Refund policy
Last updated: 8 October 2026
The store sells ready-made, non-customised products as well as customised products that are designed, produced or prepared according to the customer's requirements. The right to cancel or return depends on the type of product and the stage of the order, without prejudice to the customer's rights where there is a defect or a production error on the store's part.
Cancellation by Order Stage
| Order stage | Can it be cancelled? | Amount refunded |
|---|---|---|
| Customised product — before design starts | Yes | Full amount |
| Customised product — after design starts, before approval | Yes | Cancellation is allowed, and the amount is refunded after deducting the value of work or services actually carried out, provided their cost was made clear or agreed with the customer in advance. |
| Customised product — after design approval, before production starts | Yes, after reviewing the order | Cancellation is allowed after reviewing the order status, and the remaining amount is refunded after deducting the value of work carried out and any costs or materials ordered or purchased specifically for the order, where these costs were made clear or agreed in advance. |
| Customised product — after production starts | No, not for a change of mind | Once production of a customised product has started, the order cannot be cancelled or refunded simply because the customer has changed their mind, without prejudice to the customer's rights where there is a defect or a production error on the store's part. |
| Ready-made product — before shipping | Yes | Full amount |
| Ready-made product — after receipt | Yes, within 15 days under the conditions below | Amount less return fees |
Production is considered to have started once any order-specific production step has been taken, including sending the work for printing or embroidery, cutting or preparing materials, printing transfers, customising products, or starting any production process that cannot be reversed without incurring a cost.
Refunds are made to the original payment method and in accordance with the payment gateway's terms and the applicable regulations. No fees will be deducted from a refund unless this is permitted by law and has been made clear to the customer in advance.
Returning Ready-Made Products
- Ready-made, non-customised products may be returned within 15 days of receipt, provided they are unused and in their original condition and packaging.
- The customer bears the return fees if the return is due to a change of mind.
Cases Eligible for Replacement or Refund
The store will reproduce the order free of charge or refund the full amount, at the customer's choice, if the customer reports the issue within 15 days of receipt, in the following cases:
- A printing or manufacturing defect, such as ink smudging, a cutting error or damaged material.
- The product differs from the approved design in text, design, size or material.
- The product arrives damaged due to shipping.
- A different product or quantity is received from what was ordered.
In these cases, the store bears the costs needed to resolve the issue, including shipping fees in both directions.
Cases Not Eligible for Return
- Errors in a design approved by the customer, such as spelling mistakes or errors in data or colours.
- The customer changing their mind or wanting a different design after production of a customised product has started.
- Slight differences in colour shades between the screen and the printed product.
- Poor results caused by a low-quality file provided by the customer, if the customer was notified and agreed to proceed.
- Damage caused by misuse or improper storage after receipt.
- Minor technical variations resulting from the nature of the material or the printing or production method, where they are within normal technical limits and do not materially affect the product.
How to Request a Return
- To request a return or replacement, the customer should contact the store via WhatsApp or email within the period set out above, stating the reason for the request.
- The customer will be asked to provide the order number and a clear description of the problem, along with photos or videos of the product and packaging or any other information needed to assess the case, depending on the nature of the problem.
- The store will review the request and respond to the customer within 3–5 working days of receiving the required information, to inform them of the outcome of the review or request any additional information needed to complete it.
- The customer may be asked to return the product or make it available for inspection before a replacement, reproduction or refund is approved, and the customer must keep the product and not dispose of it until the review is complete or the store's instructions have been received.
- Once a refund is approved, the store will begin processing the refund to the original payment method within 3–5 working days. The amount may take additional time to appear in the customer's account depending on the procedures of the bank or payment provider, which are outside the store's control.
- If the return is found to be due to a defect or error on the store's part, the store will bear the necessary costs of returning the product. For returns for other reasons, the return conditions and costs set out above apply.
Complaints
- The customer may submit a complaint to the store via WhatsApp, email or any other approved communication channel, stating the order number, the details of the complaint and any relevant documents or photos, if available.
- The store will review the complaint and respond to the customer within 3–5 working days of receiving the necessary information, informing them of the outcome of the review or the steps needed to complete it.
- Submitting a complaint to the store does not prevent the customer from exercising their right to file a complaint with the Consumer Protection Authority or any other competent authority in accordance with the regulations in force in the Sultanate of Oman.
- This policy does not limit any rights granted to the customer under the laws and regulations in force in the Sultanate of Oman. In the event of any conflict between a provision of this policy and the provisions of the law, the relevant legal provisions shall prevail.