Refund policy

We want you to love your Escape by Numbers kit. If something isn't right, we're here to help.

30-Day Return Policy

We have a 30-day return policy, which means you have 30 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.

How to Start a Return

To initiate a return, contact us at support@escapebynumbers.com with your order number and reason for the return. Our team will respond within 2 business days with 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, you will be automatically refunded to your original payment method within 10 business days. 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 return and you have not received your refund, 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 entirely, contact us immediately and we will make it right.

Non-Returnable Items

The following items cannot be returned:

• Custom photo-to-kit orders (these are made to order and produced after you approve a digital proof — once production begins, the order is final)
• Items that have been opened, used, or are missing components
• Gift cards
• Items purchased during final sale or clearance promotions

Exchanges

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

Return Shipping

The customer is responsible for return shipping costs unless the return is due to a defective or incorrect item sent by us. We recommend using a trackable shipping method, as we cannot guarantee receipt of items shipped without tracking.

International Returns

International customers are responsible for return shipping costs, including any customs or duties fees associated with the return. Original customs duties or import taxes paid on the initial order are non-refundable, as they are collected by your country's government and not by Escape by Numbers.

United Kingdom — 14-Day Cooling-Off Period

If your order is shipped to the United Kingdom, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification, under the UK Consumer Contracts Regulations 2013. Your item must be in the same condition you received it — unused, unopened, and in its original packaging. To exercise this right, contact us at support@escapebynumbers.com within 14 days of delivery. This cooling-off period does not apply to custom photo-to-kit orders once production has begun.