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This Return Policy explains how our custom production works, when goods can be returned or replaced, when an order can be cancelled, and how refunds are calculated. It forms part of our Terms and Conditions and should be read together with our Shipping Policy.
1.1 Every item we make is personalised to your own artwork. We do not sell finished goods from stock.
1.2 Before production begins we send you a mockup or proof of your artwork by email or WhatsApp for approval. You may request changes at that stage, or reject the proof. If we ask you to approve a change we have made, you may reject it by replying within 7 days.
1.3 The proof you approve is the specification for your order. We produce to that proof, and it is the reference against which any later claim is judged.
1.4 Please check spelling, names, numbers, sizes and every other detail carefully before approving — including words that seem obvious, such as city, country and personal names. Once you have approved the proof, errors within it are not our responsibility.
1.5 Because production starts on approval, an order cannot be modified or cancelled after the proof is approved, except as set out in sections 2 and 5.
2.1 We will replace an item free of charge where what we delivered is technically different from the proof you approved. This includes:
2.2 Our first remedy is a replacement or reprint. Where a replacement is not possible, we refund you.
2.3 A replacement will not take longer than the original production timeline for that product.
2.4 A reprint or replacement costs you nothing. Where we accept a claim under this section, we collect the affected goods from you free of charge before the replacement is despatched, and we deliver the replacement free of charge. There is no collection fee and no delivery fee on a reprint or replacement, and the cancellation charges in section 5.4 do not apply.
2.5 This section does not apply to the matters listed in section 3, which are inherent in personalised printing and are not treated as faults.
3.1 Most branding is applied manually, and we are limited by our suppliers, printing technology and manual processes. Slight misalignment, colour variation and non-uniformity between items in the same order are likely to occur and are not faults. If exact consistency is essential to your project, please discuss it with our team before ordering.
3.2 Mockup colours are digital and backlit. They are not real ink, and printed output normally differs from the mockup. You may ask us for a photograph of the first printed piece before the run continues.
3.3 We may adjust artwork for technical reasons, including print size, under-layer colour and placement.
3.4 Base products are made by third parties. We personalise them; we do not manufacture them. Dents, scratches, fingerprints, stains, marks and imperfect packaging may appear during packing, unpacking, customisation or transport, and are not grounds for return.
3.5 Printing sits on top of a finished product. Ink can be removed deliberately by scratching, and may fade over time depending on storage conditions such as moisture or heat. This is not a fault.
3.6 Fabric items such as t-shirts, towels and bags must be hand-washed in cold water without brushing the printed area, and must not be ironed directly on the print.
3.7 Product images on the website are illustrations and may not show the exact item.
3.8 If any of this matters to your order, ask us for a real photograph or video of the product before you place it.
4.1 Please report any problem within 48 hours of delivery. Fragile items are subject to the shorter window in 4.2.
4.2 Fragile items must be reported within 24 hours. For crockery, glassware, ceramics and other fragile goods, any breakage must be reported within 24 hours of delivery. Please check these items while the driver is still at your door and report a breakage immediately — this gives us the best chance of resolving the claim with the courier.
4.3 Send your report to support@printonline.ae with your order number and clear photographs of the item and its packaging.
4.4 Reports made to a driver, designer, logistics staff member or any other channel are not accepted.
5.1 We process orders the same day. While your order has not yet been processed we can cancel it and refund you in full. Email support@printonline.ae with your order number immediately.
5.2 Where you cancel before production starts, the refund may be reduced by a payment gateway charge of 3% and by any design time already spent on your order. Such claims must be made within 30 days of placing the order.
5.3 After you approve the proof, the order cannot normally be cancelled. See 1.5.
5.4 If you ask to cancel after seeing the first photograph of the produced item, and that item matches the proof you approved, the following charges apply in addition to raw material cost:
These charges apply where the disagreement concerns quality, placement or colour matching within the tolerances described in section 3. They do not apply where section 2 applies — if the item is technically different from the proof you approved, we replace or refund it at no cost to you.
5.5 For urgent orders, products are prepared before artwork approval. For ready-made items such as power banks, USB drives, pens and notebooks no additional charge applies. For items requiring preparation steps, the product cost is deducted from the refund.
6.1 Refunds are made by the same method as the original payment. Where the original payment was made in cash, a cash refund is made in full; if you ask for that refund by another method, the associated fees are yours.
6.2 The following fees are deducted from refunds:
6.3 Where we cancel an order from our side, we refund the full amount excluding bank charges.
6.4 Only one credit note, gift coupon or discount coupon may be used per order unless stated otherwise. Where a coupon was used, the refund is made in the same form as the original payment.
7.1 Where a return is approved, all items in the order must be returned, including any that are broken, torn or unusable. We cannot issue a replacement or refund if the original goods are not returned.
7.2 Where the return is approved under section 2, we arrange and pay for the collection. You do not need to ship anything back at your own cost. See 2.4.
8.1 Any change to the core options of your order — product, size, colour, quantity, delivery timeline, delivery address, exclusion of the invoice from the delivery, packaging instructions, or any other significant instruction — must be sent to customer care by email or WhatsApp, and you must obtain our written acknowledgement.
8.2 Instructions given to designers, logistics staff or drivers are not binding on us. Without our written acknowledgement, a return claim based on that change will not be accepted.
9.1 We may cancel an order at any stage, including for stock unavailability, machine condition, or a technical or logical fault in the order received. We refund the full amount excluding bank charges.
9.2 If payment is not received, the order is cancelled automatically and we email you.
9.3 If the product is not in stock, we may cancel the order and we email you.
9.4 Our design team may reject, cancel and refund an order before production where the design is unsuitable or too complex to produce, or where they cannot provide design support within the time available.
10.1 We dispatch within the timeline set for the product. Delays caused by a courier, or by missed communication between you and the courier, may cause a deadline to be missed, and are not grounds for cancellation.
10.2 Customisation involves people, and errors occasionally happen. We will correct manufacturing errors, and a correction takes no longer than the original production timeline. If your order would lose its value once a deadline passes, please allow time for a correction when you order — our liability is limited to correcting the error rather than to a refund. This is subject to section 2.
11.1 Our products are supplied without any warranty as to lifespan, durability or continued performance after delivery. How long an item lasts depends entirely on how and where it is used and stored, which is outside our control.
11.2 This does not affect your statutory rights, and it does not affect our obligation under section 2 to replace, free of charge, an item that is technically different from the proof you approved or that arrives damaged.
12.1 For anything relating to this policy, email support@printonline.ae or info@printonline.ae, or message us on WhatsApp +971 52 383 1019. Further detail is available in our Terms and Conditions and our FAQ.
