100% MONEY BACK GUARANTEE

We got your back! We offer a 60-day 100% money back guarantee. We want you to stay with us in the long-term!

Money back guarantee

If you wish to return a product, the returned item must be unused, fully functional, undamaged and in its original packaging in a resalable condition. You will be responsible for the shipping fees. Please note, sale items and custom kits cannot be refunded or exchanged unless they are defective!

*We unfortunately do not offer refunds for the following: 

  • Partially completed paintings
  • Fully completed paintings
  • Custom kits


If for any reason, your order is lost in transit, we will issue a full refund, or issue new kits free of charge.

If your item is defective (i.e., ripped canvas), we'll offer you a replacement free of cost or refund you in full after getting the item back.

Shoot us an email at service@isuvio.com stating your order number（E.g. #xxxxxx）, email used to place the order and attaching photos of the issue. We promise we'll leave you satisfied.

100% DELIVERY GUARANTEE


Buy with confidence! We offer a 100% delivery guarantee on all our paint by number kits! If you're wondering where your order is, we highly recommend you visit our Track your order Page first!

All out kits are tracked & insured, which means that even in the extremely rare event that your parcel gets lost in transit, we will send you a new kit totally free of cost. No questions, no hassle. Please note, the following compensations do not apply under force majeure causes which are out of our control.

So what happens if...

Your order is on the way (less than 30 days)

It normally takes 7-15 days for items to arrive at their destination from the day you placed your order. You can track your order here. If it has been less than 20 days from when you placed your order, it is likely your item(s) are still in transit. In rare cases, it can take up to 30 days to receive your order. We are not able to offer a refund at this point.

Your order is on the way (30 - 40days)

If your order has been in transit for 30 to 40 days, we will issue a 50% refund within 2 working days, no questions asked. All you need to do is reach out to us at service@isuvio.com or via our Facebook page, and include your order number.

You order is on the way (more than 40 days)

For orders that have been in transit for more than 40 days, we offer a 100% refund within 2 working days, no questions asked. Alternatively, we can resend the painting kits to you completely free of charge. To avail of this, please contact us at service@isuvio.com or via our Facebook page, and remember to include your order number.

Got an order with defective items?

Sometimes mistakes or accidents happen. Please, send us a photo of the defect to our support email at service@isuvio.com or our Contact Us Page

*Indicate clearly what's wrong with the item or item(s). Items will be evaluated on a case-by-case basis, after which a replacement will be sent or a full (100%) refund will be extended for orders of which the buyer is not at fault.

Please note. An item is considered defective when the fault prevents using the product or to complete the final painting. For example, a ripped canvas, leaked paints, or a frame damaged in transit can be considered damaged products. If your canvas has small dents due to transportation, these can typically be fixed by ironing the canvas or stretching it. We will evaluate these cases and decide if a replacement/refund should be granted. If your kit was shipped in a box and the box is damaged, this is not considered a reason to claim a refund. If some of the numbers are not clearly visible, we can provide a PDF guide so you can complete the painting.

Have any other issues?

Talk to us! We'll gladly look into it. Send us an email at service@isuvio.com or use our Contact Us Page. Please be descriptive so we fully understand what the issue is. Photos are more than welcome.

Cancellations

If you wish to cancel your order, please contact us within the next 24 hours after placing it. Otherwise, we may have shipped already, and we have no way to retrieve the item unless you wait for its delivery and return it.

Additionally, please note that a cancellation fee of 6% of the order amount will apply. This fee is charged by the payment service provider, and we hope for your understanding. We sincerely appreciate your cooperation.