Refund and Return Policy
Refund/Return Eligibility
To be eligible for a refund or exchange, you must have purchased one of the items sold on Lori’s Paint. By purchasing any item on Lori’s Paint, you accept our returns and refunds policy.
Our return policy lasts for 30 days after receiving your order. If more than 30 days have passed since delivery, we can’t offer you a refund or exchange.
The item being returned must be in the same condition as you have received it. It must be unused and sent back in the original packaging. If it is not, no or only a partial refund will be granted.
The following items are non-returnable:
- Custom kits
- Gift cards
- Items that are on sale & framed kits
Return/Refund Process
To complete your return, we require a receipt or proof of purchase.
Please reach out to us at info@lorispaint.com to start your return/refund
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Return Fees
If you are returning US warehouse items, we can issue a pre-paid shipping label for your convenience. The label cost will be discounted from the refund amount and the amount will depend on the shipment weight and zone. If you are returning overseas factory items, we’ll provide you with our New York returns address and you’ll need to purchase the shipping label.
Once your return is received, we will notify you. The package and its content will be inspected, and we will let you know when the return is approved or rejected within 5 business days.
If the return is approved, we will send you funds equal to the purchase amount minus any returns fees (if we issued a prepaid label) to the payment method you used during checkout.
If you have any questions during the return process, please contact us at info@lorispaint.com
Shipping Related Issues
Sometimes, mistakes or accidents happen.
We offer FREE package protection at checkout to give our customers the best possible delivery experience. We provide low-cost shipping protection to protect your package in the event that it gets lost, stolen, or damaged while in transit.
Orders will be considered officially lost if the tracking number for your order does not update for at least 30 days.
When an order is lost in transit or damaged (unusable), we will resend or refund your order. In the event of theft or misplacement, after an order is marked as delivered, we will be more than happy to resend your order, but we won’t issue a refund for this particular case.
Lori’s Paint will offer no compensation for shipping delays unrelated to us. We have no control over other companies’ logistics operations, but if that’s the case, we’ll do our best to assist.
Product Related Issues
Assuming your order is not damaged in transit, lost, or stolen, you can reach out to us if:
– You received the wrong order
– Your product has the incorrect specifications (i.e., you received the wrong sized canvas), or you are missing the reference sheet or color chart (we can email you these) or any items that should have been included in your order (we will resend them to you).
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at If you’ve done all of this and you still have not received your refund yet, please contact us at info@lorispaint.com.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Contact us at If you’ve done all of this and you still have not received your refund yet, please contact us at info@lorispaint.com. for questions related to refunds and returns.
Important Considerations
•If you are missing any paint color or accessories, we would gladly resend them to you for free. However we won’t be able to provide any refund based on this as for a product to be refunded, it must be unusable. This means the damage will not allow you to complete the painting.
• If your kit was shipped in a box and arrived damaged due to transportation, this is not a reason to claim compensation. The box has a protective function and is not considered necessary to complete the painting. Therefore, if the product inside is in perfect condition, we cannot refund your order nor grant compensation.
• Paint coverage will vary depending on the color. Some colors are more translucent, requiring several layers to cover the numbers, while others are completely opaque. Kindly send us pictures to verify the coverage if this is an issue. We will happily provide any extra paint needed within the guarantee period. Kindly note we will not refund an order due to this matter, but we will be more than happy to issue extra paints.
• If your canvas is missing numbers in some areas, we can provide the high-resolution PDF file so you can complete your painting.
• If your canvas has small dents due to transportation, these can typically be fixed by ironing the canvas or stretching it. You can email us some pictures, and if the dents are too deep, we will send you a new canvas free of charge.
About custom orders
As mentioned, custom kits are only refundable if there is clear damage or factory fault (misnumbered colors, wrong image or size received, etc.).
We will not issue refunds based on your taste of what your custom painting should look like. If the photo provided does not follow our mandatory requirements, the final painting result will not be optimal.
- If your photo has poor lighting or shadows on the skin, it will turn out darker than you expect.
- If your picture is low quality (you should always submit HD images when possible).
- If faces are far from the camera, the level of detail we can capture will be considerably reduced.
- Choosing the smallest canvas size and the minimum number of colors will lessen the detail accordingly.
- Choosing a wrong canvas ratio for your image results in unwanted cropping.
No refunds will be granted if you do not follow our instructions to submit a good picture.