Replacements & Refund Policy
If something is not right, we will make it right
Each kit is made from your own photo, so it cannot be resold. That is why you see and approve your artwork before you order, and why we put right anything that arrives damaged or incorrect.
Damaged in transit
Arrived crushed, torn, or leaking
Send us a photo of the damage within 14 days of delivery. There is no need to send anything back.
We replace it. No refund.
Our mistake
Wrong style, misprint, or missing items
If your kit does not match the artwork and options you ordered, or anything is missing, tell us within 14 days of delivery. A wrong style or a misprint is reprinted. Anything missing is replaced.
Reprinted or replaced. Full refund only if we sent the wrong artwork.
Change of mind
Kits made from your photo
Each kit is made to order from your own photo, so it cannot be resold. If you change your mind, contact us before your artwork is printed.
Cancel only before printing.
How to report a problem
Have your order number ready.
1
Get in touch
Email support@picatoi.com or use our contact form, with your order number and what went wrong.
2
Add a photo
A quick phone photo of the damage or error helps us act without back-and-forth.
3
Agree the fix
We look at what happened and agree the right fix with you.
4
We handle the rest
Replacements and reprints cost you nothing. When a refund applies, it goes back to your original payment method; how long it takes to appear depends on your bank.
Policy details
Your artwork preview
The artwork you see in the Atelier before you order is what we produce. Check faces, crop and background before you check out.
Cancellations
Contact us straight away if you need to cancel. We can cancel your order only if your artwork has not been printed yet. Once it is printed it cannot be canceled, because the kit is made for you.
Missing paint or brushes
Tell us the pot numbers or items you are missing. We replace anything that is missing.
Refunds
We refund only when we sent the wrong artwork. Refunds go back to the original payment method.
Painted canvases
Once painting has started we cannot cancel or refund. If a material is faulty, contact us anyway.
Anything damaged or missing?
Have your order number and a photo of the issue ready.