Return, Refund & Exchange Policy

Thank you for shopping with Koshindo Art. We want you to love your purchase, but if something isn't right, we’re here to help. Please review our policy below regarding standard orders, custom orders, and special made-to-order requests.

📦 Standard Returns

For non-customized items, we accept returns within [14] days of receiving your order.

Condition: Items must be in their original condition, unused, and packed securely in bubble wrap exactly as they were shipped.
Return Shipping Cost: 65 L.E — paid by the customer.
How to initiate: Contact us at 📧 koshindo.art@gmail.com or 📱 WhatsApp: +201099663839 before sending anything back.

💰 Refunds

Once we receive and inspect the returned item in its original condition, we will process your refund within [3] business days.

⚠️ Important Fee Deductions: A total of 130 L.E will be deducted from your refund total (65 L.E for the original delivery cost + 65 L.E for the return shipping cost). This deduction applies to all returns, even if your original order qualified for free delivery.
Refund Methods: Refunds are issued exclusively via Phone Cash Wallets or InstaPay.

🔄 Exchanges

We accept exchanges for non-customized items within [14] days of receiving your order.

Condition: Items must be in their original condition and packed securely in bubble wrap.
Exchange Shipping Cost: 65 L.E — this will be added to or deducted from your exchange order depending on the price difference of the new item.
How to request: Contact us via Email or WhatsApp and let us know which item you would like instead.

📸 Damaged on Delivery — Photo Required Within 24 Hours

If any item reaches you damaged or broken, send us a clear photo of the damaged item — together with a photo of its packaging — on 📱 WhatsApp +201099663839 or 📧 koshindo.art@gmail.com, within 24 hours of receiving your order.

With the photo, we repair, remake or reship the item for you at no extra cost, or refund you.
Without the photo we cannot proceed with a free refund or reship. This is a shipping company rule, not ours: every parcel is insured, and the shipping company only accepts a damage claim when the photo reaches them within 24 hours of delivery.
Please keep the item and its packaging exactly as they arrived until the claim is settled.

Thank you for your understanding 🙏

📝 Custom & Personalized Orders (Items Listed on Our Website)

Items that are sold on our website but feature custom sizes, custom coloring, or personalized engraving/writing (names, words, etc.) are tailored specifically for you. Because they cannot be resold, the following rules apply:

These items are not eligible for a full refund or standard exchange.
If you wish to return a custom item, you will only receive a 50% partial refund of the item's total price.
This 50% refund is calculated after deducting the delivery and return fees (detailed above), even if your original order qualified for free delivery.
Pieces that are not listed on our website at all (a different item, or a size we do not offer) are not covered by this section — please see Made-to-Order Requests below.

🧩 Made-to-Order Requests

Sometimes you may ask us for a piece, or a size of a piece, that is not offered on our website. These pieces are designed, prepared and printed from scratch for you alone and cannot be resold to anyone else, so they follow separate rules:

A deposit is required before the order is placed. Work only begins after the deposit is received. The deposit amount and the final price are agreed with you in writing (📧 Email or 📱 WhatsApp) before you pay anything, and the deposit is paid via Phone Cash Wallet or InstaPay.
These orders are non-refundable. Once the order is confirmed, the deposit and the order itself are not refundable, not returnable and not exchangeable, and cannot be cancelled — including if you change your mind, no longer need the piece, or refuse to receive the shipment.
The only exception — damage on arrival: If the piece reaches you damaged or broken, send us the photos described in Damaged on Delivery above within 24 hours of receiving it. We will remake or repair it for you at no extra cost, or issue a full refund including the deposit if we are unable to.
If we cannot produce it: If for any reason we are unable to make your piece, your deposit is returned to you in full.
Because these pieces are made to order, small differences in color tone, texture and finish between the reference image and the finished piece are normal and are not considered damage or a defect.

🛡️ Packaging Requirements

Please wrap all returned or exchanged items carefully in bubble wrap, just as they were originally packaged. Items that arrive damaged due to poor packaging will not be eligible for a refund or exchange.