Return & Refund Policy

Last updated: September 17, 2026

At PaintMySoul, most of our products are custom-made, personalized, or created to order based on photos and information provided by our customers. Because these products are made specifically for you, different return and cancellation rules apply to customized products and standard non-custom products.

Please review this policy carefully before placing your order.

1. Customized & Personalized Products

Customized, personalized, and made-to-order products are generally final sale and are not eligible for return or exchange due to a change of mind.

This includes, but is not limited to:

• Custom watercolor portraits
• Custom acrylic paintings
• Personalized pet portraits
• Custom car, house, couple, family, wedding, and memorial portraits
• Personalized mugs
• Custom ceramic plates and ring dishes
• Personalized keepsakes and commemorative products
• Personalized photo gifts
• Other products created or modified specifically for your order

Because these products are created using your photos, names, selections, designs, or other personal information, they usually cannot be resold.

This does not affect your rights if an item arrives damaged, defective, incorrect, or materially different from the approved design.

2. Order Cancellations

If you need to cancel or change your order, please contact us as soon as possible after placing the order.

We will do our best to cancel orders that have not yet entered the artwork, customization, or production process.

Once artwork preparation, customization, or physical production has begun, cancellation may no longer be possible because work has already started specifically for your order.

3. Artwork Proofs & Revisions

For products that include an artwork preview or proof, we may send you a digital preview before final production.

Where revisions are included, you may request reasonable changes before approving the final artwork.

Please review proofs and respond promptly. Delayed approval or multiple revision requests may extend the production and delivery timeline.

Once the final design has been approved and final production has begun, the order generally cannot be canceled.

4. Damaged, Defective, or Incorrect Items

Please contact us within 7 days of delivery if:

• Your item arrives damaged
• You received the wrong product
• Your personalized information was produced incorrectly
• The product has a manufacturing defect
• The finished customization is materially different from the approved design

Please include your order number, a description of the issue, clear photos or videos showing the problem, and photos of the packaging where relevant.

After reviewing the issue, we may provide an appropriate solution, including a remake, replacement, correction, partial refund, or full refund. The appropriate solution will depend on the circumstances of the order.

If the issue was caused by us, you will not be required to pay additional approved replacement shipping charges.

5. Customer-Provided Information

Customers are responsible for reviewing all information submitted with their order, including names, dates, text, reference photos, product options, colors, sizes, shipping addresses, and other personalization details.

If an item is produced correctly according to information submitted or approved by the customer, we generally cannot provide a free replacement or refund for customer-submitted errors.

If you notice an error after ordering, please contact us as soon as possible. We will try to correct it before production begins, but changes cannot be guaranteed once work has started.

6. Handmade Variations

Our products are hand-painted and handmade. Small differences in brushwork, color, texture, linework, positioning, or other artistic details may naturally occur.

These minor handmade variations are part of the character of the artwork and are not considered defects, provided the finished product reasonably reflects the approved design and ordered specifications.

7. Non-Custom Products

For eligible products that are not customized, personalized, made-to-order, digital, or marked final sale, we accept return requests within 30 days after delivery.

To qualify for a return, the item must be unused, unworn where applicable, in its original condition, returned with original packaging where reasonably possible, and accompanied by proof of purchase.

Please contact us before returning any product. Do not send an item back to the original shipping address, our business registration address, or any address shown on your payment statement. The correct return address will be provided by email after your return request is reviewed and approved.

8. Return Shipping Costs

For eligible non-custom returns caused by a change of mind, the customer is responsible for return shipping costs. We recommend using a trackable shipping service.

If the product is confirmed to be damaged, defective, or incorrect due to an error on our part, we will cover reasonable approved return or replacement shipping costs where necessary.

Original shipping charges, where applicable, are generally non-refundable unless required by law or the return is due to our error.

9. No Restocking Fee

We do not charge a restocking fee for approved eligible returns.

10. Digital Products & Files

Digital products and files delivered electronically cannot be physically returned.

Once a digital file has been delivered or accessed, it is generally non-refundable except where the wrong file was delivered, the file is defective or unusable, the delivered file does not match the approved order, or a refund is otherwise required by applicable law.

If there is a problem with a digital order, please contact us and we will work with you to resolve it.

11. Refunds

Once a refund has been approved, it will be issued to the original payment method.

We generally process approved refunds within 2–3 business days.

After we issue the refund, your bank, card issuer, PayPal, or other payment provider may require additional processing time. Depending on the provider, it may take up to 10 business days for the refund to appear in your account.

We cannot control processing times imposed by banks or payment providers.

12. European Union Customers

Customers in the European Union may have statutory withdrawal rights for eligible distance purchases under applicable consumer protection laws.

However, these rights may not apply to products that are made to the customer's specifications, clearly personalized, or custom-made specifically for the customer.

Therefore, many PaintMySoul customized and personalized products may be exempt from the standard withdrawal period where permitted by applicable law.

Eligible non-custom products remain subject to applicable statutory consumer rights. Nothing in this policy is intended to limit consumer rights that cannot legally be excluded.

13. Final Sale Items

Customized, personalized, made-to-order, digital, or otherwise clearly marked Final Sale products are not eligible for ordinary returns or exchanges because of change of mind, ordering the wrong size or option, no longer wanting the item, personal preference after production, or minor handmade artistic variations.

Final Sale status does not affect your rights if an item is damaged, defective, incorrect, or if applicable law provides otherwise.

14. Exchanges

Because most of our products are personalized, we generally do not offer traditional exchanges for customized products.

If we made an error with your order or the product arrived damaged or defective, please contact us so we can arrange an appropriate replacement or correction.

15. Return Address

Please do not return products to our business registration address, the original shipping address, or any address shown on your payment statement unless we specifically instruct you to do so.

Return locations may vary depending on the product and fulfillment location. Please contact us first. After your request is reviewed, we will provide the correct return instructions and return address by email.

16. Contact Us

For cancellations, returns, damaged products, refunds, or other order-related questions, contact:

Operating Company: Fuzhou Shiji Technology Co., Ltd.
Business Address: Room 1907-1, Building A, Fukang Building, No. 10 Xingang Avenue, Shangjie Town, Minhou County, Fujian Province, China
Phone: +86 180 6051 6512
Email: support@paintmysoul.com

Please include your order number whenever possible so we can assist you more quickly.