Return & Refund Policy

Every mouldique casting is handmade to order from your family's own impressions. Because each piece is unique and personalised, it cannot be resold or restocked. For that reason, custom castings are not eligible for return or exchange due to a change of mind.

This does not affect your rights where an item arrives damaged, defective, or materially different from what you ordered.

If your order arrives damaged or with a manufacturing defect, we will put it right at no cost to you. Please:

• Contact us within 48 hours of delivery.
• Send clear photos of the item and its packaging.
• Keep the original packaging until the issue is resolved.

Once verified, we will repair the piece, remake it, or issue a refund — whichever you prefer and whichever is practical for the item.

Where a remake is needed, we may ask you to attend a fresh casting session or, for delicate cases such as newborn impressions, we will work from the original mould wherever possible. Remakes are prioritised in our production queue and are completed as quickly as the material curing process allows.

• Before casting or production begins — cancel for a full refund of anything you have paid, including any advance.
• After production has begun — because materials and studio time are already committed, the advance payment becomes non-refundable. Any balance beyond that is refunded.
• Missed appointments — please give us at least 24 hours' notice to reschedule a home visit or studio session at no charge.

• Accidental damage, drops, or breakage after delivery.
• Normal variation in colour, texture, or finish inherent to handmade pieces.
• Damage from improper display, moisture, or exposure to direct heat and sunlight.
• Change of mind, or approval of a design that was confirmed by you before production.

Approved refunds are returned to the original payment method:

• bKash, Nagad, or Rocket — refunded to the number used for payment.
• Card — refunded to the same card.
• Cash on delivery — refunded via your preferred mobile wallet.

Refunds are typically completed within 7–10 working days of approval. Delivery charges are refundable only where the fault was ours.

Get in touch through any channel with your order reference (for example ORD-XXXXXXXX), a short description of the issue, and supporting photos. Our team will confirm the next steps within two working days.

You can reach us via our contact page, or by phone or WhatsApp using the details in the footer.

We may update this Return & Refund Policy from time to time. The version published on this page at the time of your order is the one that applies.