REFUND, RETURN & EXCHANGE POLICY

Defective, Damaged or Incorrect Products

Please contact Dar Al Hadaya promptly if you receive a product that is:

• materially defective;
• damaged;
• incorrectly manufactured;
• materially different from the confirmed specification;
• missing an essential component;
• the wrong product; or
• otherwise non-conforming in a way for which Dar Al Hadaya is responsible.

We may request:

• the order number;
• photographs of the item;
• photographs of the packaging;
• a video showing the problem where reasonably necessary; and
• a description of the issue.

This information helps us investigate and resolve the matter quickly.

Available Remedies

Depending on the circumstances, nature of the product, applicable law, and nature of the problem, an appropriate remedy may include:

• correcting the product;
• repairing the product;
• replacing the affected item;
• reproducing the personalized item;
• refunding the affected amount; or
• another remedy agreed with the customer.

Where applicable law gives the customer the right to select a particular remedy, that right will be respected.

Personalized and Custom-Made Products

Many Dar Al Hadaya products are produced specifically according to information provided by the customer.

This may include personalized:

• names;
• photographs;
• dates;
• messages;
• logos;
• colors;
• designs;
• measurements;
• materials; and
• layouts.

Once production has started, cancellation or return of a personalized product because of a simple change of mind may be limited to the extent permitted by applicable law.

This restriction does not apply where the customer has a mandatory legal right to return the product or where Dar Al Hadaya has supplied a defective, incorrect, damaged, or materially non-conforming product.

Customer-Approved Designs

Where we provide a digital proof, mock-up, layout, spelling confirmation, or design for customer approval, customers must review it carefully before approving production.

If the finished product accurately reproduces information that the customer approved, including an approved:

• spelling;
• date;
• photograph;
• message;
• layout;
• name;
• logo; or
• other personalization detail,

the approved information will normally not be considered a production error by Dar Al Hadaya.

For example, if a customer approves a name with incorrect spelling and the same spelling is correctly reproduced on the final product, this would ordinarily be treated as a customer-approved specification rather than a manufacturing defect, subject to applicable law.

We may nevertheless offer a paid remake or correction where reasonably possible.

Errors Made by Dar Al Hadaya

If the customer supplied or approved correct information but Dar Al Hadaya produced it incorrectly, we will provide an appropriate remedy in accordance with this Policy and applicable law.

Examples may include:

• incorrect spelling introduced during our production process;
• the wrong photograph being used;
• incorrect engraving;
• substantial printing errors;
• incorrect product size compared with the confirmed specification; or
• production that materially differs from an approved design.

Minor Variations

Physical production may result in reasonable minor variations in:

• color;
• wood grain;
• texture;
• print positioning;
• engraving appearance;
• cutting edges;
• dimensions;
• material shade;
• acrylic appearance; or
• screen-to-print color.

Minor variations that do not materially reduce the quality, functionality, value, or agreed appearance of the item will not normally be considered defects, subject to applicable law.

Change-of-Mind Requests

For standard, non-personalized products, change-of-mind returns or exchanges will be handled according to applicable consumer law and any conditions communicated at the time of purchase.

For custom-made or personalized products, customers should contact us before production begins if they wish to cancel or change an order.

Where the law permits restrictions on cancellation after customized production has begun, Dar Al Hadaya may decline the cancellation or deduct reasonable costs already incurred.

Mandatory consumer rights always remain unaffected.

Cancellation Before Production

If a customer requests cancellation before any customization, special material purchase, printing, engraving, cutting, manufacturing, or other production work has started, Dar Al Hadaya may provide a refund where applicable.

Any deductions for transaction costs or non-recoverable expenses will only be made where legally permitted.

Cancellation After Production Begins

After production begins, Dar Al Hadaya may already have incurred costs for:

• design;
• labor;
• materials;
• printing;
• engraving;
• cutting;
• outsourced services;
• packaging; or
• other customization work.

Accordingly, cancellation may be unavailable or the refundable amount may be reduced to reflect reasonable non-recoverable costs where permitted by applicable law.

Damaged During Delivery

If an order is damaged during delivery, please contact Dar Al Hadaya promptly.

Customers should, where reasonably possible:

• retain the damaged item;
• retain the original packaging;
• photograph the damaged product;
• photograph any visible packaging damage; and
• provide the relevant order details.

We will investigate the matter with the delivery provider and provide any remedy required under applicable law.

Lost Orders

If a confirmed delivery appears to have been lost in transit, please contact us.

Once the matter has been verified with the relevant courier or delivery provider, Dar Al Hadaya will arrange an appropriate solution, which may include replacement, redelivery, or refund as required by applicable law.

Failed Delivery Due to Customer Information

Customers are responsible for providing accurate:

• telephone numbers;
• delivery addresses;
• map locations;
• recipient information; and
• delivery instructions.

If delivery cannot be completed because information supplied by the customer is incorrect or because the recipient repeatedly cannot be reached, additional delivery charges may apply where legally permitted.

Returning a Product

Where a physical return is required, Dar Al Hadaya will provide appropriate instructions.

Customers should not send products to an address without first contacting us, because the appropriate return location may vary.

Where the customer is legally entitled to a free return, replacement, or delivery service, Dar Al Hadaya will comply with applicable legal requirements.

Condition of Returned Products

For a non-defective product being returned under an applicable change-of-mind right, the product should generally be returned in its original condition together with the relevant accessories or packaging where reasonably required by law.

Different rules may apply to defective or damaged goods.

Refund Method

Where a refund is approved, Dar Al Hadaya will normally issue the refund through the original payment method or another legally permitted and mutually appropriate method.

The time required for the refunded amount to appear may depend on the:

• bank;
• payment gateway;
• card issuer; or
• payment service provider.

We will process approved refunds without unreasonable delay and in accordance with applicable law.

Delivery Charges

Treatment of original delivery charges and return-delivery costs depends on the reason for the return and applicable law.

Where a product is defective, incorrect, or otherwise qualifies for a refund including delivery costs under applicable law, those rights will be honored.

Where a customer is responsible for a return or redelivery and applicable law permits the cost to be charged, reasonable delivery costs may be deducted or separately charged.

Promotional and Discounted Products

A legitimate promotion or discount does not remove a customer's mandatory rights regarding defective or non-conforming goods.

Additional conditions may apply to promotional offers where permitted by law and communicated clearly to the customer.

Gifts

Where an item was purchased as a gift, refunds will generally be processed in accordance with the original transaction and applicable law.

We may need to communicate with or refund the original purchaser or original payment method.

How to Request Assistance

For a return, exchange, defect, damaged item, incorrect order, cancellation, or refund request, please contact Dar Al Hadaya through the official contact information shown on our website, invoice, WhatsApp account, or official social-media pages.

Please provide:

• your name;
• order number or invoice;
• telephone number;
• description of the issue; and
• supporting photographs or videos where relevant.

Consumer Rights

This Policy is intended to provide a clear procedure for customers and does not replace applicable consumer-protection law.

If any provision of this Policy conflicts with a mandatory consumer-protection requirement, the mandatory legal requirement will prevail.