Effective Date: 21 November 2025
If you have any questions, please contact [email protected].

At atCreativeAvenue, we strive to deliver the best in quality and value. If for any reason you are not satisfied with your order, we are happy to take back the product and issue a full refund subject to the terms below.

1. Return Timeframes & Rights

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.

2. Eligibility for Returns

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).

3. How to Request a Return or Exchange

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

1. Contact Us:
   Email [email protected] or on Whatsup: +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.

2. 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.

3. 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.

4. Refunds & Processing Times

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.

5. Damaged, Faulty, or Incorrect Goods

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

• Contact us immediately at [email protected] 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.

6. Exchanges

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.

7. Order Returns, Cancellations & Modifications

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 and 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.

8. Delivery & Tracking Information

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 hasn’t 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.

9. Customs, Import Duties, and Lost Parcels

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.

Contact Us

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

Email: [email protected]

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

Effective Date: 21 November 2025
If you have any questions, please contact [email protected].

1. Introduction

Welcome to atCreativeAvenue (“we”, “us”, “our”, or “the Company”). These Terms and Conditions (“Terms”) govern your use of our website www.atcreativeavenue.store (“Website”) and any purchases or services offered through it.

By accessing or using our Website, you agree to be bound by these Terms, our Privacy Policy (https://atcreativeavenue.store/privacy-policy), and Cookies Policy. If you do not agree with any part of these Terms, please do not use our Website.

You should read these Terms carefully before placing an order. Your continued use of the Website after any changes means you accept the updated Terms.

2. Legal Entity and Contact Information

Owner: ATCA GROUP LIMITED
Company Number: 16643224
Address: Office 13811 182-184 High Street North, East Ham, London, E6 2JA, United Kingdom
Email: [email protected]
WhatsApp: +44 7700 182 615

3. Eligibility

You must be at least 18 years old or have reached the age of majority in your jurisdiction to purchase products from our Website. By using our Website, you confirm that you meet these requirements.

If you are under the age of majority, a parent or legal guardian must place the order on your behalf.

4. Products and Orders

Our products include paint-by-number kits and related art materials.
We may also offer diamond-by-number kits and related accessories.

All product descriptions, images, and prices are provided in good faith and are subject to change without notice.
Placing an order constitutes an offer to buy. We reserve the right to accept or decline any order at our sole discretion.

Order Process

• Select your products and add them to your shopping cart.

• Follow the checkout process and provide required information.

• Review your order and accept these Terms.

• Submit your order and complete payment.

• You will receive an order confirmation by email. This confirmation does not constitute acceptance of your order, but is an acknowledgment that we have received it.
  
  

Order Acceptance

Your order is accepted once we send you a shipping confirmation email or, for digital products, an email with access or download instructions.
The contract for sale between you and atCreativeAvenue is formed only when we dispatch the product(s) and send you a Shipment Confirmation email.

Custom photo kits and uploaded images:
If you order a custom paint-by-number kit and upload a photo or file, you confirm that you own the rights to the image or have permission to use it, and that it does not contain illegal, offensive, or infringing content.
Production of custom kits starts after you submit your order. If your photo is too low quality or unsuitable (including copyright or illegal content), we will request a replacement photo. If you do not provide a usable photo within a reasonable time, we may cancel and refund the order or offer store credit.
Custom-made kits are produced specifically for you, so they cannot be cancelled once production has started, except where required by law.

5. Prices and Payment

Prices are displayed in EUR (or any other currency based on location) and include VAT where applicable, unless otherwise stated.

We accept payment by Visa, MasterCard, PayPal, Apple Pay, Google Pay.
Payment must be made in full before the order is dispatched.

We reserve the right to change prices at any time without notice. Price changes will not affect orders already placed.
Discount codes and promotions may have separate terms shown at checkout or in the promotion details.

6. Shipping and Delivery

We ship worldwide. Shipping costs and estimated delivery times are shown at checkout and in your order confirmation.

Delivery times are estimates only. We are not responsible for delays caused by customs, postal services, or other external factors.

Risk of loss passes to you upon delivery.

7. Customs, Duties & Taxes

International orders may be subject to import duties, customs fees, and taxes imposed by your country. These are your responsibility.

8. Returns and Refunds

Please refer to our Returns & Refunds Policy for details on returning products and requesting refunds:
Returns & Refunds Policy: https://atcreativeavenue.store/pages/returns-and-refunds-policy

If you are a consumer in the European Union, you have the right to withdraw from a distance contract within 14 days without giving any reason. Details and instructions can be found in our Returns & Refunds Policy.
This legal right to withdraw does not apply to custom-made or clearly personalized kits, except where required by law or if the item is defective or not as described.

8A. Statutory Guarantee of Conformity (UK/EU Consumers)

As a consumer, you benefit from a legal guarantee of conformity for goods purchased. This means we are legally responsible for ensuring that the products sold to you meet the following standards at the time of delivery and for a minimum period of two years from delivery (or longer as determined by your local law):

• The goods must be of satisfactory quality.

• The goods must be fit for any purpose made known to us.

• The goods must match the description, model, or sample provided.

Remedies:
If your product is faulty, not as described, or otherwise defective during this period, you are entitled to the legal remedies of repair or replacement free of charge. If these remedies are unavailable or disproportionate, you are entitled to a price reduction or a final right to reject the goods and receive a refund. This guarantee is in addition to, and does not affect, your 14-day right to withdraw/cancel as described in Section 8.

9. Intellectual Property

All content on this Website, including text, images, logos, and designs, is the property of atCreativeAvenue or its licensors and is protected by copyright and trademark laws.

You may not use, reproduce, distribute, or modify our content without our written permission.
Any custom kit designs we create from your photo are for your personal use only and may not be reproduced or resold without our permission.
By uploading a photo for a custom kit, you grant us a limited, non-exclusive license to use that image solely for creating and fulfilling your custom order.

10. User Content

If you submit reviews, images, or other content to us, you grant us a non-exclusive, worldwide, royalty-free license to use, display, and distribute this content for promotional and operational purposes.
You confirm that any content you submit is yours or that you have permission to submit it, and that it does not infringe third-party rights.
We will not use customer-uploaded photos for marketing unless you give explicit written permission.

11. Prohibited Activities

You agree not to:

• Violate any applicable law or regulation.

• Use our Website for fraudulent or unlawful purposes.

• Attempt to gain unauthorized access to our systems.

• Use any automated means to access, monitor, or copy our Website without our prior written consent.

• Upload or submit content that is illegal, abusive, defamatory, pornographic, obscene, or that infringes copyright, trademark, or privacy rights.

12. Limitation of Liability

To the extent permitted by law, we are not liable for any indirect, incidental, or consequential damages arising from your use of our Website or purchase of products.

Our total liability for any claim arising out of or relating to these Terms or your use of the Website will not exceed the amount you paid for the relevant product(s).

13. Disclaimer

Our products are provided “as is” and “as available”. We make no warranties regarding the accuracy, reliability, or completeness of information on our Website.
This disclaimer does not affect your statutory rights relating to faulty or misdescribed goods.

14. Links to Third Parties

Our Website may contain links to third-party websites (e.g., YouTube, Instagram, Facebook, etc.). We are not responsible for the content or practices of these sites.

15. Privacy and Cookies

Please review our Privacy Policy and Cookies Policy for details on how we collect and process your data, including cookies and analytics tools (such as Google Analytics, Facebook Pixel, Microsoft Clarity, etc.).
Privacy Policy: https://atcreativeavenue.store/privacy-policy

16. Changes to These Terms

We reserve the right to modify these Terms at any time. Changes will be posted on this page with an updated “Effective Date.” Your continued use of the Website after changes are posted constitutes your acceptance of the revised Terms.

17. Governing Law and Jurisdiction

These Terms are governed by the laws of England and Wales.
Any disputes will be subject to the exclusive jurisdiction of the courts of United Kingdom.
For clarity, this does not remove any mandatory consumer protections that apply in your country of residence.

18. Contact

For questions about these Terms, please contact us at:
Email: [email protected]
Whatsup: +44 7700 182 615

19. Disputes and Alternative Resolution

If you have a complaint, please contact us first and we will try to resolve it directly. We are not required to participate in an ADR scheme, but we may agree to do so on a case-by-case basis.
If you are an EU consumer, you may have access to EU dispute resolution options available in your country.

Effective Date: 21 November 2025

This Privacy Policy explains how atCreativeAvenue (“we”, “us”, “our”, or “the Company”) collects, uses, discloses, and protects your personal information when you visit our website www.atcreativeavenue.store (“Website”), make a purchase, or otherwise interact with us.
If you have any questions, please contact [email protected].

1. Introduction

We are committed to protecting your privacy and handling your data in a transparent, secure, and lawful manner, in compliance with the European General Data Protection Regulation (GDPR) and applicable local laws.

2. Data Controller

Data Controller: ATCA GROUP LIMITED
Contact Email: [email protected]
Registered Office: Office 13811 182-184 High Street North, East Ham, London, E6 2JA, United Kingdom
Company Registration Number: 16643224
Registered in: England and Wales

3. What Data We Collect

We may collect the following categories of personal data:

• Contact Information: Name, email address, phone number, shipping/billing address

• Account Information: Login credentials, purchase history, wishlists

• Payment Data: Payment method, transaction details (handled securely via payment processors; we do not store card details)

• Order Information: Products purchased, delivery information, returns

• Communications: Emails, support requests, reviews, and other correspondence

• Device and Usage Data: IP address, browser type, operating system, referral URLs, pages viewed, clicks, session times

• Cookies and Tracking Data: Information collected via cookies and similar tracking technologies (see Cookies Policy)

• Marketing and Analytics Data: Data from Facebook Pixel, Meta Pixel, Google Analytics, Microsoft Clarity, A/B testing tools, and embedded YouTube/Instagram content

Custom Photo Data (for custom kits):
If you upload a photo or file for a custom paint-by-number kit, we collect that image and store it within your WordPress order files. These images are used only to produce your custom kit. After production, we do not use or access the photo again. We keep the photo with the order record for 6 years as part of our accounting and tax record obligations and as proof of the sale for HMRC. We retain the photo for this period because it is stored within the WordPress order record and cannot be practically separated from that required record. After 6 years, the photo is deleted along with the order record unless we must keep it longer by law. These images are accessible only by our internal team. We do not use uploaded photos for marketing unless you give explicit written permission.

4. How We Use Your Data

We use your personal data to:

• Process and fulfill your orders

• Provide customer support

• Improve our website, products, and services

• Communicate with you regarding your orders, account, or promotional offers (with your consent where required)

• Manage your account and preferences

• Perform analytics, measure performance, and conduct A/B testing

• Protect our business, prevent fraud, and comply with legal obligations

• Provide targeted advertising and retargeting via Facebook, Meta, Google, Microsoft, and similar platforms (with your consent as required)

• Produce custom kits from customer-submitted photos or files, including preparing the custom design and coordinating production and delivery

5. Legal Bases for Processing

We process personal data under these legal bases:

• Performance of a Contract: To fulfill orders and provide requested services

• Legal Obligation: To comply with tax, accounting, and other legal requirements

• Consent: For email marketing, cookies, and analytics (where legally required)

• Legitimate Interests: To operate, analyze, and improve our business (without overriding your rights)

• Production of custom kits: Performance of a contract and legitimate interests (to deliver the product you ordered)

6. How We Share Your Data

We may share your data with:

• Service Providers: Shipping partners, payment processors, customer service platforms, IT and cloud service providers

• Analytics and Marketing Providers: Facebook/Meta, Google Analytics, Microsoft Clarity, A/B testing tools
  (Sharing with analytics and marketing partners is based on your Consent via our cookie banner where required, and on our Legitimate Interests to analyze, market, and grow our business.)

• Embedded Content Providers: YouTube, Instagram (when you view embedded content, your data may be collected by those platforms)

• Legal Authorities: If required by law, regulation, or legal process

• Successors: In the event of a merger, acquisition, or sale of assets

We do not sell your personal data.

Additional advertising and analytics partners we may use include:
Google Ads remarketing, TikTok Pixel, Microsoft Ads, Reddit Pixel, Pinterest Pixel, and other similar tracking tools configured through Wordpress and Google Tag/Ads systems.

7. International Transfers

As our partners and platforms may be located outside the European Economic Area (EEA), your data may be transferred internationally. We ensure that appropriate safeguards (such as Standard Contractual Clauses) are in place to protect your data.

8. How Long We Keep Your Data

We keep your data only as long as necessary for the purposes described in this policy, or as required by law. When no longer needed, your data is securely deleted or anonymized.

• Order and transaction records: we retain these for 6 years from the end of the financial year they relate to, to meet UK tax and accounting requirements.

• Marketing data: we keep your marketing preferences and subscriptions until you unsubscribe or ask us to delete them.

• Custom photo uploads: we retain uploaded customer photos in the WordPress order files for 6 years together with the related order record, primarily to satisfy accounting and tax record obligations and to keep proof of the sale for HMRC. We also retain these photos for this period as a legitimate interest to resolve disputes, warranty issues, or legal claims relating to the custom product. After 6 years, the photos are deleted with the order record unless a longer period is required by law.

9. Your Rights

Depending on your location and applicable laws, you may have the following rights:

• Access: Request a copy of your personal data

• Rectification: Request correction of inaccurate data

• Erasure (“Right to be Forgotten”): Request deletion of your data

• Restriction: Request restriction of processing

• Objection: Object to processing (for example, for direct marketing)

• Portability: Request transfer of your data to another provider

• Withdraw Consent: Where we rely on consent, you may withdraw it at any time

• Lodge a Complaint: With your local data protection authority

To exercise your rights, please contact us at [email protected].
If you are in the UK, you can also lodge a complaint with the Information Commissioner’s Office (ICO). If you are in the EU, you can lodge a complaint with your local supervisory authority.

10. Cookies and Tracking Technologies

We use cookies and similar technologies to:

• Enable website functionality (essential cookies)

• Analyze usage (for example, Google Analytics, Microsoft Clarity)

• Provide personalized ads and retargeting (for example, Facebook Pixel/Meta Pixel)

• Integrate embedded content (for example, YouTube, Instagram)

You can control cookies via your browser settings or via our cookie consent banner.
For more details, see our Cookies Policy.
Our cookie banner allows you to accept or reject non-essential cookies in regions where consent is required.

11. Marketing Communications

With your consent (where required), we may send you marketing emails or SMS about our products and offers. You can unsubscribe at any time via the link in our emails or by contacting us.

Marketing platforms we use may include Klaviyo and WordPress Email. Customer support communications may occur via Zoho, Google Workspace Email and WhatsApp Business.

12. Children’s Privacy

Our Website is not intended for children under the age of 16. We do not knowingly collect personal data from children. If you believe a child has provided us with personal data, please contact us for removal.

13. Data Security

We use appropriate technical and organizational measures to protect your data against unauthorized access, alteration, disclosure, or destruction.
No method of transmission over the Internet or electronic storage is completely secure, but we work to protect your data and regularly review our safeguards.

14. California Privacy Rights (if applicable)

If you are a California resident and our business is subject to the California Consumer Privacy Act (CCPA) as amended by the CPRA, you may have additional rights, including the right to know, delete, correct, and opt out of the sale or sharing of your personal information.

We do not sell personal information. We may share certain identifiers and browsing data with advertising partners for cross-context behavioral advertising.

To opt out of such sharing, please contact us at [email protected] with your request. We will process opt-out requests where required by law.

15. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal obligations. Changes take effect when posted on this page. If we make material changes, we will post a clear notice on the Website.