Return and Refund Policy

Last updated: July 26, 2026

We want you to be happy with your Artist Unlock purchase. This policy explains when orders may be canceled, returned, exchanged, replaced, or refunded.

This policy applies to purchases made directly through artistunlock.com. Purchases made through TikTok Shop or another third-party marketplace must generally be returned through that platform and may be subject to its return rules.

1. Cancellations and Order Changes

You may request a cancellation or order change within 24 hours of placing your order.

This includes requests to change:

The shipping address;

The selected product or design;

Frame options;

Quantities; or

A photograph submitted for a custom kit.

To request a cancellation or change, email hello@artistunlock.com as soon as possible with your order number and the requested change.

A request is not guaranteed merely because it is submitted within 24 hours. Orders may enter production or fulfillment quickly. Once processing, custom production, packing, or shipment has begun, we may be unable to change or cancel the order.

If a standard product can no longer be canceled, you may return it after delivery if it qualifies under this policy.

Custom products generally cannot be canceled after custom production has begun.

2. Thirty-Day Free Returns

Eligible standard products may be returned within 30 days after delivery.

For approved eligible returns within the United States, Artist Unlock will provide a prepaid return-shipping label.

To qualify for a return, the product must be:

Unused and unstarted;

In its original packaging;

Complete and in resellable condition; and

Returned with all included contents and promotional items.

For a paint-by-numbers kit, “unused and unstarted” means that:

The canvas has not been painted;

Paint containers have not been opened or used;

Frame components have not been assembled or attached;

Brushes and accessories have not been used; and

The kit has not otherwise been altered or damaged.

All originally included items must be returned, including the canvas, paints, brushes, reference materials, instructions, frame components, accessories, and any free or promotional products included with the order.

Returns that are used, incomplete, damaged after delivery, or not in resellable condition may be rejected or may qualify only for a partial refund.

3. Custom and Made-to-Order Products

Custom paint-by-numbers kits are created specifically from the photograph submitted by the customer and cannot ordinarily be resold.

For that reason, custom and made-to-order products are not eligible for returns or exchanges because of a change of mind, dissatisfaction with expected artistic differences, or an unsuitable customer-provided photograph.

Custom designs are artistic conversions. Cropping, background adjustment, color changes, detail simplification, and other reasonable differences from the original photograph are not considered defects.

However, if a custom product arrives:

Damaged;

Materially defective;

Incomplete;

Made using the wrong photograph; or

Substantially different from the product ordered because of an error by Artist Unlock,

please contact us as described below. If the issue is confirmed, we will provide a free replacement, remake, refund, or another appropriate resolution at no additional cost.

We may request a replacement photograph if the image originally submitted is too blurry, dark, cropped, obstructed, low-resolution, or otherwise unsuitable for conversion.

4. How to Request a Return

All returns must be approved before they are sent.

To request a return, email hello@artistunlock.com and include:

Your name;

Your order number;

The email address used for the order;

The reason for the return; and

Clear photographs showing the condition of the product, packaging, and included items.

If the return is approved, we will provide return instructions and, for an eligible free return, a prepaid return-shipping label.

Please send the approved return within 7 days after receiving the return label or instructions.

Products sent without prior approval may be refused, returned to the sender, or delayed in processing. Do not send a return to an address shown on the shipping package unless we specifically instruct you to do so.

You are responsible for packing the return securely. Items damaged because of inadequate return packaging may receive a reduced refund.

5. Exchanges

Eligible unused standard products may be exchanged within the same 30-day return period, subject to product availability.

Depending on the circumstances, an exchange may be handled by:

Sending a replacement after the original product is received;

Refunding the returned product so that a new order can be placed; or

Applying the value of the returned product toward an available replacement.

Any difference in product price may be charged or refunded as appropriate.

Custom products are not eligible for exchanges except when Artist Unlock confirms that the product is damaged, defective, incomplete, incorrect, or affected by an error for which Artist Unlock is responsible.

6. Refunds

After we receive and inspect an approved return, we will notify you whether the refund has been approved.

Approved refunds will generally be issued within 10 business days after inspection to the original payment method.

After we issue a refund, your bank, card issuer, or payment provider may require additional time to post it to your account.

Unless required by law or the return resulted from an error by Artist Unlock:

Original shipping charges are not refundable;

Expedited-shipping charges are not refundable; and

Costs not paid directly to Artist Unlock are not refundable.

If a returned product is missing items, shows signs of use, has been altered, or is not in its original condition, we may:

Reduce the refund to account for the loss in value;

Reject the return; or

Offer to send the product back to you, with additional shipping charges where appropriate.

We will not deduct an amount from a refund for damage or defects that existed when the product was delivered.

7. Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your order promptly after delivery.

If your order arrives damaged, defective, incorrect, or incomplete, contact hello@artistunlock.com within 7 days after delivery.

Include:

Your full name;

Your order number;

A description of the problem;

Clear photographs of the product;

Photographs of the shipping box and packaging, when relevant; and

A photograph of the shipping label, when relevant.

We may request additional photographs or a short video when reasonably necessary to evaluate issues involving paint condition, damaged canvases, missing contents, frame components, or other product defects.

If the problem is confirmed, we may provide:

Replacement parts;

A replacement kit;

A remake of a custom kit;

A refund; or

Another appropriate resolution.

Artist Unlock will cover reasonable replacement or return-shipping costs when the product is confirmed to be damaged, defective, incorrect, or incomplete because of manufacturing, fulfillment, or shipping.

Damage caused after delivery by misuse, improper storage, failure to follow instructions, accidental damage, unauthorized modification, or normal wear is not eligible for a free replacement or refund.

8. Bundles, Discounts, and Free Promotional Products

If an order includes a bundle, discount, or free promotional product, all items included in the offer may need to be returned together to receive a full refund.

If you return only part of a discounted bundle, the refund may be adjusted to reflect:

The discount allocated to the returned product;

The regular or promotional value of the items you keep; or

The remaining order’s eligibility for the original promotion.

If a free promotional product is not returned with the qualifying order, its stated retail value or the amount necessary to recalculate the promotion may be deducted from the refund.

A free promotional product that is defective will be replaced when reasonably possible but does not have a cash-refund value by itself.

9. Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address.

If you notice an address error, contact hello@artistunlock.com within 24 hours after placing the order. We will attempt to update the address, but we cannot guarantee changes after processing or fulfillment has begun.

If an order is shipped to the address entered at checkout, Artist Unlock is not responsible for delays or losses caused by incorrect or incomplete information supplied by the customer.

If a package is returned to us because of an incorrect address, an incomplete address, refusal, or failure to collect it, we may offer to:

Reship the order after the applicable shipping charge is paid; or

Refund the eligible product amount after deducting nonrefundable shipping and handling costs.

Custom products returned because of an address problem remain subject to the custom-product restrictions in this policy.

10. Shipping Delays

Processing and delivery dates displayed on our website are estimates unless Artist Unlock expressly provides a specific written delivery guarantee.

Carrier delays, weather, holidays, high-volume periods, customs procedures, and other circumstances may affect delivery after an order ships.

A routine carrier delay does not automatically make an order eligible for a refund while the package remains in transit. However, if Artist Unlock cannot ship an order within the timeframe promised at the time of purchase, we will provide the customer with the notice, delay option, cancellation opportunity, or refund required by applicable law.

Contact hello@artistunlock.com if tracking has not updated for an unusual period or your package appears significantly delayed. We will help review the tracking information and, when appropriate, contact the carrier or begin a missing-package investigation.

11. Lost, Misdelivered, or Stolen Packages

If tracking shows that a package has not been delivered and appears lost in transit, contact us so we can investigate with the shipping carrier.

If tracking shows that a package was delivered but you cannot locate it, please first:

Confirm the shipping address on the order;

Check around the delivery location;

Ask members of your household;

Check with neighbors, building staff, or the property manager; and

Allow until the end of the next business day in case the carrier marked it delivered early.

If the package is still missing, contact hello@artistunlock.com promptly, preferably within 7 days of the recorded delivery date.

We may ask you to cooperate with a carrier investigation, provide additional information, or file a missing-package or theft report when reasonably appropriate.

The resolution will depend on the tracking information, carrier findings, delivery circumstances, and applicable law. A replacement or refund is not guaranteed when reliable tracking and delivery evidence show that the package was correctly delivered to the address supplied by the customer, but we will review each claim fairly.

12. Nonreturnable Items

The following are not eligible for ordinary returns:

Custom or made-to-order products, except as specifically provided above;

Products that have been used, painted, opened, assembled, altered, or damaged after delivery;

Products missing original contents;

Gift cards, if offered;

Digital products, if offered;

Items identified as final sale before purchase; and

Products returned outside the applicable return period.

This does not prevent a customer from seeking an appropriate resolution for a product that arrived damaged, defective, incorrect, or incomplete.

13. Return and Refund Abuse

We reserve the right to deny a return, refund, replacement, or exchange when we reasonably identify:

Fraud or attempted fraud;

Falsified or altered evidence;

Items that differ from those originally shipped;

Missing or substituted return contents;

Repeated or excessive policy abuse;

Intentional product damage;

Duplicate refund or replacement claims; or

Claims that cannot reasonably be verified.

We may also limit future purchases or require additional verification in cases of suspected fraud or repeated abuse.

This section does not limit any right that cannot legally be waived.

14. Contact Us

Questions or requests concerning returns, refunds, exchanges, cancellations, damaged products, or missing orders should be sent to:

Artist Unlock LLC
Email: hello@artistunlock.com
Website: artistunlock.com

Please include your order number whenever possible so that we can assist you efficiently.