Refund policy
Last updated: July 28, 2026
Thank you for shopping at Paint Calmly. This Return and Refund Policy explains the conditions and procedures applicable to returns, refunds, replacements, and order cancellations.
30-Day Return and Claim Period
Customers may request an eligible return, refund, or replacement within 30 calendar days after the delivery date shown in the shipping carrier’s tracking information.
This 30-day period applies to:
- Change-of-mind returns
- Damaged products
- Defective products
- Incorrect products
- Incomplete orders
- Missing components
- Packages marked as delivered but not received
Requests submitted after the applicable 30-day period may not be eligible, except where additional rights are required by law.
Change-of-Mind Returns
Eligible non-personalized products may be returned within 30 calendar days after delivery.
To qualify for a change-of-mind return, the product must be:
- Unused
- Unopened
- In its original condition
- In its original packaging
- Complete with all paints, brushes, accessories, instructions, components, and promotional items originally included
Paint containers, sealed components, and other product materials must remain unopened.
Products that have been painted, assembled, altered, washed, damaged, or partially used are not eligible for a change-of-mind return.
How to Request a Return
Before sending a product back, contact us at support@paintcalmly.com and provide:
- Your full name
- Your order number
- The product you wish to return
- The reason for the return
- Photographs of the product and packaging, when requested
After reviewing your request, we will provide return authorization and return instructions.
Do not send a return without authorization. Products sent without authorization or to an address not provided by our customer support team may not be accepted or refunded.
The authorized return location may differ from the address displayed on the original package or from our corporate address because products may be processed by different fulfillment facilities.
Return Shipping Costs
Paint Calmly provides free return shipping within the United States for approved and eligible returns.
When return shipping is covered by Paint Calmly, we will provide a prepaid return label or another prepaid return method.
The customer must follow the return instructions and deliver the package to the designated shipping carrier within the period stated in the return authorization.
Free return shipping does not apply when:
- A product is returned without authorization
- A package is sent to an unauthorized address
- A return is submitted outside the applicable return period
- The returned product does not meet the eligibility requirements
- An order was returned because the customer provided an incorrect or incomplete address
- The customer refused delivery
- The customer failed to collect the package
- Delivery failed because the recipient was unavailable
- The customer requests a reshipment after an address-related delivery failure
Paint Calmly does not charge a restocking fee for approved and eligible returns.
Custom and Personalized Products
Custom and personalized products are created specifically using the photograph, image, information, size, or other selections provided by the customer.
Because personalized products cannot ordinarily be resold, they are not eligible for change-of-mind returns, cancellations, exchanges, or refunds after production has begun.
Custom and personalized products are not refundable because of:
- A change of mind
- Personal preference
- Selection of the wrong photograph
- Dissatisfaction with the original image submitted by the customer
- Failure to follow the photograph submission guidelines
- Expected differences resulting from the selected canvas size
- Minor differences between screen colors, reference photographs, printed materials, paints, and completed artwork
- Reasonable artistic adjustments required to convert a photograph into a numbered painting design
However, personalized products remain eligible for review within 30 calendar days after delivery if they:
- Arrive damaged
- Have a manufacturing defect
- Are incomplete
- Contain incorrect components
- Are materially different from the order submitted by the customer
- Contain an error caused by Paint Calmly or its fulfillment partner
- Are lost during shipment
Depending on the circumstances, Paint Calmly may provide replacement components, reproduce the product, send a replacement, issue a partial refund, or issue a full refund.
Damaged, Defective, Incorrect, or Incomplete Orders
If a product arrives damaged, defective, incorrect, or incomplete, contact us within 30 calendar days after delivery at support@paintcalmly.com.
Please provide:
- Your full name
- Your order number
- A description of the problem
- Clear photographs of the product
- Photographs of the internal and external packaging
- A photograph of the shipping label
- Photographs showing the damage, defect, incorrect product, or missing components
Please keep the product, packaging, shipping label, and all included components until the claim has been reviewed.
Damage limited to the external shipping package does not necessarily qualify for a refund or replacement when the product itself is complete, undamaged, and usable.
After reviewing the claim, Paint Calmly may provide:
- Replacement components
- A replacement product
- A partial refund
- A full refund
- Another appropriate resolution agreed upon with the customer
Approved replacement products and corrective shipments will be provided at no additional cost.
Lost Orders
The estimated processing and delivery periods are described in our Shipping Policy.
A package is not automatically considered lost because tracking updates are delayed or because delivery has not occurred by the end of the estimated delivery period.
If an order has not arrived after the estimated delivery period, contact us at support@paintcalmly.com. We will review the tracking history and, when appropriate, open an investigation with the shipping carrier or fulfillment partner.
If a shipping carrier or fulfillment partner confirms that a package was lost in transit, Paint Calmly will provide:
- A replacement shipment at no additional cost; or
- A refund to the original payment method
When an order has no confirmed delivery date, a lost-order claim should be submitted within 30 calendar days after the end of the estimated delivery period described in our Shipping Policy.
Packages Marked as Delivered
If tracking shows that a package was delivered but it cannot be located, contact us within 30 calendar days after the tracking delivery date.
Before contacting us, please:
- Confirm that the shipping address entered during checkout is correct.
- Check entrances, porches, mailrooms, reception areas, parcel lockers, garages, and other safe delivery locations.
- Ask household members, neighbors, building employees, or reception personnel whether they accepted the package.
- Contact the shipping carrier for additional delivery information.
We will review the available tracking and delivery information and may open an investigation with the carrier or fulfillment partner.
A replacement or refund may be provided when the available evidence indicates that the package was lost, stolen before confirmed receipt, or delivered incorrectly.
Claims involving valid proof of delivery to the complete and accurate address provided during checkout will be reviewed individually. Valid tracking marked as delivered does not automatically guarantee approval or denial of a claim.
Returned-to-Sender Orders
A package may be returned to the sender or fulfillment facility because of:
- An incorrect or incomplete shipping address
- An unavailable recipient
- Refusal of delivery
- Failure to collect the package
- Repeated failed delivery attempts
- A delivery restriction associated with the address
- Another circumstance caused by the recipient
After the returned package has been received and verified, the customer may request:
- Reshipment after paying any applicable additional shipping costs; or
- A refund for the returned eligible products, less actual and non-recoverable shipping costs caused by the failed delivery
No shipping cost will be deducted when the return was caused by an error by Paint Calmly, its fulfillment partner, or the shipping carrier.
Import duties, import taxes, customs clearance charges, and brokerage fees covered by Paint Calmly under our Shipping Policy will not be charged separately to the customer.
Order Cancellations
To request an order cancellation, contact us at support@paintcalmly.com as soon as possible after placing the order.
We will make reasonable efforts to cancel an order before production or fulfillment begins. However, cancellation is not guaranteed after:
- Production has begun
- A personalized design has been prepared
- The order has been packaged
- The order has been transferred to a shipping carrier
- The package is already in transit
When cancellation is approved before production or shipment, a full refund will be issued to the original payment method.
Orders that have already been shipped cannot ordinarily be canceled. Eligible non-personalized products may be returned after delivery in accordance with this policy.
Shipping Delays Before Shipment
Paint Calmly makes reasonable efforts to process orders within the period stated in our Shipping Policy.
If we cannot ship an order within the promised processing period, we will provide the customer with an updated estimated shipping date.
For merchandise that has not yet shipped, the customer may:
- Accept the revised shipping date; or
- Cancel the affected order and receive a full refund to the original payment method
If the customer does not consent to a material shipping delay, the affected unshipped merchandise will be canceled and refunded as required by applicable law.
Promotional and Bundled Orders
When an order includes a promotion requiring the purchase of multiple products or includes a complimentary product, all items associated with the promotion may need to be returned to receive a full refund.
If the customer keeps part of a promotional order, the refund may be recalculated based on the price that would have applied to the retained products without the promotion.
Complimentary products, gifts, and promotional items must be returned unused and unopened when they were included as part of the purchase being refunded.
This section does not reduce the remedies available for damaged, defective, incorrect, incomplete, or lost products.
Return Inspection
After an authorized return is delivered, the product will be inspected to confirm that it meets the eligibility requirements described in this policy.
A change-of-mind refund may be denied or reduced when the returned product:
- Has been opened or used
- Has been painted, assembled, altered, or washed
- Was damaged after delivery
- Is missing components, accessories, paints, brushes, instructions, or packaging
- Is materially different from the product originally delivered
- Was returned without authorization
- Was sent to an unauthorized return address
- Does not otherwise meet the requirements of this policy
We will notify the customer by email after the return has been reviewed.
These restrictions do not apply when a product is returned because of a verified manufacturing defect, shipping damage, incorrect item, or fulfillment error.
Refund Amount
For an approved change-of-mind return, the refund generally includes:
- The amount paid for the eligible returned product
- Any applicable sales tax associated with the refunded product
Original shipping charges, when applicable, are not refundable for change-of-mind returns.
When a refund results from a damaged, defective, incorrect, incomplete, or lost order, an approved full refund will include the amount paid for the affected product and any original shipping charge specifically paid for that product.
No import duty, import tax, customs clearance charge, or brokerage fee will be deducted from an approved refund when those charges were the responsibility of Paint Calmly under our Shipping Policy.
Refund Method and Processing Time
Approved refunds are issued to the original payment method used to place the order.
Paint Calmly will normally issue an approved refund within 5 business days after:
- An eligible returned product has been received and inspected
- An eligible cancellation has been approved
- A carrier or fulfillment partner has confirmed that a package was lost
- A refund has otherwise been approved without requiring a return
After the refund is issued, the customer’s bank, card issuer, or payment provider may require additional time to post the funds to the customer’s account.
The time required for the funds to appear depends on the customer’s financial institution and is outside Paint Calmly’s direct control.
Refunds cannot ordinarily be redirected to a different card, bank account, or payment method.
Exchanges
Paint Calmly does not ordinarily process direct exchanges for change-of-mind returns.
Customers may return an eligible non-personalized product under this policy and place a new order for the preferred product.
This limitation does not apply to approved replacements for products that arrive damaged, defective, incorrect, incomplete, or are confirmed as lost.
Requests That May Be Denied
A return, replacement, or refund request may be denied when:
- The request is submitted outside the applicable 30-day period
- The product is not eligible for a change-of-mind return
- A custom or personalized product has no verified defect, damage, fulfillment error, or material discrepancy
- The product was used, altered, painted, assembled, or damaged after delivery
- Required information or reasonable evidence is not provided
- A returned package does not contain the product originally delivered
- The claim contains altered, false, fraudulent, or materially inconsistent information
Any denial will be communicated using the email address associated with the order.
Nothing in this section limits rights that cannot legally be excluded under applicable consumer protection laws.
Payment Disputes
Customers are encouraged to contact us at support@paintcalmly.com so that we can review and attempt to resolve an order issue directly.
Nothing in this policy prevents a customer from exercising rights available through their bank, card issuer, payment provider, Shopify, or applicable law.
Policy Abuse
Paint Calmly may deny requests involving fraudulent returns, altered evidence, repeated false claims, substituted products, or other abusive conduct.
This provision does not affect legitimate claims or rights protected by applicable law.
Changes to This Policy
We may update this Return and Refund Policy to reflect changes in our operations, services, fulfillment procedures, or legal obligations.
The version applicable to an order will generally be the version published when the order was placed, unless a later change is required by law or is more favorable to the customer.
Contact Information
Questions and requests concerning returns, cancellations, replacements, or refunds may be directed to:
Paint Calmly
MRS NEGOCIOS DIGITAIS LLC
911 E Atlantic Blvd, Ste 101
Pompano Beach, FL 33060
United States
Email: support@paintcalmly.com
Phone: +1 641-705-8487
