Return & Refund Policy

Qalam & Craft 

At Qalam & Craft, we take pride in creating high-quality acrylic plaques, canvas paintings, personalized gifts, and custom-printed products. Every order is prepared with care, and customer satisfaction is important to us.

Please review our return, refund, replacement, and cancellation terms before placing an order.

1. Damaged or Defective Products

If your order arrives damaged, defective, or incorrect, please contact our customer support team immediately after delivery.

We strongly recommend recording a continuous unboxing video, particularly if the parcel's outer packaging appears damaged.

To report an issue, please provide:

• Your order number

• Clear photographs of the damaged or incorrect product

• Photographs of the outer packaging, where available

• An unboxing video, if recorded

• A brief explanation of the issue

We recommend reporting delivery damage as soon as possible, preferably within 24 hours of receiving your parcel.

An unboxing video helps us investigate delivery damage, but its absence does not automatically invalidate a genuine claim.

Once a claim is verified, we will arrange a replacement for an eligible damaged, defective, or incorrectly supplied product at no additional product or replacement-delivery cost to the customer.

Other remedies will remain available where required by applicable consumer protection laws.

2. Personalized and Custom-Made Products

Customized products are created specifically according to customer instructions, including personalized names, text, artwork, photographs, and approved designs.

Personalized products cannot normally be returned or refunded due to:

• A change of mind

• Customer-provided spelling mistakes

• A change in personal preference

• Incorrect details approved by the customer

• A request to change an approved design after production

However, customized products remain eligible for appropriate remedies if they arrive damaged, contain a manufacturing defect, or differ materially from the approved order due to an error by Qalam & Craft.

3. Non-Customized Products

Non-personalized products may be considered for change-of-mind returns within [CONFIRM RETURN WINDOW] after delivery, subject to return approval.

To qualify for a change-of-mind return, the product must be unused, undamaged, and returned with its original accessories and suitable protective packaging.

The customer is responsible for applicable original delivery costs, return shipping costs, and reasonable packaging costs associated with the return.

Any proposed deductions or charges will be communicated and agreed upon before an optional change-of-mind return is accepted. Customers will not be charged twice for the same expense.

Please contact us for approval and return instructions before sending any product.

4. Order Cancellation

Customers may request cancellation or changes within 6 hours of placing an order, provided that custom production or printing has not already started.

Once production or printing has started, cancellation or changes may not be possible.

Any requested changes after production or approved design work has begun may involve additional charges based on the work and materials already used. These charges will be communicated for customer approval before further work is undertaken.

5. Personalized Design Approval and Remakes

Customers are responsible for reviewing names, spellings, dates, photographs, and other submitted personalization details.

Once a final design has been approved, further changes may require additional charges.

If an order has already been dispatched and the customer requests a new product due to a change in personalization or preference, a remake may be offered at 50% of the original product price, subject to confirmation of any additional delivery cost before payment.

This customer-requested remake charge does not apply to verified manufacturing errors, incorrect fulfillment, delivery damage, or remedies required by law.

6. Refund Processing

Where a refund is approved or legally required, our team will confirm the refund amount, method, and expected processing timeline with the customer.

Eligible change-of-mind refunds for non-customized products may be adjusted for previously disclosed and agreed shipping, return, or packaging costs.

For approved returns, products must be sent according to the return instructions provided by our team.

Return address: will be Provided by our Team.

7. Product Color Warranties

Selected products may include a specific color warranty, including lifetime color coverage where expressly stated on the product page.

Warranty eligibility, coverage, exclusions, and available remedies will be described in the applicable product listing or accompanying warranty terms.

Products without an expressly stated color warranty are not automatically covered by a lifetime warranty.

8. Contact Us

For returns, damaged-product claims, replacements, or cancellations:

Email: Qalamandcraft@gmail.com

WhatsApp: +92 303 6366000

Business location: Gujranwala, Punjab, Pakistan

Nothing in this policy limits consumer rights or remedies that cannot legally be excluded under applicable law.