Refund policy
At The Diorama, every piece is made to order and personalised for you. Because each item is manufactured on demand to your specification, our policy differs from a standard retail store. Please read it before ordering.
Personalised, made-to-order items
Our products are manufactured on demand and personalised for each customer, so they are not eligible for return or refund once production has begun — except in the case of a manufacturing defect, transit damage, or an item materially different from the approved specification (see below). We share previews and/or seek your approval before production so the final piece matches your expectations.
Manufacturing defects, damage or incorrect items
Every piece is carefully packed and shipped insured. If your order arrives with a manufacturing defect, is damaged in transit, or is not what you approved, contact us within 48 hours of delivery at info@macomatech.com or WhatsApp +971 50 801 6369 with your order number and clear photos of the item and packaging. We will arrange a repair, replacement or full refund at no additional cost to you.
Digital products (3D design files)
3D design files and other digital downloads are non-refundable once the file has been delivered or downloaded. We do provide after sales support if needed.
Order changes and cancellations
- If you cancel before production begins, you are entitled to a full refund.
- If you cancel after production has begun, materials and labour already incurred may be non-refundable, and any deposit paid may be retained to cover work completed.
- Changes to an order after approval may affect price and lead time; we will confirm any difference with you before proceeding.
Refunds
Approved refunds are issued to your original payment method within 7–14 business days of approval, depending on your bank or payment provider.
How to start a claim
Email info@macomatech.com or WhatsApp +971 50 801 6369 with your order number and details. Please do not send any item back before contacting us and receiving instructions.