Refund & Returns Policy

1. Overview

At Printly, we want you to be satisfied with every order. This policy explains returns, refunds, cancellations, and remedies for defective or incorrect items. It forms part of our Terms of Service.

Nothing in this policy limits your mandatory rights under applicable consumer protection laws in the UAE where those rights cannot be excluded by contract.

2. Order cancellation (before dispatch)

You may request cancellation before your order has entered production or been handed to a carrier. Contact us immediately at info@printly.ae with your order number.

• Approved before production/shipment: full refund to your original payment method (typically within 5–10 business days after approval, depending on your bank or card issuer).
• Already in production or shipped: cancellation may not be possible; our return policy below applies once delivered.
• Custom or personalized items: may not be cancellable once production has started.

3. Return eligibility

To qualify for a return (change-of-mind), all of the following must apply:

• You contact us within 5 calendar days of delivery
• The item is unused, unassembled where applicable, and in resaleable condition
• Original packaging and any included materials are included where reasonable
• You provide proof of purchase (order number or account order history)
• The item is not listed as non-returnable in Section 4

Minor colour or texture variation typical of 3D printing (layer lines, slight shade differences) is not considered a defect unless it materially differs from the product description or approved preview.

4. Non-returnable items

• Custom, personalized, or made-to-order products unless defective or our error
• Items marked final sale or non-returnable at checkout
• Products that have been used, modified, assembled, or damaged by the customer
• Items returned without authorization or after the return window
• Digital goods, downloadable files, or gift cards (if offered)
• Items that cannot be resold for hygiene or safety reasons once opened

5. How to request a return or refund

1. Email info@printly.ae or use our Contact page with your order number, item name, reason, and clear photos if the item is damaged or incorrect.
2. Wait for written return authorization (RMA) and return instructions.
3. Pack the item securely; we recommend tracked shipping and insurance.
4. Ship only to the address we provide. Unauthorized returns may be refused.

Registered customers can also check status via My Orders.

6. Return shipping costs

• Change of mind: return shipping is paid by the customer unless we state otherwise in writing.
• Our error, defective, or wrong item: we will provide a prepaid return label or reimburse reasonable return shipping costs in the UAE.

7. Inspection and refund processing

After we receive your return:

1. We inspect the item within a reasonable period (typically 3–5 business days).
2. We email you approval or rejection with reasons if rejected.
3. Approved refunds are issued to the original payment method (Stripe/card/wallet) within 5–7 business days of approval.
4. Banks and card networks may take additional time to post credits to your statement.

8. Refund amounts

Refunds may include or exclude the following:

• Product price: refunded for approved returns of eligible items.
• Original outbound shipping: refunded only if the return is due to our error, defect, or non-delivery of the correct product.
• Return shipping: not refunded for change-of-mind returns unless we agree otherwise.
• Coupons and discounts: refunded proportionally according to what you actually paid.
• Restocking fee: we do not charge a restocking fee unless clearly disclosed on the product page or in your RMA email.

9. Damaged, defective, or wrong items

Report quickly

Contact us within 48 hours of delivery with photos of the packaging, shipping label, and product. Late reports may limit our ability to file carrier claims.

Remedies

• Replacement of the same or equivalent product at no extra charge, or
• Full refund including outbound shipping, or
• Partial refund or store credit by mutual agreement

We may request return of defective items for quality review at our expense.

10. Lost or undelivered packages

If tracking shows no delivery or prolonged delay, contact us. We will work with the carrier to locate the parcel. If confirmed lost, we will replace the order or issue a full refund including shipping, at our discretion.

11. Exchanges

We do not process direct exchanges. To change an item, return the original (where eligible) and place a new order. Your refund is processed after the return is approved.

12. Partial deliveries and missing items

If your order arrives incomplete, notify us within 48 hours of delivery. We will ship missing items or refund the missing portion.

13. Chargebacks and payment disputes

If you have a problem with an order, contact us first so we can resolve it. Unwarranted chargebacks may delay resolution and may lead to account suspension where abuse is suspected. We will provide transaction evidence to payment processors as permitted by law.

14. Failed or duplicate payments

If you were charged but no order was created, or you were charged twice, contact us with payment references. We will verify with Stripe and refund any confirmed duplicate or erroneous charge.

15. Store credit

In some cases we may offer store credit instead of a cash refund with your agreement. Store credit terms (expiry, eligibility) will be stated in writing.

16. Changes to this policy

We may update this policy at any time. The version on this page with the "Last updated" date applies to orders placed after that date unless otherwise required by law.

17. Contact

Returns and refunds: info@printly.ae
Contact page · Track orders