(1) Our Guarantee:
We happily provide a full refund or store credit for a change of mind purchase, under the following conditions:
Request for exchange must be emailed to email@example.com within 30 days of receiving your order including:
* Your order number
* Full contact details
* Reason for return
* Type of return (exchange or refund)
We will respond within 24 hours with confirmation, including:
* Return shipping address
* Suggested alternative style
* Recommended return shipping option (return shipping is at your cost)
* Once we receive the returned item in its original condition we will process your exchange or full refund (purchase value)
We are unable to exchange outside the 30 day period
The item must be in it original condition with packaging
We are unable to refund due to shipping delays. Deliveries are guaranteed to arrive - if after an appropriate duration the item is not received we will resend or offer a store credit.
FREE gift products added to cart automatically during promotions are covered by our product quality guarantees. Please note that items purchased to qualify for a FREE gift are non refundable under our guarantees, a replacement product or store credit will be issued where required.
Download Products such as software, ebooks and other licenses are non refundable. At our discretion a store credit for the purchase value may be issued.
Custom Printed Products are not able to be returned or refunded, a replacement or store credit (at our discretion) can be issued in accordance with our customer guarantee.
Bundle Sale Purchases include our full diamond and quality guarantees, we are unable to exchange or refund bundle designs due to style preference.
(2) Warranty Remedy Policy:
You are eligible for a repair, exchange or at our discretion a full refund in the following circumstances:
* An item arrives and is damaged or missing parts
* An item arrives and is not as described
Please email us at firstname.lastname@example.org within 48 hours of receiving your package and include:
* Your order number
* Full contact details
* Reason for warranty remedy
* Photos of any damage or non conformity
Important: Please retain your item as ask you to return the item to us at your cost in order to proceed with the repair, exchange or refund. We will respond to requests for a warranty return within 24 hours.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are exchanging or returning an item over $60, you should consider using a traceable shipping service or purchasing shipping insurance. We can only exchange or refund where the original item is returned to us.
We understand that changes of mind can happen and you're able to request an order cancellation within the first 4 hours of placement to receive a full refund (minus *Payment Gateway Transaction Fees).
If your request for cancellation is received after 4 hours of order placement, in additional to deduction of relevant Payment Gateway Fees an additional $5 order handling fee will be deducted from your refund due to the processing and overheads involved in processing, stopping and refunding your order.
*Payment Gateway Transaction Fees are charged to us for all payments made by PayPal and credit card and are payable by the customer in the case of cancellation within or outside the 4 hour notification period.
We are unable in any case to cancel an order once it has been shipped.
All Easy Whim Guarantee and Warranty remediation are exempt from these fees and surcharges.
Discounts and Sales
Only one discount can be applied at the same time. They are applied at checkout.
Some sales are only for certain products in which case there will be a link to the collection on sale.
Storewide sales include every product except the:
1) Artist Choice collection
2) The Diamond Painting Club memberships.
Club Members have an automatic discount associated with their account and don't need to enter any code to receive a discount. In the case a discount is higher than the standard Member Box discount (10%) the higher discount will be applied.
The Diamond Painting Club
Missing Boxes / Deliveries for Diamond Painting Club
If your box has not arrived within 30 days of receiving tracking from us please contact us for an update.
In the event that you have not received the box yet it shows as delivered by the delivery agent, you must notify us within 30 days of the date shown for delivery, if you notify us outside of 30 days of the date shown for delivery of the box then we are unable to provide a replacement.
If you notify us within 30 days of the date shown for delivery, advising a lost or stolen box a replacement box or credit will be issued at our discretion.
New Club Memberships
Club memberships are flexible! If you signup for a new club membership and change your mind, simply contact us within 48 hours and we will happily cancel and refund your new membership. No box will be shipped and the refund will clear in 5-7 days to your original payment card.
We cannot cancel the first box shipment after 48 hours, however you may cancel your membership and will not be charged again. You will still receive your paid for box with full guarantees.
Prepaid Club Memberships:
Prepaid memberships allow you to pay in advance for 3, 6 or 12 months with a generous per box discount. The above 48 hour cancellation period applies. Following the 48 hours cooling off period, the membership is no longer refundable.
You may cancel your membership at anytime to prevent renewals in the future, you will be issued one box per month for the remainder of your prepaid balance and full guarantees apply.
Renewing Memberships (Existing Member):
Your Club Membership is designed to be affordable, providing great value every month above and beyond what you can find online. You remain in control and we understand that a change of mind can happen, If you wish to cancel your monthly membership we simply ask for 30 days notice .
Upon cancellation you will still receive any club kit and gifts due and full discount access in the final membership month. You can change plan at anytime with plan changes taking effect for the next calendar months Club Box.
Just need a break? Skip a month instead and continue to enjoy your club membership benefits!