Return and Exchange Policy

Introduction: General Principle

At "Tiba'a", we always strive to provide the best possible printing experience. If your prints do not match what you ordered, we are here to solve the problem.

Second: Cases of Accepting Returns or Exchanges

The customer has the right to request a replacement or return in the following cases:

  • Printing Error: If the prints do not match the original file that was uploaded.
  • Poor Quality: If the print quality is lower than the agreed level at the time of order.
  • Specification Error: If the order is executed with different specifications than those chosen by the customer (paper size, type of binding, number of copies, etc.).
  • Damage on Delivery: If the order arrives damaged or broken due to the shipping process.

Third: Cases of Not Accepting Returns or Exchanges

The request for return or exchange is not accepted in the following cases:

  • If the error resulted from a defective or unclear original file uploaded by the customer.
  • If the prints completely match the specifications chosen by the customer at the time of order.
  • If the return request exceeds 48 hours from the date of receipt.
  • If the prints are used or damaged after receipt.

Fourth: Mechanism to Submit Return or Exchange Request

  1. Contact us within 48 hours of receiving your order through the available support channels in the app or website.
  2. Send us the order number and clear photos illustrating the issue.
  3. Our team will review your request and get back to you within 24 hours of submission.
  4. If the request is accepted, either the prints will be redone, or the paid amount will be refunded according to the customer's choice.

Fifth: Refund Policy

  • The paid amount is refunded to the same payment method used at the time of order.
  • The refund process takes 3 to 7 business days depending on the bank or payment method.
  • If the customer chooses to redo the prints instead of a refund, the new order is processed with the highest priority.

Sixth: Contact Support

For any inquiry or request related to returns and exchanges, you can contact us through:

  • WhatsApp: Via the "Talk to Us" button in the app or website.
  • Email: Via the contact form on the "Contact Us" page.

The "Tiba'a" platform reserves the right to modify this policy at any time without prior notice.

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