Exchange and Return 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 requested, we are here to solve the problem.

Second: Cases of Accepting Returns or Exchanges

The customer has the right to request an exchange or return in the following cases:

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

Third: Cases of Non-Acceptance of Returns or Exchanges

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

  • If the error is due to a defective or unclear original file uploaded by the customer.
  • If the prints fully 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 have been used or damaged after receipt.

Fourth: Mechanism for Submitting a Return or Exchange Request

  1. Contact us within 48 hours of receiving your order through the support channels available in the app or website.
  2. Send us the order number and clear pictures showing the problem.
  3. Our team will review your request and respond to you within 24 hours from the time of submission.
  4. If the request is accepted, either the reprinting or the refund of the paid amount will be done 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 from 3 to 7 working days depending on the bank or payment method.
  • If the customer opts for reprinting instead of a refund, the new order will be executed with the utmost priority.

Sixth: Contacting Support

For any inquiries or requests related to returns and exchanges, you can contact us through:

  • WhatsApp: via the "Talk to Us" button in the app or website.
  • Email: through 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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