Custom-made orders
Business cards, flyers, brochures, banners, and promotional items are made individually for each customer. Once you have approved your proof and the job has moved to production, we are unable to accept a return or issue a refund because you have changed your mind about the design, the colour, the wording or any other matter of personal preference.
Please check your proof carefully before approving it. Approval is the point at which the order becomes final.
When you are entitled to a reprint or refund
We stand behind our production quality. You can claim a free reprint or a refund if either of the following applies:
- Manufacturing Defects: misprints, blurred or smudged ink, crooked trimming, the wrong paper or material, or damage caused during production or finishing.
- Major Non-Conformity: the item shipped drastically differs from what was described on the website and confirmed in your order proof — for example, the wrong size or the wrong product.
What falls outside the policy
- Mistakes carried over from the files you supplied, including spelling, grammar, layout errors and low-resolution images.
- Colour differences between your screen and the printed result. Screens are backlit and every monitor is calibrated differently — if colour accuracy is critical, ask us for a physical proof before we print.
- Second thoughts about a design you have already signed off.
- Orders placed in error, duplicate orders, or a change of mind.
- Damage caused after delivery through handling, storage or normal wear.
How to raise a claim
Write to us at [email protected] within 3 business days of receiving your order and include:
- Your order number.
- Clear photographs showing the defect or discrepancy, including at least one shot of the full item.
- A short description of what is wrong.
We will review the claim and reply within 3–5 business days. Where a claim is upheld, our standard remedy is a free reprint of the affected items. If a reprint is not practical, we will refund all or part of the order to the original payment method. Refunds usually appear within 7–14 business days, depending on your bank or card issuer.
Returning goods to us
If a return is approved because of an error on our side, we will arrange collection or send you a prepaid shipping label. Items sent back without prior authorisation cannot be accepted or credited.
Cancelling an order
You can cancel free of charge at any point before your job enters production. Once printing has begun, materials have been cut and machine time has been allocated, so cancellation is no longer possible. If you need to cancel, contact us as early as you can and we will tell you what stage your order has reached.
Delivery delays
Production timelines are given in business days and start from proof approval, not from the moment the order is placed. Delays caused by courier services, customs, weather or other events beyond our control are not grounds for a refund, though we will always help you track and resolve them.
Contact us
Questions about this policy, or about an order you have already placed? Get in touch and we will help.
Company: Zahrat Al Madina Printing
Phone: +971 4 229 4522
Email: [email protected]
Address: Warehouse #5A, 3B Street, Umm Ramool, Dubai, UAE
