Returns & Refunds
Every IBRELIA™ frame is made to order, so returns are handled differently from mass-produced retail products.
Our policy is designed to protect customers when a genuine issue occurs while keeping the made-to-order process fair and clear.
This page explains when a replacement, return, or refund may apply.
Change of Mind Returns
Because every IBRELIA frame is made specifically after an order is placed, we do not accept returns for change of mind when the correct product has been delivered in proper condition.
This includes situations where:
- The customer changes their mind after delivery
- The customer no longer wants the artwork
- The customer chooses the wrong size
- The customer decides the artwork does not suit the room
- The customer prefers a different design after receiving the order
We strongly recommend checking artwork, size, orientation, and room suitability before placing your order.
If you are unsure, you can use our Wall Art Size Guide or Free Wall Art Consultation before ordering.
Eligible Claims
A claim may be eligible if the customer receives:
- Damaged wall art
- A manufacturing defect
- The wrong artwork
- The wrong size
- Another confirmed fulfilment error
Eligible claims are reviewed under the IBRELIA Quality Promise.
Claim Time Limit
Any damaged, defective, or incorrect-order issue must be reported within:
48 hours of delivery
Claims submitted after this period may not be eligible for replacement or refund.
Required Proof
To review a claim, IBRELIA requires:
- A clear unboxing video
- Clear photographs showing the issue
- Order number
- Customer name
- Short explanation of the problem
The unboxing video should clearly show the parcel being opened and the condition of the item when first removed from the packaging.
Why an Unboxing Video Is Required
An unboxing video helps us determine whether the issue occurred:
- During production
- During packing
- During courier handling
- After delivery
Because wall art can be damaged after opening or installation, the unboxing video is required for eligible damage, defect, or incorrect-order claims.
Damaged Orders
If your frame arrives damaged, contact IBRELIA within 48 hours.
Once the claim is approved, our standard resolution is:
Replacement first
A refund may be considered only if a suitable replacement is not possible.
Manufacturing Defects
If the frame has a genuine production defect, contact us within 48 hours with the required proof.
Examples may include:
- Significant print defect
- Incorrect wrapping
- Structural production issue
- Major surface defect
- Clearly incorrect finishing
Normal screen-to-print color variation is not considered a manufacturing defect.
Wrong Artwork
If you receive an artwork different from the one you ordered, contact us within 48 hours.
Once verified, IBRELIA will arrange an appropriate replacement.
Wrong Size
If IBRELIA supplies a size different from the confirmed order, contact us within 48 hours.
Approved cases will be handled through replacement.
If the customer selected the wrong size when placing the order and IBRELIA supplied the correct confirmed size, this is not considered a fulfilment error.
Replacement-First Policy
For approved claims, IBRELIA will normally provide a replacement before considering a refund.
This means:
- The claim is reviewed
- The issue is confirmed
- A replacement is prepared
- The replacement is dispatched
A refund may be considered if:
- A suitable replacement is not possible
- The issue cannot reasonably be resolved through replacement
- IBRELIA determines that refund is the appropriate resolution
Returning the Original Frame
In most approved claims, the original frame may need to be returned to IBRELIA.
However, we may waive the return requirement if the item is clearly:
- Severely damaged
- Unusable
- Not practical to return
The decision will be made based on the specific claim.
Return Shipping for Approved Claims
If IBRELIA requires the item to be returned as part of an approved claim, IBRELIA will cover the return shipping cost.
Customers should not independently send a return without first receiving instructions from our team.
Unauthorized Returns
Do not send any product back to IBRELIA without prior approval.
Unauthorized returns may not be accepted or processed.
Always contact the IBRELIA team first and wait for return instructions.
Refunds
Refunds are not the first resolution for eligible order issues.
IBRELIA will generally attempt replacement first.
Where a refund is approved, it will apply to the eligible amount confirmed by our team.
Refund processing time may vary depending on the payment method used.
Standard Order Cancellation Before Production
If a standard order is cancelled before production begins, any eligible advance payment will be refunded in full.
Once production begins, the order becomes non-cancellable.
For full cancellation rules, please refer to our Cancellation Policy.
Custom Wall Art
Custom and personalised wall art is created specifically according to customer instructions and approved artwork.
Once the customer gives written approval and production begins, the order becomes non-cancellable and cannot be returned because of a change of mind.
Approved details such as:
- Names
- Dates
- Quotes
- Spelling
- Layout
- Positioning
- Design elements
are considered confirmed once written approval has been provided.
Custom Order Errors
If IBRELIA produces the custom artwork differently from the final approved version, the issue may qualify as a production error.
If the final product matches the artwork approved by the customer, the approved content is not considered a production defect.
Screen-to-Print Color Differences
Digital screens and physical prints reproduce color differently.
Slight differences in:
- Brightness
- Saturation
- Tone
- Contrast
- Color appearance
may occur between the product image viewed on a phone, tablet, or monitor and the final printed artwork.
Minor screen-to-print differences are normal and do not qualify as defects.
Damage After Delivery
IBRELIA is not responsible for damage caused after the item has been safely delivered and received, including damage caused by:
- Incorrect installation
- Dropping the frame
- Poor wall fixings
- Water exposure
- Excessive moisture
- Harsh cleaning chemicals
- Outdoor use
- Improper storage
- Bending or twisting
- Customer handling
Please follow our How to Hang Your Wall Art and Wall Art Care Guide.
Installation Damage
Damage caused while hanging or installing the frame is not considered a manufacturing defect.
For larger frames or uncertain wall conditions, we recommend using appropriate hardware or a qualified installer.
Courier Damage
If damage appears to have occurred during transportation, the claim must still be reported within 48 hours with:
- Unboxing video
- Clear photos
- Order details
Once approved, IBRELIA will coordinate the appropriate resolution.
Refused Parcels
Refusing a confirmed order at delivery does not qualify as a return or refund request.
Customers who refuse confirmed made-to-order orders may be required to pay 50% advance on their next order.
For delivery and re-dispatch rules, refer to our Shipping & Delivery policy.
Open Parcel
Open-parcel inspection is not available.
Customers must receive the parcel first and report any eligible issue afterward through the official claims process.
How to Submit a Claim
Contact us within 48 hours of delivery:
WhatsApp / Phone: +92 321 055 2222
Email: info@ibrelia.com
Please send:
- Order number
- Customer name
- Unboxing video
- Clear photos
- Short explanation of the issue
Our team will review the information and guide you through the next steps.
Our Approach
We want the policy to be fair to both the customer and the made-to-order process.
If IBRELIA sends the wrong product or a genuine manufacturing or delivery issue occurs, we will review it and provide an appropriate resolution.
If the correct made-to-order product arrives in proper condition, it cannot be returned simply because preferences changed after delivery.
IBRELIA™
Pakistan’s Premium Wall Art Brand.
Walls That Speak.
