Refund policy

Return & Refund Policy

Our Commitment: Clear Communication and Fair After-Sales Support

At PaintMySoul, most of our products are custom-made, personalized, or created to order based on the photos, information, and preferences 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.

Customized & Personalized Products

Customized, personalized, and made-to-order products are generally considered final sale and are not eligible for ordinary returns or exchanges due to a change of mind.

This includes custom watercolor portraits, acrylic paintings, personalized pet portraits, custom car, home, couple, family, and memorial portraits, personalized mugs, ceramic plates, ring dishes, photo gifts, and other products created specifically for your order.

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

Order Cancellations

If you need to cancel your order, please contact us as soon as possible, preferably within 15 minutes of placing your order.

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

Once customization, design work, artwork preparation, or production has begun, cancellation may no longer be possible.

Artwork Proofs & Revisions

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

We offer revisions so you can review the artwork before final production. If we request your approval and do not receive a response within 5 days, we may treat the artwork as approved and proceed with production to avoid unnecessary delays.

Once the final design has been approved and production has begun, the order generally cannot be canceled because the item is being made specifically for you.

Damaged, Defective, or Incorrect Items

Final sale does not mean you are responsible for products that arrive damaged, defective, incorrectly produced, or materially different from the approved design.

Please contact us within 7 days of delivery if your item arrives damaged, you receive the wrong product, your personalization was produced incorrectly, the product has a manufacturing defect, or the finished customization is significantly 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 offer an appropriate solution such as a correction, remake, replacement, partial refund, or full refund.

If the issue was caused by us, you will not be required to pay additional approved shipping costs for a replacement or correction.

Customer-Provided Information

Customers are responsible for reviewing the information submitted with their order, including names, dates, text, photo selections, product options, colors, sizes, addresses, and other personalization details.

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

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

Returns of Non-Custom Products

For eligible products that are not customized, personalized, made-to-order, digital, or marked as 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 its original packaging where reasonably possible, and accompanied by proof of purchase.

Please contact us before returning any product. Do not send products back without receiving return instructions from us first.

Return Shipping Costs

For eligible non-custom returns caused by a change of mind, the customer is responsible for the return shipping cost.

We recommend using a trackable shipping service.

If a 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 a return is necessary.

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

Digital 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 unless the file is defective, the wrong file was delivered, the delivered file does not match the approved order, or a refund is otherwise required by applicable law.

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

Refund Processing

Once a refund has been approved, we will issue it to the original payment method.

Approved refunds are generally processed by us within 2–3 business days. After the refund has been issued, your bank, card issuer, or payment provider may require additional processing time, which can take up to 10 business days.

If more than 10 business days have passed after we confirm that the refund was issued, please contact us.

European Union Customers

Customers in the European Union generally have a statutory right to withdraw from eligible distance purchases within 14 days, subject to applicable consumer protection laws.

However, this right may not apply to goods that are made to the customer's specifications, clearly personalized, or custom-made specifically for the customer.

Eligible non-custom products remain subject to applicable statutory consumer rights.

Nothing in this policy is intended to limit any mandatory consumer rights that cannot legally be excluded.

Final Sale Items

Customized, personalized, made-to-order, digital, or otherwise marked final sale products are not eligible for ordinary returns or exchanges due to a change of mind, ordering the wrong option, no longer wanting the product, personal preference after production, or minor differences that naturally occur in handmade artwork.

Small artistic variations are a natural part of the hand-painted and handmade process and are not considered defects.

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

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.

Return Address

Please do not return products to our business registration address or to 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 and we will provide the correct return instructions and return address for your order.

Contact Us

If you have questions about cancellations, returns, damaged products, refunds, or your order, please contact our customer service team:

Email: support@paintmysoul.com

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

By placing an order with PaintMySoul, you acknowledge that customized and personalized products are produced specifically for you and are subject to the conditions described in this Return & Refund Policy.