Refund policy

Return & Refund Policy

Melles Diamond Painting
Where Dreams Sparkle in Every Diamond ✨

Made-to-Order Products

All Melles Diamond Painting kits are custom made to order.
Each canvas is printed and prepared specifically for the customer after the order is placed.

Because of this, we do not accept returns or offer refunds for:

  • Change of mind

  • Wrong size selection

  • Personal preference

  • Accidental orders

  • Color differences due to screen settings

Order Cancellation

Orders may only be cancelled:

  • Before production begins

Once production starts:

  • Orders cannot be cancelled or modified

  • The item is already being custom made

Damaged or Incorrect Items

We will gladly offer a solution if:

  • The item arrives damaged

  • The wrong item was sent

  • There is a production defect

What to do

Customers must:

  1. Contact us within 7 days of delivery

  2. Provide clear photos of:

    • The canvas

    • The drills

    • The packaging

    • The issue

Without photos, we may not be able to process the claim.

Missing Drills or Parts

If your kit is missing drills or items:

  • Contact us within 30 days of delivery

  • Provide your order number and photos if possible

We will send the missing items free of charge.

Lost Packages

If your tracking shows the package is lost:

  1. Contact the courier first.

  2. If the courier confirms the loss, we will:

    • Send a replacement, or

    • Provide store credit, depending on the case.

Claims must be made within 30 days of the delivery date.

Incorrect Address or Returned Packages

If a package is returned because of:

  • Incorrect address

  • Failed delivery attempts

  • Refusal to pay customs fees

Then:

  • The customer must pay the reshipping fee.

  • Shipping costs are non-refundable.

Refused Deliveries & Return-to-Sender Policy

As all Melles Diamond Painting products are made-to-order and specially produced for each customer, orders that are intentionally refused, rejected, abandoned, or returned to sender by the customer are not eligible for a refund.

Customers are responsible for ensuring that the shipping address provided is correct and that they are available to receive their package or collect it from any designated pickup location when required.

If a package is returned due to:

  • Refusal of delivery,
  • Failure to collect from a pickup point,
  • Failure to pay any applicable customs duties, taxes, or import fees,
  • An incorrect address provided by the customer,
  • Any action or inaction by the customer resulting in the package being returned,

the order will not be refunded.

In certain cases, if the package is successfully returned to us, we may offer reshipment of the order at the customer's expense.

 Reshipment is not guaranteed and will be evaluated on a case-by-case basis.

By placing an order, the customer acknowledges and agrees to these terms.

Refund Processing

If a refund is approved:

  • It will be issued to the original payment method.

  • Processing time: 5–10 business days, depending on the bank or payment provider.

Respect & Communication

We are a small business that values kindness and respectful communication.

We reserve the right to:

  • Refuse service

  • Cancel orders

  • Block accounts

in cases of abusive, threatening, or disrespectful behavior.

Contact Us

For any refund requests, please contact:

mellesdiamondpainting@gmail.com

Please include:

  • Your order number

  • A description of the issue

  • Photos if applicable

We are always happy to help. 💎