Mold & Magic – Last Updated: May 2026
Introduction
At Mold & Magic, every product is carefully crafted, inspected, and packed before it reaches you. Because our products are handmade and fragile, this policy is designed to be fair to our customers while protecting our small business. By placing an order, you confirm that you have read and agreed to this policy.
Reporting Window
All issues damage, wrong items, or missing parts must be reported within 24 hours of delivery. No claims will be accepted after this window. No exceptions.
Eligibility for Returns
We accept claims only when:
- The wrong item was delivered
- The product arrived damaged due to transit mishandling
- The claim is reported within 24 hours with full proof (Section below)
Required Proof — Mandatory
All claims require:
- Unboxing video continuous, unedited, from the moment of opening (required, no exceptions)
- Clear photos of the item and damage from multiple angles
- Photo of outer packaging and courier label
- Order number or proof of purchas
Claims without complete proof will be automatically declined. We strongly advise all customers to record their unboxing as a precaution.
Non-Returnable Items
No returns or refunds on:
- Used, painted, opened, or tampered products
- Sale, discounted, or promotional items
- Custom or personalized orders
- Items reported after 24 hours
- Products returned without prior written approval
Damaged Products Policy
If your order arrives damaged:
- Retain all original packaging as evidence
- Submit your unboxing video + photos within 24 hours via WhatsApp
- Do not discard, use, or alter the product
Damage claims without unboxing video proof will not be processed.
Wrong Item Policy
If the wrong item was sent, contact us within 24 hours with a photo of the item received, the shipping label, and your order number. Upon verification, we will arrange a replacement at no extra cost.
Handmade & Colour Variation Disclaimer
The following are not defects and are not grounds for a return:
- Minor texture, weight, or surface variations between pieces
- Slight colour differences from product photos due to screen settings
- Small air bubbles, mold marks, or surface irregularities natural to plaster casting
All product images are for representation only.
Fragile Product Disclaimer
Plaster figures are fragile. Handle with care after delivery. Keep away from edges and unsupervised children. Damage caused by the customer after delivery is not covered under this policy.
Exchange Policy
Exchanges are offered only for wrong or transit-damaged items, subject to stock availability. If the item is unavailable, a store credit or refund will be offered. No exchanges for change of mind or partial use.
Refund Approval & Processing
Refunds are issued only after full verification. Once approved:
- Bank Transfer orders: refunded to the same account
- COD orders: refunded via bank transfer or EasyPaisa/JazzCash
Processing time: 5–7 business days after approval.
Cancellation Policy
Before dispatch: cancellations accepted via WhatsApp; full refund issued
After dispatch: cannot be cancelled; standard return process applies upon delivery
Custom orders: cannot be cancelled once production has begun
Shipping Charges
- Original shipping fees are non-refundable unless the error was ours
- Return shipping costs are the customer’s responsibility unless the fault is ours
- We ship within Pakistan only
- We are not liable for courier delays, public holidays, or circumstances beyond our control
Delivery Failure & Incorrect Address
- Orders undelivered due to a wrong or incomplete address provided by the customer are the customer’s responsibility
- Re-delivery, where possible, incurs an additional shipping fee paid by the customer
- Returned parcels will only be resent after the customer covers re-shipping costs
Sale & Discounted Items
All sale, promotional, and discounted items are final sale no returns, exchanges, or refunds under any circumstances.
Customer Responsibility
By ordering from Mold & Magic, you accept responsibility for:
- Providing a correct and complete delivery address
- Being available to receive your parcel
- Recording an unboxing video upon receipt
- Reporting issues within 24 hours
- Reading this policy before purchase
When Refunds Will NOT Be Given
Refunds are declined when:
- The claim is raised after 24 hours
- No unboxing video or proof is provided
- The product has been used, painted, or altered
- Damage occurred after delivery
- The issue is a normal handmade variation
- The item is a sale, custom, or discounted order
- The address provided was incorrect
- The claim appears fraudulent or in bad faith
Contact Us
For all claims and queries, contact us within 24 hours of delivery:
Please have your order number, photos, and unboxing video ready when contacting us.
Legal Statement
Mold & Magic reserves the right to update this policy at any time, refuse non-compliant claims, and decline requests found to be fraudulent or abusive. Repeated misuse of our returns process may result in being permanently blocked. This policy is governed by the applicable consumer protection laws of Pakistan.
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