PaintedPremiere

Legal

Refunds and Returns

Last updated: September 24, 2026

What changed on September 24, 2026: the trailer engine is now named (Kling, run by Higgsfield), sign-in and its two cookies are listed, trailers carry their own AI-video notice, and refunds have their own page.

Made For You

Every poster is painted from your photo and every print, canvas and garment is made to order, so a change of mind after production has begun is not refunded. What you see is free to refuse: we only print the painting you chose. This page is part of our Terms of Service.

Prints, Canvas and Garments

  • If an item arrives damaged, defective, misprinted, or is not the painting you chose, write to us within 14 days of delivery with a photo of the problem. We replace it or refund it.
  • If a parcel has not arrived, write to us and we take it up with the printer that shipped it.
  • EU and UK customers: because these goods are personalised and made to order, the 14-day right of withdrawal does not apply once production has begun. It still applies to anything that arrives damaged or defective.

Files

A poster file is delivered the moment you pay. If it will not download or open, or is not the poster you set, write to us and we fix it or refund it. Once a working file has been downloaded, it is not refunded.

Passes

Your first 4 paintings are free; after that, 10 passes cost $10. A pass is spent only when the engine returns a painting, so a failed render never costs one. Passes are not refunded once bought.

Trailers

  • A trailer is AI-generated video, made by a video model after you pay and approve the script. The film is the model’s reading of your painting and will not match it stroke for stroke. That is the product, not a defect.
  • If the model refuses your painting, or a build still fails after we have tried it three times, no trailer is made and we refund the trailer in full.
  • Your own voice on the trailer is a $15 line, charged only when your voice was built from your recording before checkout. When it cannot be, your recording goes on as you spoke it, at no charge.

How to Ask

Write to support@painted.app from the email address you ordered with, and include a photo if something arrived wrong. Refunds go back to the card you paid with through Stripe; your bank usually shows them within 5 to 10 business days. PaintedApp, LLC, 1327 SE Tacoma St #394, Portland, OR 97202, USA.