Returns and Refunds Policy - atCreativeAvenue Store

EU & UK Customers (Legal Right to Cancel):

Under the EU Consumer Rights Directive, you have the right to cancel and return your order within 14 days of receiving your goods without giving any reason. You must notify us within this period and return the items within 14 days of notification.

Note: This legal right does not apply to custom-made or clearly personalized kits that are produced specifically for you, unless they are defective or not as described.

Worldwide (Voluntary Policy):

Even if you are outside the EU/UK or the 14-day window, we want you to be happy. You may return most products within 30 days of receipt.

To be eligible for a return and full refund, products must meet the following criteria:

• Condition: Items must be unused beyond reasonable inspection and returned in their original packaging where possible, and suitable for resale. If goods show handling beyond what is necessary to inspect them, we may reduce the refund for diminished value where permitted by law.
• Exclusions: Used products or products damaged by the customer are not eligible.

Non-Returnable Items:

• Customized, personalized, or custom-made kits. Custom-made kits include any kit produced from customer-submitted photos or files, any kit with personalized text, and any kit printed or assembled specifically to your order.
• Sealed items unsealed after delivery (due to health or hygiene reasons).
• Gift cards and downloadable products. Digital or downloadable products are non-refundable once the download link has been accessed or the file has been delivered, unless the file is defective.
• Sale or clearance items (unless defective).

To start a return or exchange, please follow these steps:

Contact Us:

Email hello@atcreativeavenue.store or on WhatsApp: +44 7700 182 615 with your order number, a detailed reason for the return, and pictures or a video of the product to support your reason. For defective, damaged, incorrect, missing-part, or paint-quality claims, photo or video evidence is required.

Authorization:

Wait for our confirmation. Upon approval, you will receive a Return Authorization Number (RA#) and the address of the closest warehouse. Returns sent without an RA# may be refused or delayed. Do not ship anything back until you receive confirmation and the return address.

Shipping the Return:

• Package your items securely.
• Use a trackable mail service. We are not responsible for lost or missing packages.

Costs:

For non-faulty returns (for example, change of mind), the customer is responsible for return shipping costs. For defective, incorrect, or damaged items, we will cover the return shipping.

Issuance:

Upon receipt and inspection of your package, a full refund will be issued to your original method of payment. We will email you a refund receipt.

Processing Time:

We aim to process all refunds within 7 business days of receiving the returned item(s). For EU customers, refunds are issued within 14 days of receiving the goods or proof of return.

Late or Missing Refunds:

Money leaves our account immediately upon approval, but it may take time to post.

• Check your bank account again.
• Contact your credit card company. It may take up to 30 days for some cards.
• Contact your bank. There is often processing time.

If you have done all this and after 30 days still have not received your refund, please contact us.

Refund scope details:

• EU & UK withdrawals of standard (non-custom) items: we refund the item price plus the basic outbound delivery cost you paid (the cheapest standard delivery option we offered). If you chose express or upgraded shipping, we refund only the standard shipping cost.
• Change-of-mind returns outside the EU/UK or after the legal withdrawal period: original shipping fees are not refunded. This rule does not override EU/UK legal withdrawal refunds described above.
• For defective, incorrect, or damaged items: original shipping fees are refunded.
• Any customs duties, import taxes, or brokerage fees paid by the customer are non-refundable.
• If an item is returned used, opened beyond reasonable inspection, or in a condition that reduces resale value, we may issue a partial refund reflecting the diminished value, where permitted by law.
• Gift returns: If you are returning a gift, the refund will be issued to the original purchaser’s payment method. We cannot offer store credit or alternative payment to the gift recipient.

Please inspect your order upon arrival. If your kit arrives damaged, defective, or incorrect:

• Contact us immediately at hello@atcreativeavenue.store with photos and a description of the issue.
• We will offer a replacement, repair, or full refund as appropriate.
• We cover all shipping costs for defective or incorrect items.

Defect reporting window:

Please contact us within 30 days of delivery for any defect, damage, missing parts, or incorrect items. This 30-day window is for fast resolution and does not limit any statutory warranty or consumer rights you may have. EU customers have a minimum 2-year legal guarantee for faulty or not-as-described goods.

Common paint-by-number issues we cover:

• Missing paint pots, brushes, or other parts. We will reship the missing items at no cost. If several key parts are missing, we will replace the full kit.
• Paint quality problems (dry paint, leaking pots, incorrect colors, or paint that cannot be reasonably used). We will reship replacement paints or replace the kit after reviewing photos or video.

If you wish to exchange an item, follow the standard return process and clearly state that you would like an exchange. Once the return is inspected, we will send the replacement item subject to stock availability.

Address Changes:

If you entered the wrong shipping address, email us ASAP. We might be able to fix it, but we cannot promise anything as orders are processed immediately. If it has already entered the shipping process, we cannot stop it. We are not responsible for incomplete or incorrect addresses provided by the customer.

Cancellations:

We are unable to cancel your order once it has been processed and/or shipped. EU & UK customers: for standard (non-custom) items, you may cancel before processing or shipping and receive a full refund with no cancellation fee. Custom-made kits cannot be canceled once production has started, except where required by law.

Cancellation Fees:

If you cancel your order before it has been processed or shipped, you will be assessed a 10-30% cancellation fee to cover restocking and credit card refund charges. This 10-30% cancellation fee does not apply to EU and UK consumers cancelling standard items under their legal 14-day cancellation right. For non-EU and non-UK orders, the fee may apply to voluntary cancellations of standard items before processing.

Legally Binding Contract (Clarification):

Nothing in this section limits any rights you may have under applicable consumer laws.

Buyer Remorse:

• EU & UK customers: For standard (non-custom) items, you may cancel within 14 days of delivery without giving a reason, including change of mind or buyer remorse.
• All customers outside the EU/UK and/or after the cancellation or return window: once the applicable cancellation or return period has passed, “buyer no longer wants the items” is not a valid reason for cancellation.
• Custom-made kits (all regions): because these are produced specifically for you, they cannot be canceled once production has started, except where required by law or if the item is defective or not as described.

Found Cheaper:

• EU & UK customers: For standard (non-custom) items, you may cancel within 14 days of delivery without giving a reason, including if you found a lower price elsewhere.
• All customers outside the EU/UK and/or after the cancellation or return window: once the applicable cancellation or return period has passed, “found items cheaper somewhere else” is not a valid reason for cancellation.
• Custom-made kits (all regions): the custom-made rule above applies.

Processing time: all orders are fulfilled within 2-5 business days.

Estimated transit time after dispatch: 7-16 days. Delivery estimates are not guarantees and may be affected by peak seasons, carrier delays, weather, and customs clearance. Customs processing time is not included in our delivery estimates.

Delayed Orders:

If your order has not arrived in the estimated times, please contact support. This excludes errors made by customers regarding shipping details or missed parcel deliveries.

Tracking:

A tracking number will be emailed to you as soon as the information becomes available.

Customs and import fees:

International orders may be subject to import duties, taxes, VAT, and brokerage fees set by your country. These charges are the customer’s responsibility. If a parcel is refused due to unpaid customs fees and is returned to us, we will refund the item price only, minus any return shipping or carrier charges we incur.

Lost parcels:

A parcel is considered lost if tracking shows no movement for 30 days after shipment, or if it has not arrived within 60 days of shipment, whichever comes first. Once a parcel is confirmed lost, we will offer a free replacement or a full refund. We may require cooperation with a carrier investigation.

If you have any questions about returns, refunds, delivery, or exchanges, please contact our customer service team:

Email: hello@atcreativeavenue.store

Company Legal Address:

For legal correspondence and service of documents, our business address is:
Office 13811 182-184 High Street North
East Ham, London, E6 2JA, United Kingdom