Refund policy

At UdoPaints, your satisfaction is very important to us. We specialize in providing high-quality personalized and custom products made uniquely for you. Please review our return and refund policy carefully before placing your order.

Return Policy

We offer a 30-day return policy for eligible items, which means you have 30 days after receiving your item to request a return. Due to the customized nature of many of our products, certain items are not eligible for return or exchange.

Non-Returnable Items

The following items cannot be returned or exchanged:

Custom Kits: Since these are made from your personal photo, we cannot accept returns or exchanges once production has started.
Wonder Kits (AI Transformations): These kits are uniquely generated for you, therefore cannot be returned or exchanged.
Gallery Kits: These kits may be eligible for return only if they are unopened, unused, and in original packaging.
Sale Items and Gift Cards: All sale items and gift cards are final sale and cannot be returned.

Eligibility for Returns

To qualify for a return of any eligible items (Pre-made Kits only), the following conditions must be met:

  • The item must be unused, unopened, and in its original condition with original packaging.

  • A valid receipt or proof of purchase is required.

How to Initiate a Return

  1. Contact us at support@udopaints.com to request a return.

  2. Wait for approval and return instructions from our customer service team.

  3. You will be responsible for the shipping costs of returning your item. We do not provide prepaid return shipping labels.

Please note: Items returned to us without prior approval will not be accepted.

Damages and Issues

Please inspect your order as soon as it arrives. If you receive an item that is defective, damaged, or incorrect due to our error, contact us immediately at support@udopaints.com. We will review the issue and arrange a replacement or refund if necessary.

Order Cancellations

Because many of our products are custom-made, cancellations may not always be possible once production begins.

  • Custom and Imagine Kits: Orders can only be canceled within 12 hours of purchase. After this period, production begins and cancellations are no longer possible.

  • Pre-made Kits: Cancellations are allowed prior to shipping.

  • Cancellation Fee: If eligible for cancellation, a 10 percent cancellation fee may apply to cover processing costs.

European Union 14-Day Cooling-Off Period

For orders shipped to the European Union, you have the right to cancel or return your order within 14 days for eligible non-custom products only. Personalized and custom-made items (Custom Photo Kits and Imagine Kits) are not eligible for return under this policy.

Returned items must be unused, in their original condition, and with proof of purchase.

Refunds

Once we receive and inspect your return, we will notify you of the outcome:

  • Approved Refunds: Refunds will be processed to your original payment method within 10 business days.

  • Bank Processing Time: Please allow additional time for your bank or credit card company to process the refund after it has been issued.

If you have not received your refund after 15 business days of approval, please contact us at support@udopaints.com for assistance.

For any questions regarding returns, refunds, or cancellations, feel free to contact us at support@udopaints.com. We are always happy to help.