Refund policy

Replacements and refund policy
Last updated: 12 October 2026

Every PicaToi kit is made to order from the artwork you approve, so we do not accept returns. We do make it right when something goes wrong.

Damaged or missing items
If something arrives damaged or is missing, we replace it at no cost. Email support@picatoi.com within 14 days of the delivery date with your order number and a photo of the issue.

Misprint or wrong art style
If your kit does not match the artwork you approved, or it was printed in the wrong art style, we reprint it at no cost.

Wrong artwork sent
If we sent the wrong artwork, you receive a full refund to your original payment method. Refunds are processed within 5 to 10 business days.

Changing your mind
You can cancel only before your artwork has been printed. Email support@picatoi.com straight away with your order number. If your order is canceled in time, you receive a full refund. Once your artwork has been printed we cannot cancel it.

Painted canvases
Once painting has started we cannot cancel or refund. If a material is faulty, contact us anyway.

How to contact us
support@picatoi.com. Please include your order number and, for damage, a photo.

Your legal rights
This policy does not affect your statutory rights, for example when goods are faulty or not as described.