Custom & Personalized Products

Products created specifically according to your selected options may include custom colors, sizes, text, vehicle designs, framed designs, uploaded references or other personalized elements.

Once production of a personalized item has started, we may not be able to accept a return or cancellation based only on a change of mind.

This does not affect any rights or remedies that cannot be excluded under applicable law.

Check Your Customization Carefully

Customers are responsible for reviewing selected customization details before placing an order.

• Product design
• Base color
• Car or model color
• Product size
• Custom text and spelling
• Submitted images or reference material

If information submitted by the customer is incorrect and the product has already been produced according to that information, the item may not qualify as an incorrect order.

Order Changes & Cancellations

If you need to change or cancel your order, contact BASMA as soon as possible.

If production has not started, we will review whether the requested change or cancellation can still be made.

Once production has started, cancellation or major customization changes may no longer be possible.

Damaged Products

If your order arrives damaged, please contact BASMA as soon as reasonably possible after delivery.

To help us review courier or packaging damage, please keep the original packaging and provide clear photos showing:

• The complete product
• The damaged area
• The outer packaging
• Any visible damage to the shipping box or package

Incorrect Orders

If the product delivered is materially different from the confirmed product or customization details, please contact us with your order information and clear photographs.

After reviewing the order, we may arrange an appropriate solution such as correction, replacement or refund depending on the circumstances.

Defective Products

If you believe a product has a material manufacturing defect, contact BASMA with clear information and photographs showing the issue.

We will review the product and determine the appropriate next step based on the nature of the issue.

Standard Non-Custom Products

Where BASMA sells a standard product that has not been customized or personalized, a return request may be reviewed if the product remains unused and in appropriate condition.

The product should normally be returned with its original components and packaging where reasonably possible.

Eligibility remains subject to applicable requirements and the circumstances of the order.

Items That May Not Be Eligible

Subject to applicable law, a return request may be declined where the issue results from circumstances such as:

• Change of mind for a personalized product after production has started
• Incorrect custom text or selections submitted by the customer
• Damage caused after delivery through misuse, modification or improper handling
• Normal minor characteristics of the 3D printing process
• A product being returned in a materially different condition from when it was delivered, unless the condition is related to the reported issue

Return Approval

Please contact BASMA before sending an item back.

Do not send a return to an address without first receiving return instructions from us.

This helps us identify the order and ensure the return is handled correctly.

Return Shipping

Responsibility for return shipping will depend on the reason for the return.

If the return results from a confirmed BASMA error, material defect or delivery issue for which we are responsible, we will review the appropriate return arrangement.

For other eligible returns, return delivery charges may be the customer’s responsibility where permitted.

Refunds

Where a refund is approved, BASMA will arrange the refund using an appropriate available method.

Where practical, refunds may be returned to the original payment method.

The time required for the refunded amount to appear may depend on the bank, card issuer or payment service provider involved.

Replacement Instead of Refund

Depending on the issue, a replacement, correction or reproduction may be more appropriate than a refund.

We will review the circumstances of the order before confirming the available resolution.

Product Inspection

For certain return or defect claims, BASMA may need to inspect the product or review photographs and order information before approving a refund, replacement or correction.

Applicable Consumer Rights

This policy is intended to explain BASMA’s return and refund process.

Nothing in this policy is intended to remove or limit any consumer rights or remedies that cannot legally be excluded under applicable laws and regulations of the United Arab Emirates.