Refund Policy

Returns 
We offer a 60-day money back guarantee. We want to make sure you're happy with your product! 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Please note that sale items and custom kits cannot be refunded or exchanged unless they are defective!

If your item is defective (e.g. ripped canvas, incorrect image, etc.), we'll offer you a free replacement or full refund. There will be no need to return the defective item.

Send us an email at support@facilitate.art including your order number, email used to place the order, and photos of the issue. We promise to do everything we can to make it right.


Refunds
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. 

Orders en route (less than 40 days)
It will normally take 15-30 days for items to arrive at their destination from the day the order is places. You can track your order here. If it has been less than 30 days from when you placed your order, the item is likely still in transit. In rarer cases, it can take up to 40 days for items to be delivered.

Delayed items (40-50 days)
We will issue a 50% refund of the total cost for orders that arrive within this time frame. Please reach out to us at support@facilitate.art or through our Contact Page

Late items (50+ days)
We sincerely apologize if your item arrives after such a long period. At this point, we will refund you for the total cost of your order. In addition, we can send you the painting kit(s) again for free.


Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at support@facilitate.art. 


Exchanges
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 support@facilitate.art


Shipping 
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 shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.