Returns & Refund Policy

Our 30-Day Guarantee

Every Paint A Moment kit comes with a 30-day guarantee. If you are not happy with your kit, get in touch within 30 days of receiving it and we will do what we can to make it right. Email hello@paintamoment.shop with your order number.

Custom Kits: Replacement Only

Custom kits are made from your own photo, just for you. Custom kits are not refundable. They cannot be returned, exchanged or refunded. If something is wrong with yours, we will replace it.

To ask for a replacement, email hello@paintamoment.shop within 30 days of delivery with your order number, a clear description of what is wrong, and photos that show the problem.

Custom kits can be made with an optional preview. Previews and revisions affect when production starts, and the timings are set out in our Shipping Policy. Time spent waiting on a preview or revision does not count as a delay in dispatch.

Ready-Made Kits: Returns and Refunds

Ready-made kits are the designs you choose from the shop. You can return one within 30 days of receiving it. Email us first and we will send you the return details.

You pay the postage to send it back. Once your return arrives and we have checked it, we will refund you. We only refund once the return has reached us.

Damaged Kits

Please check your order when it arrives. If any kit arrives damaged, whether it is custom or ready-made and whatever the damage, we will send you a replacement. Email us your order number and photos of the damage. If something is faulty or not what you ordered, we will put that right too.

Exchanges

For ready-made kits, the fastest way to get what you want is to return the item you have and, once the return is accepted, place a separate order for the new item.

European Union 14-Day Cooling Off Period

If your order is shipped into the European Union, you can cancel or return a ready-made kit within 14 days, for any reason and without justification. The item must be in the same condition you received it, unused and in its original packaging, with proof of purchase. This right does not apply to personalised items made to your own specification, such as custom kits made from your photo.

How Refunds Work

Refunds apply to ready-made kits only, and only once your return has arrived. When we have received and checked it, we will let you know whether your refund is approved. If it is, the money goes back to your original payment method within 10 business days. Please allow extra time for your bank or card provider to process it.

This policy does not affect your statutory rights. If you have any questions, contact us at hello@paintamoment.shop.

This Returns & Refund Policy was last updated on October 22, 2026.