Refund policy

Returns

You have 30 days from the date your order is delivered to request a return.

To be eligible, the item must be unused, in the same condition you received it and in its original packaging. Please keep your order number or proof of purchase.

To start a return, email us at support@byhellocraft.com with your order number. We will reply with the return address and the next steps. Items sent back without contacting us first cannot be accepted.

Return shipping

Return shipping costs are paid by the customer, unless the item arrived damaged, defective or incorrect.

Damaged, defective or incorrect items

Please check your order when it arrives. If an item is damaged, defective or not what you ordered, contact us within 30 days of delivery with your order number and a photo of the problem. We will send a replacement or issue a full refund at no cost to you.

Custom Photo Paint by Numbers

Custom Photo Paint by Numbers kits are made to order from your own photo, so they cannot be returned or refunded for a change of mind. If your custom kit arrives damaged or defective, contact us within 30 days of delivery and we will replace or refund it.

Refunds

Once we receive and check your return, we will email you to confirm whether your refund is approved. Approved refunds go back to your original payment method. Your bank or card issuer may need a few business days to show it.

Discounted items can be returned under the same conditions as full price items. The refund is the amount you actually paid.

Exchanges

The fastest way to get a different item is to return the one you have and place a new order.

Contact

For any question about a return, email support@byhellocraft.com.