Refund policy
Our Commitment
We take great care in inspecting, preparing, and packing every Brush and Pencil order. Each package is handled personally, and we want every customer to receive the correct products in good condition.
If we make a mistake, or if an item arrives damaged or defective, we will make it right.
All Sales Are Final
Because Brush and Pencil products are specialized art materials, we do not accept returns or exchanges.
Please review product descriptions, sizes, and quantities carefully before placing your order. Contact us at support@brushandpencil.com before ordering if you need help choosing the right product.
Order Cancellations
Please contact us as soon as possible if you need to cancel an order. We will accommodate cancellation requests when possible, but an order cannot be cancelled once it has been packed, fulfilled, or shipped.
Damaged, Defective, Missing, or Incorrect Items
Please contact us within 7 calendar days of delivery if:
- An item arrives damaged
- A product has a manufacturing defect
- An item is missing from the order
- You receive a product different from what you ordered
Please include:
- Your order number
- A brief description of the problem
- Clear photographs of the product
- Photographs of the shipping box, shipping label, and packaging when shipping damage is involved
Once the problem is confirmed, Brush and Pencil will send a replacement at no additional charge, including the replacement shipping cost.
If the original product is no longer available, we will contact you to arrange an appropriate alternative.
Items That Do Not Qualify for Replacement
We do not provide replacements for:
- Ordering the wrong product, size, or quantity
- Changing your mind
- Personal preference
- Improper use, handling, or storage
- Damage occurring after delivery
- Minor variations in color, texture, coating, packaging, or appearance that do not affect the product’s intended performance
Please Do Not Send Products Back
Do not return any product unless Brush and Pencil specifically requests it and provides written instructions.
Unapproved returns will not be accepted.
Contact Us
We normally respond within 1–2 business days.