1. Custom Orders & Final Sale
Due to the bespoke, personalized nature of our hand-painted artwork, all orders are final once the painting process has started.
We do not accept returns, exchanges, or refunds for reasons including but not limited to:
Change of mind
Personal preference
Misjudgment of size, color, or style
Ordering errors made by the customer
No returns or refunds will be approved after you have given final approval on the completed artwork.
2. Design Approval Process
To ensure full satisfaction, we follow a clear multi-step approval process:
Mock-up Approval: We will send a digital mock-up for your confirmation before our artists begin painting.
Final Preview: Once finished, we will send high-resolution photos of the completed artwork for your final review.
Reasonable Adjustments: Minor adjustments are available during the preview stage.
Final Confirmation: Once you provide written approval for shipping, your order becomes final and non-refundable.

3.Damaged, Incorrect, or Non-Conforming Orders

Please inspect your order upon delivery. If your item arrives damaged, you receive the wrong item, or the finished item is materially different from the final approved design, please contact us at support@paintmysoul.com within 7 days of delivery.

Please provide:

• Your order number
• Clear photographs of the entire item and the damaged or incorrect area
• Photographs of the external and internal packaging
• Photographs of the shipping label and any visible package damage

Please keep the item and all original packaging until your claim has been reviewed. Do not return the item unless we provide return instructions.

After reviewing the claim, we will offer an appropriate solution depending on the circumstances. This may include correction, repainting, replacement, reshipment, a partial refund, or a full refund.

If the issue was caused by shipping damage or an error on our part, we will cover the applicable replacement or return shipping costs.

Requests submitted after 7 days may be more difficult to verify with the shipping carrier. However, this reporting period does not limit any rights you may have under applicable consumer law.
4. Shipping Costs
If the return/replacement is due to our mistake or shipping damage, we cover all related shipping costs.
In all other cases, the customer is responsible for return shipping, tracking, and insurance fees.
We are not liable for any items lost or damaged during return transit.
5. Refund Processing
Once a refund is approved, it will be processed to your original payment method within 10 business days.
Please allow additional time for your bank or credit card issuer to complete the posting process.
6. Contact Us
If you have any questions about our refund policy or your order, please contact our support team at:
support@paintmysoul.com