Refund & Return Policy
Personalized frames are custom-made — here is when we replace or refund.
Introduction
Personalized frames are made specially for you. This policy explains when we offer a replacement or refund — in clear, fair language for customers across Pakistan.
Custom products (important)
Because every frame includes your photo, name and message, we generally cannot accept returns for change of mind once production has started. Please use the free WhatsApp preview to confirm everything before we print.
When we will help
Contact us within 48 hours of delivery with photos if:
- There is a printing error (wrong name, spelling, or design different from the approved preview).
- The product is damaged in transit (broken frame, cracked acrylic, LED not working on arrival).
- You received the wrong item or a serious defect in materials.
What we may offer
- Free replacement — re-made and re-shipped at no extra cost when the fault is on our side.
- Partial or full refund — if a replacement is not possible or you prefer a refund after we review the case.
What is not covered
- Low-resolution photos you approved (blurry print if the source file was small).
- Colour differences due to screen vs print (we match the approved preview).
- Damage after delivery from misuse or accidents at home.
- Delays caused by courier or incorrect address you provided.
How to report an issue
- Message us on WhatsApp with your order reference and clear photos of the problem.
- Keep the product and packaging until we confirm next steps.
- We aim to respond within 24 hours on business days.
Payment refunds (Easypaisa / JazzCash)
If you paid in advance and qualify for a refund, we return funds to the same method where possible, usually within 3–7 business days after approval.
Contact
Phone / WhatsApp: +92 341 2929241
Contact page
Questions about your order?
Message us on WhatsApp — we reply quickly with honest answers.