Last updated: October 22, 2026
At Al Madina Studio, every customized gift is made with care in Mandi Bahauddin, Punjab, and delivered across Pakistan. This policy explains clearly when you can get a free replacement, refund, or return, how to request one, and how long it takes. We want you to be fully happy with your order.
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Quick Summary
- Problem with your order? Message us on WhatsApp within 48 hours of delivery with clear photos or an unboxing video.
- Damaged, defective, or wrong item? We send a free replacement, or a full refund if a replacement is not possible.
- Customized (personalized) products are made especially for you, so they cannot be returned for change of mind.
- Cancel before production starts for a full refund.
- Refunds are processed within 5–7 working days after approval.
1. Customized & Personalized Products
Customized products include mugs, photo frames, cushions, LED lamps, jewelry, t-shirts, shawls, and Nikkah or wedding gift sets that carry your photo, name, text, or design. Because each one is made specifically for you, we cannot accept returns or give refunds for change of mind, wrong choice of design, or unwanted gifts.
We will reprint, replace, or refund when the problem is our responsibility (see Section 2).
2. When You Are Eligible for a Replacement or Refund
You can request a replacement or refund if your order arrives with any of the following problems:
- Damaged in transit: broken, cracked, or crushed product or packaging.
- Manufacturing or print defect: blurred print, peeling, misaligned design, or faulty material.
- Wrong product: you received a different item, size, or color than you ordered.
- Our personalization error: the name, text, or photo printed differs from the details you approved.
- Missing items: part of your order (for example, one item from a gift set) is not in the parcel.
3. When Replacements or Refunds Are Not Possible
- Spelling mistakes, wrong dates, or wrong photos supplied by the customer and approved before printing.
- Change of mind, or the recipient not liking the gift.
- Small color differences between your screen and the final print, which are normal in digital and sublimation printing.
- Low-resolution or blurry photos supplied by the customer, where we warned you about the quality before printing.
- Damage caused after delivery, including misuse, washing instructions not followed, or accidental breakage.
- Claims made after 48 hours of delivery, or without photo or video proof.
- Parcels refused at the doorstep without a valid reason (see Section 8).
4. How to Request a Replacement or Refund
- Record an unboxing video while opening the parcel (recommended, especially for glass, ceramic, and frames).
- Contact us within 48 hours of delivery on WhatsApp 0346-6458815 or email almadinastudio7@gmail.com.
- Send these details: your name, order number, clear photos or the video of the problem, and a short description.
- We review your claim within 24 hours (business days) and confirm the solution.
- We replace or refund as described below. You do not pay anything extra when the fault is ours.
5. Resolution Options and Timelines
|
Situation |
What We Do |
Timeline |
|
|---|---|---|---|
|
Damaged, defective, or wrong item |
Replacement not possible |
Cancellation before production |
Ready-made (non-customized) item returned within 7 days |
|
Free replacement, including delivery cost |
Full refund of the product price |
Full refund |
Refund or exchange after inspection |
|
Reprint and dispatch in 3–5 working days after approval |
5–7 working days after approval |
5–7 working days |
5–7 working days after we receive it |
6. Order Cancellation Policy
- You can cancel for free before your design is approved and production begins.
- Once your design is approved and printing has started, the order cannot be cancelled, because the product is already made for you.
- To cancel, message us on WhatsApp right away with your order number.
7. Ready-Made (Non-Customized) Items
If you buy a standard item that has no personalization, you may request a return or exchange within 7 days of delivery, provided that the item is:
- Unused, unwashed, and in its original condition and packaging.
- Returned with proof of purchase (order number).
For change-of-mind returns, the customer pays the return shipping. When the fault is ours, we cover it.
8. How Refunds Are Paid
- Cash on Delivery (COD) orders: refunded by bank transfer, JazzCash, or Easypaisa to the account you provide.
- Prepaid orders: refunded to the same method you used to pay.
- Refunds are initiated within 5–7 working days after your claim is approved. Your bank or wallet may take extra time to show the amount.
Refused or undelivered COD parcels
If a customized COD parcel is refused at delivery without a valid reason, we may charge the delivery costs before placing a future order, because the product was made specifically for you. If the courier cannot deliver due to an incorrect address or phone number, please contact us so we can arrange re-delivery.
9. Delivery, Packaging & Transit Damage
We ship nationwide through TCS and other trusted couriers, with protective packaging for fragile items. Standard delivery takes 3–5 working days. Please check your parcel at the time of delivery and record an unboxing video. See our Shipping & Delivery Policy for full details.
10. Frequently Asked Questions
Can I return a customized mug, frame, or cushion if I change my mind?
No. Customized products are made specially for you with your photo, name, or text, so we cannot accept change-of-mind returns. We always replace or refund if the item arrives damaged, defective, or different from the approved design.
How long do I have to report a problem with my order?
You must contact Al Madina Studio within 48 hours of delivery with clear photos or an unboxing video and your order number.
What happens if my gift arrives broken?
Send us photos or an unboxing video on WhatsApp (0346-6458815) within 48 hours. After verification, we send a free replacement. If a replacement is not possible, we refund the product price in full.
How long does a refund take?
Approved refunds are processed within 5–7 working days. COD refunds are sent by bank transfer, JazzCash, or Easypaisa. Prepaid refunds go back to the original payment method.
Can I cancel my order after placing it?
Yes, for a full refund, as long as production has not started and your design is not yet approved. After production begins, cancellation is not possible.
Who pays for return or replacement shipping?
Al Madina Studio pays when the problem is our fault, such as a damaged, defective, or wrong item. For change-of-mind returns of ready-made items, the customer pays return shipping.
Do you deliver and offer refunds across Pakistan?
Yes. We deliver to Karachi, Lahore, Islamabad, Rawalpindi, Faisalabad, Multan, Peshawar, Mandi Bahauddin, and all other cities and towns that our couriers serve. The same refund and replacement policy applies everywhere in Pakistan.
11. Contact Al Madina Studio
Our team is happy to help with any order concern.
- WhatsApp: 0346-6458815
- Email: almadinastudio7@gmail.com
- Website: almadinastudio.com
- Location: Mandi Bahauddin, Punjab, Pakistan
Al Madina Studio may update this policy from time to time. The version published on this page, with the date shown above, applies to all orders placed after that date.