non-refundable.

• Customers are responsible for ensuring that the return complies with applicable customs and shipping regulations.

• Certain paints, chemicals, aerosols, solvents, adhesives, liquids, powders, resins, and other regulated materials may not be eligible for international return shipping.

Do not ship restricted or hazardous materials without receiving written return instructions.

14. Product Color and Appearance

Product photographs are provided to represent products as accurately as reasonably possible. However, colors and appearance may vary because of:

• Screen and display settings

• Lighting conditions

• Photography

• Manufacturing batches

• Natural material variations

• Packaging or design updates

Minor variations that do not materially affect the product’s function or description may not qualify as defects.

15. Promotional Offers and Bundles

When a product was purchased as part of a bundle, set, gift-with-purchase offer, or promotional discount, all included products and promotional items may need to be returned to receive a full refund.

If part of a bundle is kept, the refund may be recalculated based on the regular or adjusted price of the retained products.

Discount codes, promotional credits, and expired offers are not normally reissued after a return or cancellation unless required by the terms of the promotion or applicable law.

16. Abuse of the Return Process

Paintora may refuse returns or limit future transactions where there is reasonable evidence of:

• Return fraud

• Repeated return abuse

• Product substitution

• False damage claims

• Altered documentation

• Returning used products as unused

• Returning products not purchased from Paintora

• Intentional damage or misuse

Any decision under this section will be made based on available order, return, payment, carrier, and product information and will remain subject to applicable law.

17. Policy Changes

Paintora may update this Return & Refund Policy from time to time.

The policy in effect on the date of purchase will generally apply to that order, unless a change is required by law or the updated policy provides the customer with more favorable terms.

18. Applicable Consumer Rights

This policy is intended to describe Paintora’s standard return and refund procedures. It does not exclude, restrict, or waive any consumer right, warranty, remedy, or obligation that cannot legally be excluded, restricted, or waived.

If any provision of this policy conflicts with applicable law, the applicable law will control, and the remaining provisions will continue to apply to the extent permitted.

19. Contact Information

For return, refund, exchange, cancellation, or damaged-product questions, contact:

Paintora
Website: https://paintora.us
Email: abroylwviaxorle@gmail.com

We generally aim to respond within 1–2 business days, Monday through Friday, excluding public holidays. Response times are estimates and may vary depending on inquiry volume and the nature of the request.