Refund policy

REFUND POLICY

30-Day Money-Back Guarantee

If you are not satisfied with your diamond painting kit or paint by numbers kit for any reason, contact us within 30 days of delivery and we will issue a full refund. No complicated process. No questions asked.

We want every crafter to love what arrives at their door. If something is not right, we will make it right. Here is how the refund process works:

Step 1 — Contact us within 30 days of delivery
Email us at sparklegrid.work@gmail.com with your order number and a brief description of the issue. A photo of the problem helps us process your request faster.

Step 2 — We review your request within 1 business day
A real team member reads every request and responds personally. We do not use automated systems for refund decisions.

Step 3 — Refund issued to your original payment method
Once approved, your refund is processed immediately. It typically appears in your account within 3 to 7 business days depending on your bank.

Note: For most refund cases, we do not ask you to return the kit. We trust our customers and prefer to resolve issues quickly rather than through a lengthy returns process.

EXCHANGE POLICY

If you would prefer a different kit, a different size, or a different design rather than a refund, we are happy to arrange an exchange within 30 days of delivery.

Step 1 — Contact us with your exchange request
Email us at sparklegrid.work@gmail.com with your order number, the kit you received, and which kit you would like instead. Include your reason for the exchange so we can help you choose the best replacement.

Step 2 — We confirm availability and any price difference
If the replacement kit costs more, we will let you know the difference to pay. If it costs less, we will refund the difference to your original payment method.

Step 3 — Your new kit ships within 2 to 3 business days
Once confirmed, we pack and ship your replacement kit with full tracking. Standard delivery times apply based on your location.

Please note: Exchanges are available on unopened or unused kits only. If the kit has been fully opened and started, we cannot exchange it for a different design. However, if you are unhappy with your kit for any reason, please email us at sparklegrid.work@gmail.com as we may still be able to help.

CUSTOM KIT POLICY

Custom diamond painting and paint by numbers kits are made specifically from your photo. Because each custom kit is produced uniquely for you, our returns policy for custom orders is different from standard kits.

Custom kits are non-refundable and non-exchangeable unless they arrive in one of the following conditions:

The kit arrives physically damaged during shipping
The kit was printed incorrectly (wrong design, wrong size, or wrong colour set)
Items are missing from the kit (gems, paints, brushes, pen, or tray)
The canvas is defective (adhesive not working, print quality severely poor)

The following are not covered under our custom kit guarantee:

Change of mind after the kit has been produced
Dissatisfaction with the way a photo converted (photo quality affects the final result)
Choosing the wrong size (please refer to our size guide before ordering)

Not sure if your photo will work well? Email us at sparklegrid.work@gmail.com before placing your custom order and we will review your photo and advise on the best canvas size and detail level for the best possible result.

DAMAGED OR INCORRECT ORDERS

If your order arrives damaged, defective, or incorrect, we will send you a free replacement immediately. This applies to both standard kits and custom kits.

To report a damaged or incorrect order:

Step 1 — Contact us within 7 days of delivery
Email us at sparklegrid.work@gmail.com with your order number and a clear photo of the damage or incorrect item. The sooner you contact us, the faster we can resolve it.

Step 2 — We confirm and dispatch your replacement
Once we confirm the issue, we send your replacement within 1 to 2 business days at no extra cost to you. No need to return the damaged item.

Step 3 — Your replacement ships with full tracking
You will receive a new tracking number by email as soon as your replacement is dispatched.

Missing items from your kit? If any item is missing from your kit (gems, paints, pen, tray, wax, or instructions), email us at sparklegrid.work@gmail.com and we will send the missing item separately within 2 to 3 business days free of charge.

REFUND AND REPLACEMENT TIMELINE

Our Response: Within 1 business day of your request
Refund Processed: Within 24 hours of approval
Refund in Account: 3 to 7 business days depending on your bank
Replacement Ships: 1 to 2 business days after confirmation
Replacement Arrives: 7 to 15 business days after dispatch

The 30-day return window starts from the date your tracking shows the order as delivered, not from the date of purchase.

WHAT IS AND IS NOT COVERED

We will refund or replace if:

The kit arrives physically damaged
Items are missing from your order
You received the wrong item
The canvas adhesive is defective
The kit does not match the product description on our website

We cannot refund or exchange if:

More than 30 days have passed since the delivery date
The item was purchased from a third-party seller, not directly from TheSparkleGrid
Damage was caused after delivery by the customer

Not sure if your case is covered? Always email us at sparklegrid.work@gmail.com first. If there is any doubt, we prefer to err on the side of making it right for you. Our goal is for every customer to finish their kit and love the result.

HOW TO CONTACT US

For all refund, exchange, replacement, and support requests:

📧 sparklegrid.work@gmail.com

Please include in your email: