Returns & Refund Policy
We want you to love your kit. If something isn’t right, we’ll make it right — here’s exactly how.
Our promise in one line: a 30-day satisfaction guarantee on standard kits, plus free replacement of anything that arrives damaged or is lost in transit.
30-day satisfaction guarantee
If you’re not happy with a standard (non-custom) kit, contact us within 30 days of delivery and we’ll arrange a return, replacement or refund. Items should be unused and in their original packaging where possible.
Damaged or defective items
If your kit arrives damaged or has a defect (for example a torn canvas or a missing drill bag), email [email protected] with your order number and a photo within 14 days of delivery. We’ll send a free replacement — no need to return the original.
Lost in transit
If tracking shows your parcel is lost or stalls well beyond the estimated delivery window, we’ll replace it free or issue a refund. We handle the carrier claim for you.
Missing drills
Ran short on a colour, even after finishing part of your piece? That’s covered separately by our free replacement drills for life promise — just contact us with your kit and the colour number. No return required.
Custom kits
Because custom kits are made to order from your photo, they can’t be resold and are not eligible for change-of-mind returns. To protect you, we send a free digital proof and offer free revisions before printing — so you approve exactly what’s produced. If a custom kit arrives damaged or defective, we’ll of course replace it free. See custom order tips.
How to start a return
- Email [email protected] (or call +1 409 995 3467, calls only) with your order number and the reason.
- We’ll reply within 1 business day with next steps and, if a return is needed, the return address.
- Once we receive the item (or your photo, for damage claims), we process your replacement or refund.
Refunds
Approved refunds are issued to your original payment method. Please allow 5–10 business days for the funds to appear, depending on your bank or card provider. We’ll email you when the refund is sent.
| Situation | Outcome |
|---|---|
| Standard kit, within 30 days | Return, replacement or refund |
| Damaged / defective on arrival | Free replacement (no return needed) |
| Lost in transit | Free replacement or refund |
| Missing / short drills | Free replacement drills for life |
| Custom kit, change of mind | Not eligible (free proof + revisions provided) |
Return shipping costs
If the return is due to our error or a damaged/defective item, we cover it. For change-of-mind returns on standard kits, the customer covers return postage. We’ll always confirm the details before you send anything.
Questions
We’re happy to help before or after your order — see the FAQ or contact us.