Refund policy
Return and Refund Policy
At Khadija Art and Craft, we want you and your little artists to be happy with every kit you receive. If something isn't right, we're here to make it easy. Here's how our returns and refunds work.
1. Return Eligibility
To be eligible for a return, your item must meet the following criteria:
- The request is made within 7 days of delivery (see Section 2 below)
- The item is unused, unopened, and in its original packaging, with all included pieces (figures, paints, brushes) intact
- You have proof of purchase (order number, receipt, or confirmation email)
- The item is not part of our non-returnable list (see Section 6)
Because our kits include consumable items like paint pots, we're only able to accept returns on kits that haven't been opened or used this keeps things fair and hygienic for everyone.
2. Return Timeframe
- You have 7 days from the date of delivery to request a return.
- To start a return, simply email us at khadijaartandcraft9@gmail.com with your order number and reason for the return.
- Returns requested after this window unfortunately cannot be accepted, except in cases of damaged or defective items (see Section 5).
3. Refund Process and Timing
- Once we receive your returned item, we'll inspect it within 2-3 business days to confirm it meets our return eligibility criteria.
- If approved, your refund will be processed within 10 days of approval.
- Refunds are issued to your original payment method. For Cash on Delivery orders, refunds will be made via bank transfer or EasyPaisa/JazzCash we'll confirm the best option with you directly.
- You'll receive a confirmation email once your refund has been processed. Please note that it may take a few additional days for the amount to reflect in your account, depending on your bank.
- If your return isn't approved (for example, if the item was used or is missing pieces), we'll let you know why and return the item to you if requested.
4. Exchange Options
- Prefer a different kit instead of a refund? We're happy to help with an exchange, as long as the original item meets our return eligibility criteria (Section 1).
- To request an exchange, email us at khadijaartandcraft9@gmail.com with your order number and the kit you'd like instead.
- If the new item costs more, we'll send you a payment link for the difference. If it costs less, we'll refund the difference to your original payment method.
- Exchanges are subject to stock availability at the time of your request.
5. Damaged or Defective Products
We package every kit with care, but if your order arrives damaged, defective, or incorrect, we've got you covered no need to worry about the "unopened" rule in this case.
- Contact us within 3 days of delivery at khadijaartandcraft9@gmail.com with:
- Your order number
- A brief description of the issue
- Clear photos of the damaged/defective item and its packaging
- Once verified, we'll arrange a free replacement or a full refund your choice at no extra cost to you, including no return shipping charge.
- We aim to resolve damage and defect claims within 2-3 business days of receiving your photos.
6. Non-Returnable Items
For hygiene, safety, and quality reasons, the following items cannot be returned unless they arrive damaged or defective:
- Kits that have been opened, used, or painted
- Individual paint pots or brushes purchased separately
- Items marked as "Final Sale" or purchased during clearance promotions
- Gift cards (if applicable)
If you're unsure whether your item qualifies for return, just email us at khadijaartandcraft9@gmail.com we're happy to check for you before you send anything back.
7. Return Shipping Costs
- If the return is due to our error (damaged, defective, or incorrect item), we cover all return shipping costs.
- If the return is due to a change of mind (and the item meets our eligibility criteria), return shipping costs are the customer's responsibility.
- We recommend using a trackable courier service for returns, as we cannot be responsible for items lost in transit back to us.
- Original shipping charges (if any were paid at checkout) are non-refundable, except in cases of our error.
8. Need Help?
Our goal is to make this as stress-free as possible. If anything is unclear or you just want to talk it through, reach out we're real people who genuinely want to help.
Khadija Art and Craft
Email: khadijaartandcraft9@gmail.com
Business Hours: Monday–Saturday, 10:00 AM – 7:00 PM
This policy may be updated from time to time. Any changes will be posted on this page with a revised
