Refund policy

This policy covers returns and refunds for everything we sell. Custom portrait kits are made just for you, so they have their own section first.

Custom portrait kits

Your portrait kit is made from your photo, just for you, so it works differently from our other kits. Here's what happens at each stage.

Before we print: love your preview or get your money back

  • We email you a preview within 24 hours for AI-assisted styles, or 48 hours for human artist styles.
  • 2 rounds of changes are included. Just reply and tell us what you'd like changed.
  • More changes after that, or new requests beyond your original order, cost extra. We'll tell you the price before we start.
  • If you still don't love it, tell us before you approve it and we'll refund your whole order, including any extra kits or paint sets you ordered with it.
  • If we don't hear back about your preview, we'll send you a reminder. If there's still no reply 3 days after the reminder, we'll cancel the order and refund it in full.
  • If we can't make a portrait from your photo and you don't have another one, we'll cancel the order and refund it in full.

After you approve your preview

We print your kit as soon as you approve it, and it can't be resold. So once you've approved the preview, we can't give a refund if you change your mind. Please check names and details carefully before approving.

If something's wrong with your kit

Tell us if your kit arrives damaged, has something missing, or doesn't match the preview you approved. For example:

  • the canvas is damaged or printed differently from your approved preview
  • paints are missing, dried out, or don't match the numbers on the canvas
  • brushes or other items are missing

Email support@colordemy.com with your order number and a photo of the problem. It helps if you tell us within 30 days of delivery, while the details are fresh, but your rights under Australian Consumer Law don't end after 30 days.

We'll send you a replacement kit printed from your approved design, or the missing item, free of charge. If you'd prefer a refund instead of a replacement, we'll refund the kit part of the price: $35 for the 20 × 25 cm kit or $55 for the 40 × 50 cm kit. If the problem is a major failure under Australian Consumer Law, you can choose a full refund instead.

If your parcel is lost in the post, we'll send a replacement.

Gifts

If you sent the kit as a gift, any refund goes to the person who paid for the order.

How refunds are paid

Refunds go back to your original payment method within 10 business days of us approving them. Your bank may take a few more days to show it.

All other kits

Change of mind

You have 30 days from delivery to ask for a return if you change your mind. The kit needs to be unused and in its original packaging, with proof of purchase.

To start a return, email support@colordemy.com. If we accept it, we'll send you the return address, a return label and instructions. Please don't send items back without asking first, because we can't accept returns we haven't arranged.

We can't accept change-of-mind returns on sale items or gift cards. Faulty items are always covered, including sale items (see below).

Faulty, damaged or wrong items

Please check your order when it arrives. If anything is faulty, damaged, missing or not what you ordered, email support@colordemy.com with your order number and a photo, and we'll put it right.

Exchanges

The quickest way to swap a kit is to return the one you have and, once the return is accepted, place a new order for the kit you want.

How refunds are paid

We'll let you know once we've received and checked your return, and whether the refund is approved. Approved refunds go back to your original payment method within 10 business days. Your bank may take a few more days to show it. If it's been more than 15 business days since we approved your refund, please email us.

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights.