Refund Policy

Last updated: 30 June 2026

We want you to love your PicaToi kit. Because every kit is custom-made from your photo, our refund policy is designed to be fair while accounting for the personalised nature of what we produce.

1. Custom Kits — Non-Refundable After Production Begins

Custom paint-by-number kits are non-refundable once production has begun. Production begins when your AI preview is approved and your order enters the print queue — typically within 24–48 hours of purchase.

If you need to cancel or modify your order, please contact us at hello@picatoi.com as soon as possible. We will do our best to accommodate requests received before production starts, but we cannot guarantee changes once the order has entered our print pipeline.

2. Reprints for Print Defects

If your kit arrives with a manufacturing defect — including significant misprinting, damaged canvas, missing or incorrect paint colours, or packaging damage that affects the kit contents — we will send you a free reprint at no charge.

To request a reprint, email hello@picatoi.com within 14 days of delivery with:

  • Your order number
  • A clear photo of the defect

We will review your request within 2–3 business days and arrange a reprint if the defect is confirmed. Reprints are not available for dissatisfaction with the AI art style or colour palette when the preview was approved before production.

3. Full Refund — Unshipped Orders After 21 Days

If your kit has not been shipped within 21 days of your order date (excluding circumstances outside our control, such as carrier strikes or force majeure events), you are entitled to a full refund of your order total.

To claim this refund, contact us at hello@picatoi.com with your order number. Refunds are issued to the original payment method within 5–10 business days.

4. What Is Not Covered

  • Dissatisfaction with the AI-generated art style or preview (please review carefully before approving)
  • Damage caused after delivery (transit damage must be reported within 14 days)
  • Orders where an incorrect shipping address was provided by the customer
  • Change-of-mind cancellations after production has begun

5. Contact Us

Have a question about your order? We're here to help. Email us at hello@picatoi.com and we'll respond within 1–2 business days.