Refunds and returns

Last updated 2026-09-24. Changes: named the postal address, said plainly that a chart names no star, listed only the print partners we use, and added the refunds and cookies pages.

If it arrives damaged, defective or wrong

Write to support@painted.app within 30 days of delivery with a photograph of the piece and its packaging. We will remake it or refund you. A wrong chart counts: if the piece does not match the moment you confirmed, that is ours to fix.

Changing your mind

Every piece is computed and printed for one moment, and the order goes to the printer within minutes of payment. So a correct piece cannot be returned for a change of mind, and an order cannot usually be cancelled once paid. If you spot a mistake in the date, time or place, write to us straight away: if the printer has not started, we will cancel and refund it.

If you are in the EU or the UK, the 14-day right of withdrawal does not apply to goods made to your specification. Your statutory rights for faulty goods are unaffected.

Lost in transit

If tracking stops moving, write to us. We will chase it with the printer, and if it is lost we will remake it or refund you.

How refunds are paid

Refunds go back to the card you paid with, through Stripe. How quickly they appear is up to your bank.