Widerrufsrecht

We want you to love your Escape by Numbers kit. If something isn't right, we're here to help.
If you live outside the United States, the sections at the end of this policy explain the rights the law gives you where you live, including the 14-day right to withdraw or cancel in the EU, Norway, Iceland, Liechtenstein and the United Kingdom.

60-Day Return Policy
We have a 60-day return policy on unopened kits and accessories, which means you have 60 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it — unused, unopened, with all components intact, and in its original packaging. You will also need your order number or proof of purchase.
Opening the outer shipping bag to check your order is fine. A kit counts as opened once the canvas has been unrolled or taken out of its packaging, or any paint pot has been opened.

How to Start a Return
To initiate a return, contact us at support@escapebynumbers.com with your order number, your reason for the return, and photos of your item in its original packaging showing that it has not been opened. Our team will respond within 2 business days. Once we confirm the item is unopened, we will send you return instructions and a return shipping address. Please do not send items back without first receiving return authorization — items sent back without prior approval will not be accepted.

Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved or not. If approved, the price you paid for the returned item will be refunded to your original payment method within 10 business days. The original shipping charge is not refunded, unless the law requires it (see the sections for customers outside the United States at the end of this policy). Please remember that it can take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your refund and you have not received it, please first check with your bank or credit card company, then contact us at support@escapebynumbers.com.

Damaged or Defective Items
Please inspect your order upon delivery. If your kit arrives damaged, defective, or with missing components (paints, brushes, or canvas), contact us at support@escapebynumbers.com within 7 days of delivery with photos of the issue. We will send a replacement at no cost to you — no return required.
If you received the wrong item, contact us at support@escapebynumbers.com with a photo and we will send you the correct item at no cost — no return required.
Wherever you live, you also have rights under your local consumer law. The 7-day window and replacement offer above are in addition to those rights and do not limit them.

Printing Errors
If the same number appears on areas of your canvas that are clearly different colors, contact us at support@escapebynumbers.com with a photo. If we confirm a printing error, we will make you a new canvas at no cost.

Running Out of Paint
If you ever run out of paint, just contact us at support@escapebynumbers.com with your order number and the number on the paint pot, and we will send you more paint at no cost.

One Free Remake on Custom Kits
If you order a custom kit made from your own photo and you do not love how it turned out, contact us at support@escapebynumbers.com within 30 days of delivery with a photo of your canvas. We will create a new design and send you a brand new kit at no cost. You do not need to send the first one back. This covers one free remake per custom order.

Non-Returnable Items
The following items cannot be returned under our 60-day return policy:

* Custom photo-to-kit orders (these are made to order from the photo you upload, so they cannot be cancelled or returned because you changed your mind. Your one free remake, damaged or missing parts, and printing errors are still covered as described above.)
* Items that have been opened, used, or are missing components
* Gift cards

Cancellations and Address Changes
Orders go into production quickly, so we are not able to cancel an order once it has been placed, unless the law where you live, or the section for your country at the end of this policy, gives you a right to cancel or withdraw. If we cannot ship your order within the processing time in our Shipping Policy, we will email you and you may choose to cancel for a full refund. Customers in the European Union, Norway, Iceland, Liechtenstein, the United Kingdom and some other countries have a right to cancel or withdraw, explained in the sections at the end of this policy.
If you need to change your shipping address, contact us as soon as possible and we will do our best to update it if your order has not shipped yet. Please check your address carefully at checkout. We are not able to refund an order sent to an incorrect or incomplete address entered at checkout, or refund as lost an order that tracking shows was delivered to the address provided.

Exchanges
We do not offer direct exchanges at this time. The fastest way to get the item you want is to return your original unopened item for a refund and place a new separate order.

Return Shipping
The customer is responsible for return shipping costs. Damaged, defective, missing or wrong items never need to be sent back, as described above. We recommend using a trackable shipping method, as we cannot guarantee receipt of items shipped without tracking.

International Returns
For returns under our 60-day policy, international customers are responsible for return shipping costs, including any customs or duties fees associated with the return. Customs duties or import taxes you paid to a carrier or your government on delivery are not refundable by us, because we never receive them, unless the law where you live requires us to refund them. Any tax we charged at checkout is refunded along with your item.

United Kingdom — 14-Day Right to Cancel
Your 14-day right to cancel under the UK Consumer Contracts Regulations 2013 is explained in full in the United Kingdom section at the end of this policy, where it sits with the rights of customers in the EU and other countries.

Nothing in this policy affects your statutory rights.

If You Live Outside the United States

Everything above applies wherever you live. The sections below add the rights the law gives you in your own country. Where a section below gives you more than the rest of this policy, the section below applies. Nothing in this policy takes away or limits a right that the law where you live gives you.

If you cancel or withdraw under a legal right explained below, you do not need to give a reason, send photos or wait for our approval. The 60-day rules above (unopened items only, photos, our approval first, item price only, refund within 10 business days of approval) do not apply to that right. Follow the steps and refund times in the section for your country. You pay at most the postage to send the item back, and we pay any import charges at our returns location.

Our rules about opened kits and custom kits are only about returns for a change of mind. If an item is faulty, damaged, wrong or not as described, your rights apply whether or not it has been opened, including for custom kits.

There is a section below for you if you live in:

• the European Union (including Åland), Norway (including Svalbard), Iceland or Liechtenstein;
• another European country we ship to;
• Switzerland;
• the United Kingdom;
• Canada;
• Australia;
• New Zealand;
• Israel;
• Japan.

If your country is not on this list, see "Everywhere Else" at the end.

Your Legal Rights Come First

Our promises above are free and voluntary. The law calls them a "commercial guarantee". They are: 60-day returns of unopened kits and accessories; free replacement of damaged, defective, missing or wrong items; a new canvas for printing errors; free paint top-ups; and one free remake of a custom kit. They are given by Escape by Numbers, operated by Escape The Race LLC, 30 N Gould St Ste 100, Sheridan, WY 82801, United States, email support@escapebynumbers.com. They cover the kits and accessories sold on escapebynumbers.com, on the terms set out above, in every country we deliver to. To use them, email us with your order number and, where we ask for one, a photo. They do not replace or reduce your legal rights:

• EU, Norway, Iceland and Liechtenstein. You are entitled by law to remedies from the seller free of charge if your goods are not in conformity with the contract (for example faulty, damaged or not as described), and those remedies are not affected by our commercial guarantees. This legal guarantee lasts at least 2 years from delivery, and longer in some countries — for example 3 years in Spain, Portugal and Sweden, up to 6 years in Ireland, and up to 5 years in Norway and Iceland for goods meant to last much longer. You can ask for repair or replacement, and if that is not possible or does not work, a price reduction or a full refund. If a fault shows up within 1 year of delivery (2 years in some countries), it is presumed to have existed at delivery. The official EU legal guarantee notice is here.
• United Kingdom. We are under a legal duty to supply goods that are in conformity with the contract. As a consumer you have legal rights under the Consumer Rights Act 2015 if goods are faulty, not as described or not fit for purpose — including a 30-day right to reject, repair or replacement, and a price reduction or refund. Our guarantees do not affect these statutory rights.
• Switzerland. You keep your warranty rights under the Swiss Code of Obligations (Art. 197 ff.), which can be claimed for 2 years from delivery. Our guarantees do not affect them.
• Australia. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. See "If You Live in Australia" below.
• New Zealand. You have rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. See "If You Live in New Zealand" below.
• Canada. You have the rights your province's laws give you if goods are faulty or not as described, including the conditions and warranties those laws add to every sale. We do not exclude them. See "If You Live in Canada (Including Québec)" below.
• Everywhere else. You keep any rights under your local law that cannot be excluded, including rights if goods are faulty, damaged or not as described.
• Telling us within 7 days. Please tell us about transit damage or missing parts within 7 days so we can send a free replacement straight away. If you tell us later, you still have your legal rights.
• Custom kits. Even where a custom kit cannot be cancelled or returned because you changed your mind, your legal rights apply if it is faulty or not as described.

If Your Parcel Is Lost or Damaged on the Way to You

In the EU, Norway, Iceland, Liechtenstein, the United Kingdom and New Zealand, your order is our responsibility by law until it is delivered to you, or to someone you have asked to receive it for you (other than the delivery company). If tracking shows your parcel was lost in transit, or your kit arrives damaged, contact us at support@escapebynumbers.com and we will put it right.

Our rules under "Cancellations and Address Changes" about orders sent to a wrong address, or orders that tracking shows were delivered, are only about parcels reported as lost. They do not limit your right to cancel or withdraw, or your rights if an item is faulty, and they apply only as far as the law where you live allows.

If You Live in the EU, Norway, Iceland or Liechtenstein — Your 14-Day Right of Withdrawal

This section applies if you live in, or your order is delivered to, a country of the European Union (including Åland), Norway (including Svalbard), Iceland or Liechtenstein. The next two parts use the official wording the law asks us to give you.

Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.

To exercise the right of withdrawal, you must inform us (Escape by Numbers, operated by Escape The Race LLC, 30 N Gould St Ste 100, Sheridan, WY 82801, United States, email support@escapebynumbers.com) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or email). You may use the attached model withdrawal form, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

No right of withdrawal for custom photo kits

The right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised. Our custom photo-to-kit orders are made from the photo you upload, so you cannot withdraw from them once ordered. If a custom kit is faulty or not as described, your legal guarantee rights still apply (see "Your Legal Rights Come First" above).

What this means in practice

• No reason, photos or approval needed. The 60-day rules above (unopened items only, photos, our approval first, item price only) do not apply to this right.
• How to withdraw. Email us at support@escapebynumbers.com, or send us the model withdrawal form below, or any other clear statement. Including your order number helps us find your order quickly.
• When. Any time from placing your order until 14 days after you receive it. If your order arrives in more than one parcel, the 14 days start when you receive the last one.
• Opened kits. You may open the packaging, unroll the canvas and look at everything, as you would in a shop. If you go further, for example by opening or using paint pots, painting or marking the canvas, or losing parts, you can still withdraw, but we may deduct the loss in value from your refund. If the kit can no longer be sold, the loss can be up to the full price of that item. We only deduct the actual loss, and we will tell you the amount and why.
• Where to send your kit. Our returns location is outside the United States. We will email you the full return address within 2 business days of you telling us you are withdrawing. Please send the kit within 14 days of the day you told us.
• Costs. You pay only the postage to send the kit back. We pay any import charges at our returns location. Please use tracked postage and keep the receipt as proof that you sent it.
• Refund. We refund the price and the standard delivery charge to your original payment method, at no cost to you, within 14 days of you telling us you are withdrawing. We may wait until the kit is back with us or you have sent us proof that you posted it.
• Several items. If you ordered several items, you can withdraw from just some of them. We then refund those items and the standard delivery charge in full.
• Faulty, damaged or wrong items. You never pay to send back an item that is damaged, defective, wrong or not as described.
• After the 14 days. Our 60-day return policy for unopened kits still applies until day 60.

Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

— To Escape by Numbers, operated by Escape The Race LLC, 30 N Gould St Ste 100, Sheridan, WY 82801, United States, support@escapebynumbers.com:
— I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),
— Ordered on (*)/received on (*),
— Name of consumer(s),
— Address of consumer(s),
— Signature of consumer(s) (only if this form is notified on paper),
— Date
(*) Delete as appropriate.

If You Live in Another European Country We Ship To

If you live in, or your order is delivered to, another European country or territory we ship to — the Faroe Islands, Gibraltar or Moldova — we give you the same 14-day right to withdraw as an extra, on the same terms as the EU section above. Your own country's law may give you more than that, and where it does, your law applies. Switzerland and the United Kingdom have their own sections.

If You Live in Switzerland

Swiss law does not give you a right to cancel an online purchase because you changed your mind. Our 60-day return policy for unopened kits applies to you. If something is wrong with your kit, you keep your warranty rights under the Swiss Code of Obligations, which can be claimed for 2 years from delivery (see "Your Legal Rights Come First" above). Swiss law expects buyers to check goods when they arrive and to report faults promptly, so please contact us as soon as you notice a problem.

If You Live in the United Kingdom — Your 14-Day Right to Cancel

If you live in the United Kingdom, or your order is delivered there, you can cancel it for any reason under the UK Consumer Contracts Regulations 2013, from the time you place it until 14 days after the day you receive it. If your order arrives in more than one parcel, the 14 days start when you receive the last one.

To cancel, email support@escapebynumbers.com with your order number and tell us you are cancelling. You can also send us the model cancellation form below, or any other clear statement. You do not need to give a reason, send photos or wait for our approval.

We will email you the return address within 2 business days of you telling us you are cancelling. Our returns location is outside the United States. You must send the item back within 14 days of telling us. You pay the cost of sending it back, and we pay any import charges at our returns location.

You may open and inspect your kit as you would in a shop. If it has been handled more than that (for example, the canvas has been painted or marked, or paint pots have been opened), we may reduce your refund to reflect the loss in value, up to the full price of the kit.

We will refund you within 14 days of receiving the item back, or within 14 days of you sending us proof that you have posted it, if that is sooner. If you cancel before we ship your order, we refund you within 14 days of you telling us. Your refund includes the standard delivery charge you paid and goes back to your original payment method.

This right does not apply to custom photo-to-kit orders, because they are made to your specifications. If a custom kit is faulty or not as described, your legal rights still apply.

After these 14 days, our 60-day return policy for unopened kits still applies.

Model cancellation form

To Escape by Numbers, operated by Escape The Race LLC, 30 N Gould St Ste 100, Sheridan, WY 82801, United States, support@escapebynumbers.com:
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate.

If You Live in Canada (Including Québec)

You have the rights your province's consumer protection law gives you, and nothing in this policy limits them. Our 60-day return policy for unopened kits also applies to you.

Depending on your province, the law also lets you cancel your order and get a full refund, including the delivery charge, in these cases:

• If the information the law requires was not given to you before you ordered: you can cancel until 7 days after you receive the copy of your order that we email you.
• If we did not email you a copy of your order within 15 days: you can cancel within 30 days of your order.
• If your order has not arrived within 30 days after the delivery date we gave you, or within 30 days of your order if we gave no date: you can cancel at any time before it arrives.

To cancel, email support@escapebynumbers.com with your order number. We will refund you within 15 days of your notice. If you already have the kit, we will either tell you how to send it back at our cost or tell you that you can keep it.

If you live in Québec, you can bring a claim before the courts of Québec.

If You Live in Australia

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These rights apply whether or not your kit has been opened, they apply to custom photo kits, and they are not limited to 7 days. Australian law does not give you a right to return goods because you changed your mind, but our 60-day return policy for unopened kits applies to you.

Our replacement promise (warranty against defects)

• Who gives it: Escape The Race LLC, trading as Escape by Numbers, 30 N Gould St Ste 100, Sheridan, WY 82801, United States. Email: support@escapebynumbers.com.
• What it covers: if your kit arrives damaged, defective or with missing parts, tell us within 7 days of delivery. If you receive the wrong item, or find a printing error (the same number on areas that are clearly different colors), tell us at any time.
• How to claim: email support@escapebynumbers.com, or write to us at the address above, with your order number and photos of the problem.
• What we do: we send you a free replacement kit or part. You do not need to send anything back. Claiming costs you nothing: we pay for the replacement and for sending it to you.
• The benefits of this promise are in addition to other rights and remedies you have under a law in relation to the goods.

If You Live in New Zealand

You have rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986, and nothing in this policy limits them. If a product is faulty, not as described, or is lost or damaged on its way to you, you can ask us to put it right. This applies whether or not the kit has been opened, it applies to custom photo kits, and it is not limited to 7 days. Because we arrange delivery, we are responsible for your order until it reaches you. Our 60-day return policy for unopened kits, for a change of mind, is an extra benefit on top of these rights.

If You Live in Israel

You may have a legal right to cancel your order under Israeli consumer protection law. To cancel, email support@escapebynumbers.com with your order number, and we will handle your cancellation as Israeli law requires. This right may not apply to custom photo kits, because they are made to your specifications. Our 60-day return policy for unopened kits also applies to you.

If You Live in Japan

The return rules in this policy are our special terms on cancellation and returns under Article 15-3 of the Act on Specified Commercial Transactions:

• Unopened kits and accessories: you can ask to return them within 60 days of delivery, as described above. You pay the return postage.
• Opened kits and custom photo kits: we can't take these back for a change of mind.
• Cancelling an order: orders can't be cancelled once placed, except as described above.
• Damaged, faulty, wrong or incomplete items, and printing errors: we replace them free, as described above.
• If Japanese law gives you a right to cancel or return within 8 days of delivery, that right still applies. You pay the return postage.

Everywhere Else

If you live anywhere else, you may have extra rights under the consumer laws of the country where you live. Nothing in this policy takes away rights that the law says cannot be excluded. If your local law gives you more protection than this policy, your local law applies.

How to Contact Us

Escape by Numbers, operated by Escape The Race LLC
30 N Gould St Ste 100, Sheridan, WY 82801, United States
Email: support@escapebynumbers.com

Please don't post returned items to this address. Once you contact us, we will email you the address of our returns location.

Last updated: November 10, 2026