Return & Refund Policy

Overview

At Isma Art Studio, every artwork is handcrafted with great care, precision, and spiritual intention.
We want you to be completely satisfied with your purchase. This Return & Refund Policy explains your rights and our responsibilities, in compliance with international eCommerce standards.

By placing an order on our website, you agree to the following terms.

1. Eligibility for Returns

Because each artwork is custom-made or produced in limited editions, we can only accept returns in the following cases:

  • The artwork arrives damaged during transport

  • The item you receive is incorrect or significantly different from your order

To qualify for a return:

  • You must contact us within 48 hours of delivery.

  • The artwork must be in its original packaging, unused, and in the same condition as received.

  • You must provide clear photos or videos showing the issue.

If your case qualifies, we will offer a replacement, repair, or full refund — depending on the situation.

2. Non-Returnable Items

The following items are not eligible for return or refund:

  • Custom-made or personalized artworks (color, size, or design created to order)

  • Items damaged due to misuse, mishandling, or lack of care after delivery

  • Gift cards or digital downloads

Because every artwork is individually handcrafted, minor variations in tone, texture, or finish are normal and not considered defects.

3. Damaged or Defective Items

If your order arrives damaged:

  1. Take photos of the package and artwork immediately upon delivery.

  2. Email us at ismail@islamicdesigners.com within 48 hours, attaching your order number and photos.

  3. Once verified, we will arrange a replacement shipment or a refund.

All shipments are insured, and we handle the claim process directly with the courier (DHL, FedEx, or Aramex).

4. Refunds (if applicable)

Once your return is received and inspected, you will receive an email confirming approval or rejection of your refund.
If approved, your refund will be processed automatically, and the amount will be credited to your original method of payment within 5–10 business days, depending on your bank.

Refunds are always made in the original purchase currency.

5. Late or Missing Refunds

If you haven’t received your refund after 10 business days:

  1. Check your bank or payment provider again.

  2. Contact your credit card company (it may take time before your refund is posted).

  3. If you’ve done all this and still haven’t received your refund, please contact us at ismail@islamicdesigners.com.

6. International Returns

For international clients (USA, GCC, Europe):

  • You are responsible for return shipping costs, unless the item was defective or damaged.

  • Customs duties or import taxes are non-refundable, as they are charged by your local authorities.

  • We will assist you with documentation to ensure a smooth customs process when returning your item.

7. Exchanges (if applicable)

We only replace items if they are defective or damaged.
If you need an exchange for the same artwork, contact us at ismail@islamicdesigners.com within 48 hours of receiving your order.

8. Cancellations

You may cancel your order within 24 hours of placing it, provided that production or packaging has not yet started.
Once an order is in progress, cancellation is no longer possible, as each piece is handcrafted on demand.

9. Legal Compliance

Our Return & Refund Policy fully complies with:

  • EU Consumer Rights Directive (2011/83/EU)

  • U.S. Federal Trade Commission (FTC) Mail, Internet, or Telephone Order Merchandise Rule

  • GCC Unified Consumer Protection Law

In accordance with these laws, we ensure transparency, fair treatment, and customer protection across all regions we serve.

10. Contact Information

For all return or refund requests, please contact us at:
📧 ismail@islamicdesigners.com
📍 Casablanca, Morocco
🕓 Monday – Saturday, 9:00 AM – 6:00 PM (GMT+1)