Refund policy

Returns

We have a 14-day return policy. You have 14 days after receiving your item to request a return.

Eligible items must be unused, in the same condition you received them, and in their original packaging. A receipt or proof of purchase is required.

Requesting a return

Contact hello@paintgem.com with your order details before sending anything back. If your return is accepted, we will provide the return address and instructions. Please do not send items to any address without first obtaining return approval.

Final-sale items

Sale items and gift cards are final sale and are not eligible for change-of-mind returns or exchanges. This does not affect your rights regarding defective, damaged or incorrect items, or any other rights that cannot be excluded under applicable law.

Damaged or incorrect items

Please inspect your order when it arrives and contact us promptly if an item is defective, damaged or incorrect so we can evaluate the issue and make it right.

Exchanges

For eligible items, request a return first. Once the return is accepted, you can place a separate order for the replacement item.

Refunds

We will notify you once we have received and inspected your return and let you know whether the refund is approved. Approved refunds are issued to the original payment method within 10 business days. Your bank or card provider may need additional time to post the refund.

For eligible change-of-mind returns, original shipping fees may be deducted if the original order was below the free-shipping threshold, where permitted by law. Any applicable return-shipping arrangements will be explained with your return instructions.

If more than 15 business days have passed since we approved your refund, contact hello@paintgem.com.

Your statutory rights

This policy does not limit any mandatory cancellation, return, refund or other consumer rights available under applicable law. Where those rights provide greater protection, they take precedence over this policy.