Last updated: 7 September 2026

Scratch art is a one-use product — once a board is scratched it cannot be resold. This policy explains exactly when we replace or refund, so there are no surprises.

1. Check your parcel at the door

Open and check the parcel in front of the delivery person. This is the fastest way to solve any problem, and we recommend filming a short unboxing video for any order over 1,500৳.

2. When we replace or refund

Contact us within 48 hours of delivery, with a photo or unboxing video, if:

  • The board arrived bent, torn, water-damaged or with the coating scratched in transit
  • You received the wrong design or the wrong size
  • An item listed in the product page is missing from the box — for example the scratch pen
  • The print is defective: blurred, off-register, or the foil does not reveal properly

Approved cases get a free replacement, shipped at our cost. If the design is out of stock you can pick another of the same value, or take a full refund of the product price.

3. When we cannot accept a return

  • The board has been scratched, in part or in full — it is a used product at that point
  • Change of mind after delivery
  • Damage caused after delivery: folding, spills, pets, storage
  • Custom photo boards and wholesale orders, once production has started
  • Reports made more than 48 hours after delivery

4. Cancelling before delivery

You can cancel free of charge any time before the parcel is handed to the courier — message us on 01566014863. Once it is with Pathao or Steadfast we cannot recall it. If you refuse a Cash on Delivery parcel at the door without a valid reason, the delivery charge is not refundable and repeat refusals may mean we ask for advance payment on future orders.

5. How refunds are paid

  • bKash orders — refunded to the same bKash number used for payment
  • Cash on Delivery orders — refunded by bKash to a number you confirm with us
  • Refunds are sent within 7 working days of approval
  • The delivery charge is refunded only when the fault was ours

6. How to start a claim

Message 01566014863 on WhatsApp, or use the contact page, with your order number, a photo or video of the problem, and a one-line description. We reply within one working day.