Refund & Returns Policy

Last Updated: July 21, 2026

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Refund & Returns Policy – Al Madina Studio

At Al Madina Studio, customer satisfaction is our highest priority. We understand that shopping online requires trust, and we’re committed to making your experience simple, transparent, and hassle-free.

Since we specialize in personalized and customized gifts, our refund and return policy is slightly different from standard retail stores. Please read this policy carefully before placing your order.

Quick Summary

  • ✅ Returns accepted for damaged, defective, or incorrect products.

  • ✅ Free replacement if we made a mistake.

  • ✅ Refund available for eligible non-customized products.

  • ❌ Customized products cannot be returned due to change of mind.

  • ✅ Claims must be reported within 48 hours of delivery.

  • ✅ Nationwide delivery across Pakistan.

Why Customized Products Cannot Be Returned

Most of our products are made specifically for you using your photos, names, dates, logos, or custom designs.

Because these items cannot be resold to another customer, we cannot accept returns or refunds simply because:

  • You changed your mind.

  • You no longer need the product.

  • You ordered the wrong size or color.

  • You entered incorrect personalization details.

  • Someone else dislikes the design you selected.

Please review your customization details carefully before confirming your order.

Eligible Refund & Replacement Cases

You may qualify for a replacement or refund if:

1. Damaged Product

If your parcel arrives damaged during shipping, we will replace the item at no additional cost.

Examples include:

  • Broken mugs

  • Cracked photo frames

  • Torn cushions

  • Damaged acrylic products

  • Printing damage caused during transit

2. Wrong Product Delivered

If you receive a product different from what you ordered, we will arrange a replacement immediately.

Examples:

  • Wrong design

  • Wrong customer photo

  • Wrong color

  • Wrong size

  • Wrong product variant

3. Manufacturing Defect

If your item has a production defect such as:

  • Poor printing quality

  • Misaligned printing

  • Missing components

  • Factory defects

  • Incomplete personalization

Please contact us within 48 hours after receiving your order.

Non-Returnable Items

For hygiene and personalization reasons, the following products are generally non-returnable unless they arrive damaged or incorrect:

  • Customized mugs

  • Personalized T-shirts

  • Photo frames

  • Acrylic gifts

  • LED photo lamps

  • Customized jewelry

  • Personalized keychains

  • Name plaques

  • Custom cushions

  • Personalized gift boxes

  • Photo prints

  • Anniversary gifts

  • Birthday gifts

  • Wedding gifts

  • Nikkah gifts

  • Memorial gifts

Return Eligibility

To qualify for a replacement or refund:

  • Contact us within 48 hours of receiving your order.

  • Provide your order number.

  • Share clear photos or a short video showing the issue.

  • Keep the product in its original condition until our support team reviews your request.

  • Do not dispose of damaged packaging until your claim has been processed.

Refund Policy

Refunds are approved only in eligible situations where a replacement is not possible.

If approved, your refund will be processed using the original payment method whenever possible.

Typical processing time:

  • 3–7 business days after approval.

Shipping charges are generally non-refundable unless the error was caused by Al Madina Studio.

Replacement Policy

If your request is approved, we will:

  • Produce a new product.

  • Ship the replacement as quickly as possible.

  • Cover replacement shipping costs when the mistake was ours.

Order Cancellation Policy

Orders may be cancelled before production begins.

Once personalization or printing has started, cancellation is usually no longer possible because the product has already been manufactured specifically for you.

Incorrect Personalization Submitted

Customers are responsible for ensuring that:

  • Names are spelled correctly.

  • Dates are accurate.

  • Photos uploaded are correct.

  • Design approvals are reviewed carefully.

Unfortunately, we cannot offer refunds or replacements for mistakes submitted by the customer.

Color & Print Variation

Actual colors may vary slightly due to:

  • Mobile screens

  • Computer monitors

  • Printing process

  • Lighting conditions

Minor color differences are considered normal and are not treated as manufacturing defects.

Shipping Delays

While we always aim to deliver orders on time, delays caused by:

  • Courier companies

  • Weather conditions

  • Public holidays

  • Natural disasters

  • Government restrictions

are beyond our control and do not qualify for refunds.

How to Request a Refund or Replacement

Please include:

  • Order Number

  • Full Name

  • Contact Number

  • Clear photos or video

  • Description of the issue

Our customer support team will review your request and respond as quickly as possible.

Customer Satisfaction Guarantee

Every order is carefully checked before dispatch.

Our quality control team inspects products to ensure:

  • Correct personalization

  • High-quality printing

  • Secure packaging

  • Product accuracy

If we make a mistake, we will always work to resolve it fairly.

Contact Us

If you have any questions regarding our Refund & Returns Policy, please contact us.

Al Madina Studio

Website: https://almadinastudio.com

Email: almadinastudio7@gmail.com

WhatsApp: +92 346 6458815

Location: Mandi Bahauddin, Punjab, Pakistan

We are always happy to assist you before and after your purchase.

Frequently Asked Questions (FAQs)

Can I return a personalized mug?

No. Personalized mugs are made specifically for your order and cannot be returned unless they arrive damaged, defective, or incorrect.

What if my customized gift arrives broken?

Please contact us within 48 hours with photos or a video. We will review your claim and arrange a replacement if the damage occurred during production or shipping.

How long does a refund take?

Approved refunds are typically processed within 3–7 business days.

Can I cancel my order?

Yes, but only before production begins. Once personalization starts, cancellations are generally not possible.

What if I entered the wrong name or photo?

Unfortunately, customer-submitted personalization errors cannot be refunded or replaced, so please review your order carefully before confirming.

 

We always encourage customers to understand their rights as online shoppers. For more information about consumer rights in Pakistan, you may visit the Punjab Government’s Consumer Protection resources.

National Consumer Helpline / Consumer Protection (Pakistan): Click Here