Refund & Returns Policy

Last updated: [Insert Date]

At Basma, every artwork is printed and prepared with care. Because our products are made-to-order and often custom-sized or framed, please read our policy carefully before placing your order.

1. Custom & Made-to-Order Items

All art prints and framed pieces are produced specifically for you after your order is placed. As such, custom and made-to-order items are not eligible for return or exchange unless the item arrives damaged or defective.

2. Damaged or Defective Items

If your order arrives damaged, misprinted, or defective, we will gladly replace it or issue a full refund. To request a replacement or refund:

• Contact us within 48 hours of delivery
• Provide your order number and clear photos of the damaged item and packaging
• Our team will review your request and respond within 2–3 business days

3. Wrong Item Received

If you receive an item different from what you ordered, please contact us within 48 hours of delivery with your order number and photos. We will cover the cost of return shipping and send the correct item at no additional charge.

4. Order Cancellations

Since production begins shortly after your order is confirmed, cancellations are only accepted within 12 hours of placing the order. After this window, your order enters production and cannot be cancelled or modified.

5. Non-Returnable Items

The following are not eligible for return or refund:

• Custom-sized or custom-framed artwork
• Items damaged due to customer misuse or improper handling after delivery
• Orders cancelled after the 12-hour window
• Change-of-mind requests once production has started

6. Refund Process

Once your refund is approved, it will be processed to your original payment method within 5–10 business days, depending on your bank or payment provider.

7. Shipping Costs

Original shipping fees are non-refundable, except in cases of damaged, defective, or incorrect items where Basma is at fault.

8. How to Request a Refund or Return

To start a request, please contact our support team with your order number and a description of the issue:

• Email: [Insert Email]
• Phone / WhatsApp: [Insert Number]

9. Contact Us

If you have any questions about this policy, feel free to reach out to our customer support team at any time.