Refund Policy

At Oenart, your satisfaction is our priority, so we keep our policy clear and simple.

Made-to-Order Policy

All of our Paint by Numbers and Diamond Painting kits are custom-made on demand.

Once an order is placed, our production team immediately begins preparing your kit to avoid delivery delays and ensure the fastest service possible.

For this reason:

• Orders cannot be canceled once confirmed.

• Returns are not accepted unless the item arrives damaged, incomplete, or with a manufacturing defect.

Damaged or Defective Items

If you receive a damaged product or experience a quality issue, please contact us within 30 days from the delivery date.

Email support@oenart.com with photos clearly showing the issue.

• If the defect is confirmed, we will send a replacement at no additional cost and prioritize your order.

• If a replacement is unavailable, we will issue a full refund for the affected item.

• Photo proof is required for all damage or quality claims (for documentation and quality improvement).

Incomplete Kits

If your kit is missing paints, diamonds, or any other component:

• Contact us and we’ll promptly ship the missing items free of charge.

• For dried paints that cannot be revived with a few drops of water, we will send replacements for the affected colors.

When a Refund Cannot Be Issued

We cannot offer refunds if:

• An incorrect or incomplete address was provided by the customer.

• The package was returned as “unclaimed” or left at the post office without pickup.

• Delivery delays occurred due to customs clearance, local postal issues, or other logistics beyond our control.

• The kit was ordered by mistake or due to a change of mind (personal preference), as all kits are custom-made.

Customs & Import Fees

Most customers will not pay additional charges, but in rare cases, some countries may require customs clearance fees if your order exceeds a certain limit.

These fees are set by your country’s regulations and are the buyer’s responsibility.

Refund Processing

Once a refund is approved:

• Please allow 3–5 business days for the amount to appear in your bank account.

Need Help?

• Live chat widget on our website

• Email: support@oenart.com

• Facebook / Instagram message

Support Hours: Monday–Friday, 9 AM – 6 PM GMT+1