Refund Policy

This Refund Policy explains how Nour Elmassry ("we", "us", or "our") handles cancellations, damages, incorrect orders, and refunds for physical and digital artworks purchased through this site. It should be read together with our Terms of Service.

1. Made-to-Order Production

Every physical print is produced on demand after your order is placed — we do not hold pre-printed stock. This lets us maintain museum-quality standards for every edition, but it also means production begins shortly after payment is confirmed.

2. Cancellations

Because each print is made to order, cancellations can only be accepted before production begins. If you wish to cancel an order, contact us as soon as possible after purchase.

Once printing has started, the order can no longer be canceled or refunded for reasons of change of mind, as the materials and labor for your specific print have already been committed.

3. Damaged or Defective Prints

If your print arrives damaged, or with a defect in the printing or framing, we will replace it free of charge. This includes damage sustained in transit, printing flaws, and finishing defects that were not part of the artwork's intended presentation.

4. Incorrect Orders

If you receive the wrong artwork, format, or size — an error on our part — we will replace it with the correct item at no additional cost, including return shipping for the incorrect piece where applicable.

5. Reporting an Issue

• Report within 7 days. Damage, defects, and incorrect items must be reported within 7 days of delivery. Claims submitted after this window may not be eligible for a free replacement.
• Photos are required. Please include clear photographs of the damaged print, its packaging, and the shipping label when you contact us — this lets us resolve your claim quickly and, where relevant, file a claim with the shipping carrier.

6. Lost Shipments

If tracking shows your order as lost or significantly delayed in transit, we will open an investigation with the shipping carrier. If the carrier confirms the shipment is lost, we will arrange a replacement print or a full refund, at your preference.

7. Digital Products

Digital downloads are delivered instantly upon payment confirmation. Because the file becomes accessible to you immediately, digital purchases are non-refundable, except where a technical fault on our end prevents you from accessing the file you purchased, or as required by applicable law.

8. Fraudulent Claims

We review every claim in good faith. Requests that appear fraudulent, abusive, or inconsistent with the evidence provided — for example, repeated damage claims on the same account, or images that do not match the ordered artwork — may be declined at our discretion, and we reserve the right to refuse future orders in such cases.

9. How to Reach Us

For a cancellation request, a damaged or incorrect order, or any question about this policy, please contact our support team via our Contact page with your order number and, where relevant, supporting photographs. We aim to respond to all refund and replacement requests within 2 business days.