Refund & Return

At Art Heaven Supplies, our goal is to give artists and creative customers across Pakistan a smooth and reliable shopping experience. We understand that sometimes products may not fully meet expectations, arrive damaged, or require exchange. That’s why we have designed this Return & Refund Policy to be fair, transparent, and aligned with local business practices. Please read carefully before making a purchase.

1. Eligibility for Returns

You may request a return or exchange within 7 days of receiving your order.
To be eligible, the product must be unused, in its original condition, and in the original packaging (including tags, labels, and protective wrapping).
Items that show signs of use, tampering, or intentional damage will not qualify for a return or refund.
Certain products such as paint tubes, brushes, and consumable art supplies may not be returnable if opened, due to hygiene and usability concerns.

2. Damaged, Defective, or Wrong Item Delivered

If you receive a product that is damaged in transit, defective, or different from what you ordered, please contact us immediately with clear pictures or a short video of the issue.
We will verify the claim and offer either a replacement, exchange, or full refund depending on your preference and product availability.
Damaged or defective claims must be reported within 48 hours of delivery for swift resolution.

3. Return Process

To initiate a return, email us at artheaven0000@gmail.com with your order number, reason for return, and proof (pictures/videos if applicable).
Our team will review the request and provide you with return instructions, including the return shipping address.
Please pack the product securely to avoid further damage during return shipping.

4. Return Shipping Costs

If the return is due to our mistake (wrong product, damage, or defect), we will cover the shipping cost.
If the return is due to customer preference (change of mind, size/color not suitable, etc.), the customer will bear the return shipping charges.
Shipping charges paid during the original order (including Cash on Delivery fees) are non-refundable.

5. Refunds

Once your returned product is received and inspected, we will notify you of the approval or rejection of your refund.
Approved refunds will be processed within 7–10 working days through bank transfer, Easypaisa/JazzCash, or the original payment method (where applicable).
In case of Cash on Delivery (COD) orders, refunds will be issued via bank transfer or mobile wallet.

6. Exchanges

Customers who prefer an exchange instead of a refund may request a replacement product of equal or higher value.
If the replacement item is of higher value, the customer must pay the difference before the exchange is processed.
Exchanges are subject to product availability in our inventory.

7. Non-Returnable & Non-Refundable Items

For health, safety, and usability reasons, certain items cannot be returned or refunded, including:

Opened or used paints, mediums, and chemicals.
Paintbrushes, markers, and pencils once unsealed.
Customized or made-to-order products.
Discounted, clearance, or final-sale items.

8. Order Cancellation Policy

Orders can be canceled within 12 hours of placement if they have not been processed or shipped.
Once the order has been shipped, cancellation is not possible, and the normal return process will apply.

9. Late or Missing Refunds

If you have not received your refund within the stated timeline, please first check your bank or mobile wallet again.
Then contact your bank or payment provider, as processing times may vary.
If you still have not received your refund after 10 working days, reach out to us at artheaven0000@gmail.com.

10. Shop with Confidence

At Art Heaven Supplies, we stand behind the quality of our products. Our return and refund process is designed to protect our customers’ rights while maintaining fairness to the business. We are always here to support you and ensure that your shopping journey with us remains stress-free.

11. Contact Us

If you have any questions about returns, refunds, or exchanges, please contact our support team:

Art Heaven Supplies
📧 Email: artheaven0000@gmail.com