Our Return Policy

At Paint With Pearl / Kustom Pearls, we strive to make sure our customers are satisfied with every purchase. We understand that sometimes, things don’t always work out as planned. That is why we have made our return process as straightforward and simple as possible. If you need to return a product, please make sure you are following the guidelines outlined below.

14-Day Return Period

You have 14 days from the delivery date to request a return. If more than 14 days have passed since the delivery date, we unfortunately can not offer you a refund or an exchange. Please be sure to check your products upon arrival to make sure they meet your expectations.

Eligibility for Returns

To ensure a smooth return process, please make sure your item meets the following criteria:

The item must be unused and returned in the same condition as you received it.
It must be in its original, unopened packaging.

Please note that we are unable to accept returns for any partially used products or wet paints that require HAZMAT shipping, as all sales for these items are final. We appreciate your understanding in this matter.

Returns for Pearls, Candy Pearls, Flakes, and Candy Concentrates

Under specific circumstances, we can accept returns for Candy Pearls, Pearls, Flakes, and Candy Concentrates, and to make sure your items are able to be returned, please keep the following in mind:

The products must be in the same condition as when you received them, and cannot have been used.
The packaging must still be sealed and unopened.
They must be returned within 14 days of the delivery date.

Required Information for Returns

To process your return as efficiently as possible, we require a few pieces of information from you:

Your name
Your order number

Refund Process

Once we have received your item and it has been inspected, you will get an email to confirm that it was received. This email will also notify you of the approval or rejection of your refund. Once approved, we will then process your refund and apply it to your original payment method. Please allow for 1-3 days for the refund to process, and be applied to your credit card or payment method.

What To Do When Refunds are Missing or Late

If you haven’t yet received your refund, please make sure that you have followed these steps:

First, make sure to check your email, or contact us to confirm that we have received the returned item.
Then, Contact your credit card company, or other payment method, and make sure that you are checking to see if the payment has been applied to your account.
Also, if you used your bank account, you should contact your bank, to see how long it takes for your bank to process refunds, as they often take some time before they become visible.

If you have done all of the above steps, and you still have not received your refund, you can reach out to us directly at matt@paintwithpearl.com.

Product Exchanges

We are happy to replace defective or damaged items. If you have received a damaged or defective product, and you wish to exchange it, please follow these guidelines:

Send us an email at matt@paintwithpearl.com to initiate an exchange.
Mail the damaged item to our returns department at 2709 N Saint Paul St., Denver, CO 80205.

Shipping Information for Returns

When returning an item, please mail it to the following address: 2709 Saint Paul Street, Denver, CO 80205.

Please keep in mind that you are responsible for the shipping cost of any returned items. These fees are non-refundable, and your refund will reflect the final price of the item after subtracting the initial shipping cost.

Also note that the delivery time for exchanged items can vary depending on where you are located. For items that are higher value, we always suggest using a trackable shipping service, or purchasing shipping insurance, as we cannot guarantee receipt of your returned items.

If you have any other questions about refunds or returns, please contact us by email at matt@paintwithpearl.com. We’re here to assist you with all of your needs!