We take great care in packaging our resin pieces. However, because items are fragile, damage during transit can occur.
This policy ensures a fair and smooth claim process for both you and us.

🚨 IMPORTANT: CLAIMS MUST BE MADE WITHIN 48 HOURS OF DELIVERY.

Claims made after 48 hours CANNOT be accepted under any circumstances.

1. What Is Eligible for a Claim?

You may file a claim if:

  • Your item arrived damaged, cracked, broken, or

  • You received the wrong item.

2. Proof Required

To approve a claim, we need ALL of the following:

  1. Clear photos of the damaged area

  2. Clear photos of the COMPLETE product

  3. Photo of outer packaging

  4. Video opening the parcel (This is highly recommended)

  5. Your order number + name

These must be sent within 48 hours of receiving the parcel.

3. How to File a Claim

Email your details to:
📩 resinbyhania@gmail.com
 or WhatsApp your details to the number provided on our website.

Format:

  • Name

  • Order Number

  • Date received

  • Photos & videos attached

  • Short description of the issue

4. What Happens After You Submit?

Within 8-10 working days we will review your claim and offer one of the following:

A. Replacement

We will send a new piece if the same item is available.

B. Store Credit

If you prefer, you can choose store credit equal to the damaged item’s value.

C. Refund

If the item cannot be replaced, we may issue a refund.

5. Cases NOT Eligible

We cannot approve claims for:

  • Damage reported after 48 hours of delivery

  • Damage caused by customer mishandling

  • Slight color, pattern, or design variations (handmade differences)

  • Items exposed to heat, pressure, or moisture after delivery

  • Custom-made items unless broken on arrival

6. Return of Damaged Item

We may ask you to return the damaged item in certain cases.
Return policy will be shared during claim approval.

7. Courier Responsibility Disclaimer

Once the parcel leaves our studio, courier handling is beyond our control.
However, if transit damage is proven, we take responsibility under this policy.

8. Fair Use

If repeated claims are made from the same customer, we reserve the right to refuse future claims.

9. International Orders Damage Policy

Damage claims apply only to domestic (Pakistan) orders.
International orders are NOT eligible for replacements, refunds, or claims due to the nature of global transit.
We provide full packaging proof before dispatch but cannot be held responsible for handling by foreign courier systems.