1. Overview & Acceptance Period
Our goal is to ensure you are completely satisfied with your purchase. However, due to the nature of our products, especially custom items, our return policy has specific terms.
| Product Type | Return/Exchange Window |
|---|
| Non-Customized Items (Standard Sizes/Designs) | 7 days from the date of delivery. |
| Customized Items (Printed/Specific Dimensions) | Only accepted for reasons outlined in Section 3 (Defects/Errors). |
Note: To initiate any return or exchange, you must provide your original Order Number and a clear photo/video showing the issue.
2. Conditions for Return
To be eligible for a return or exchange, the item must meet the following criteria:
- ● Non-Customized Items:
- ○ Must be unused, undamaged, and in the original, resaleable condition and packaging.
- ○ Any protective seals must be intact.
- ● Customized Items (Only for Defects/Errors):
- ○ Must be returned in the original packaging.
- ○ The claim must be made within the 7-day period (Section 1).
We reserve the right to refuse a return if the item is not in its original condition or if the return claim is outside the stipulated timeframe.
3. Customized Items: Exceptions & Non-Returnable Goods
Customized packaging is NON-REFUNDABLE and NON-RETURNABLE except in the case of the following errors:
| Exception Category | Description |
|---|
| Defective/Damaged upon Arrival | The product is physically broken or unusable due to manufacturing or shipping damage. |
| Material/Construction Error | The material, structure, or construction significantly deviates from the confirmed specifications (e.g., incorrect paper weight, wrong box type). |
| Printing Error | The final print does not match the approved digital proof due to a manufacturing mistake (e.g., wrong color codes, misaligned printing, missing elements). |
| Incorrect Dimensions | The received dimensions are significantly different from the dimensions confirmed in the order specifications. |
IMPORTANT NOTE ON CUSTOM ITEMS:
We are not responsible for returns/refunds based on:
- ● Customer Input Errors: Mistakes in the original design file, text typos, or incorrect dimensions provided by the customer.
- ● Color Expectation: Slight color variations between the on-screen digital proof and the final printed product due to screen/monitor calibration.
- ● Minor Quantity Discrepancies: Due to the nature of mass printing, a slight overage or shortage (typically up to ±5%) is considered industry standard and is not eligible for a refund.
4. Refunds & Exchange Process
- 1. Initiate Contact: Contact our customer service team via email or phone, providing the Order Number and evidence (photos/video) of the issue.
- 2. Assessment: Our team will review your claim and, if approved, provide instructions on how to return the item.
- 3. Return Shipping:
- ○ If the return is due to Our Error (Defect, Damage, etc.), we will cover the return shipping costs.
- ○ If the return is for a Non-Customized Item due to a change of mind, the customer is responsible for the return shipping costs.
- 4. Inspection & Resolution: Once the returned item is received and inspected:
- ○ For Non-Customized Items: A full refund (less original shipping/customer-paid return shipping) will be processed to your original payment method within 14 business days.
- ○ For Approved Custom Item Errors: You will be offered a choice between a full refund or a re-print of the corrected order, provided we are able to meet your required timeline.
Questions About Returns?
If you have any questions about our return policy or need assistance with a return, please contact us:
Email: info@altamayuz.sa
Phone: +966 53 919 1989