Refund policy

1. Return Eligibility

We accept returns within 30 days of delivery for items that are unused, unopened, and in their original packaging.

To qualify for a return, the product must have been purchased directly from Nummora.

Items that are not eligible for return include:

• Custom paint by numbers kits (unless defective)

• Mystery kits

• Gift cards

• Clearance or heavily discounted sale items

2. Returns & Refund Process

To start a return, please email us at support@nummora.com.

Include your order number and reason for the return so our team can assist you quickly.

If your order is still in transit, we recommend accepting the package first, as this helps us process your return smoothly.

For eligible U.S. returns:

• Returns are accepted within 30 days of delivery

• We will provide a prepaid return shipping label

Additional fees may apply for returns from Alaska, Hawaii, or Puerto Rico.

3. Exchanges

If you would like to exchange your item for a different design or product, please contact us at:

support@nummora.com

Our support team will guide you through the exchange process and help you find the best solution.

International customers and those based in remote areas such as Alaska, Hawaii or Puerto Rico are responsible for their own return shipping costs.

Once we receive and inspect the returned item, we will issue your refund within 5 business days to the original payment method.

Please keep your return tracking receipt until your refund has been completed.

4. Order Cancellations

Orders can be cancelled within 24 hours of purchase by emailing us st support@nummora.com.

Please include “Cancel Order” and your order number in the subject line.

Because many orders from our U.S. warehouse ship quickly (sometimes the same day), cancellations may not always be possible if the order has already been processed.

Orders cannot be cancelled once they have shipped.

Custom kits that have already entered production cannot be cancelled.

5. In-Transit Issues

All Nummora orders include shipping protection.

If your order is lost during transit or arrives damaged, please contact us and we will help resolve the issue.

Depending on the situation, we may offer:

• A replacement shipment, or

• A full refund

Please note that minor damage to outer packaging does not qualify for a refund if the product itself is intact and usable.

Incorrect or Incomplete Orders

If you receive the wrong item or something is missing, we will fix the issue promptly at no cost to you. Examples include:

• Receiving the wrong product

• Incorrect order specifications (such as receiving a rolled canvas instead of framed)

• Missing accessories or materials

In these cases, we will send the correct item or replacement components free of charge.

Important Notes

Paint Coverage

Paint consumption can vary depending on the design and painting technique. If you run out of paint, we will gladly provide additional paint free of charge, but refunds cannot be issued for this reason.

Canvas Creases or Dents

Minor dents caused during shipping can usually be fixed by gently stretching or ironing the canvas. If the damage is severe, we will provide a replacement canvas.

What If My Package Shows Delivered but I Didn’t Receive It?

Once a carrier marks a package as delivered, we cannot be responsible for lost or stolen parcels. We recommend ensuring that your delivery location is secure and monitored.

If this occurs, please contact the shipping carrier directly and check with neighbors or building management.

What If My Order Arrives Late?

Shipping times listed on our website are estimates, not guarantees.

Delays caused by carriers, weather conditions, customs, or other unforeseen circumstances are outside of our control.

While we cannot provide compensation for these delays, we will always do our best to assist and keep you informed.

What If I Entered the Wrong Shipping Address?

Customers are responsible for providing the correct shipping address.

If you need to change your shipping address, you may do so immediately after placing your order on the order confirmation page or through your order confirmation email by clicking “Edit Shipping Address.”

Once the package has been dispatched, address changes are no longer possible.

6. Custom Kits

Custom paint by numbers kits are personalized products, therefore they cannot be returned due to personal preference.

However, if your custom kit arrives damaged or contains a manufacturing defect, we will gladly replace or refund the item.

Please note that paint by numbers created from photographs are artistic interpretations, not exact replicas. Differences in color, shading, or detail are normal. It is key that the uploaded picture follows our guidelines closely.

If you are not satisfied with the result, please send us photos of the issue. Our team will review the case and may prepare a revised sample and send a replacement kit at no additional cost when appropriate.

7. Customer Support

If you have questions regarding returns, refunds, warranty claims, or your order, please contact our support team.

Email: support@nummora.com

We are always happy to help and will respond as quickly as possible.