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Refund policy

Effective Date: September 2, 2026
Last Updated: September 2, 2026
Governed by: UAE Federal Law No. 15 of 2020 on Consumer Protection (and Cabinet Resolution No. 66 of 2023)
Trade Licence: CN-6229355 — Abu Dhabi Department of Economic Development (ADDED)

1. Overview

PRNTCODE stands behind the quality of everything we make. This Return & Refund Policy sets out your rights and our obligations under UAE Federal Law No. 15 of 2020 on Consumer Protection, Cabinet Resolution No. 66 of 2023, and Law No. 14 of 2023 Concerning Modern Technology-based Trade, administered by the Abu Dhabi Department of Economic Development (ADDED).

We offer two categories of products: standard ready-made items and custom / made-to-order items. Return conditions differ by product type, as outlined below.

2. Returns — Standard (Non-Custom) Products

2.1 Eligibility

You may return a standard product under the following conditions:

  • Return request submitted within 14 days of receiving your order.
  • Item is unused, unwashed, undamaged, and in its original packaging with all tags attached.
  • Proof of purchase (order confirmation or receipt) is provided.

2.2 Non-Returnable Standard Items

The following standard items are not eligible for return unless defective:

  • Items explicitly marked as final sale at the time of purchase
  • Items that have been used, washed, or damaged after delivery
  • Items returned without prior written authorisation

3. Returns — Custom & Made-to-Order Products

Because these items are produced specifically for you — including items made to your measurements, or existing PRNTCODE prints applied to products not available on our standard website — we cannot accept returns or exchanges based on a change of mind.

3.1 Valid Grounds for a Custom Order Claim

  • Manufacturing defect (e.g. incorrect print application, structural flaw, poor stitching)
  • Item materially differs from the confirmed specifications or measurements
  • Item is damaged upon arrival
  • Incorrect personalisation or print due to an error on our part

3.2 Customer Responsibility

  • You are responsible for providing accurate measurements and specifications at checkout.
  • A digital proof or order confirmation is sent prior to production. You must review and approve it carefully.
  • Errors in your submitted and approved specifications (sizing, product selection) are not eligible for a remedy.
  • Colour variation due to screen calibration is not considered a defect.

3.3 Material Adjustments to Custom Orders

If, after receiving your custom order, you wish to make a material adjustment — such as a significant change to sizing or specification — this can be accommodated at a fee of 50% of the original order price. This covers the cost of production for the revised item.

Minor corrections resulting from our error are handled at no cost under Section 3.1.

To request a material adjustment, contact us at holla@prntcode.com.

4. Items Damaged in Transit

If your order arrives damaged:

  1. Report within 48 hours of delivery — email holla@prntcode.com with subject: "Damaged Order — #[order number]"
  2. Attach clear photographs of the damaged item and its packaging.
  3. We will arrange a replacement, full refund, or store credit after review.

Failure to report within 48 hours may affect your eligibility for a claim.

5. How to Initiate a Return

  1. Email holla@prntcode.com with subject: "Return Request — Order #[order number]"
  2. Include your order number, item description, reason for return, and supporting photos where applicable.
  3. Our team will review and respond within 3 business days.
  4. If approved, we will issue a Return Authorisation (RA) number and return instructions.
  5. Pack the item securely and include your RA number inside the package.
  6. Once received and inspected, we will process your refund or store credit within 5 business days.

Do not ship items back without prior written authorisation — unapproved returns cannot be processed.

6. Return Shipping

PRNTCODE covers all return shipping costs for approved returns, regardless of the reason. We will provide a prepaid return label or arrange a collection once your return is authorised.

For transit-damaged items, we will also cover the cost of returning the item to us after photographic evidence is reviewed.

7. Refund & Store Credit Options

Once your return is received and approved, you may choose from:

  • Full Refund: Processed to your original payment method (via Stripe) within 5–10 business days. No restocking or handling fees are charged.
  • Store Credit: A digital credit note valid for 12 months from the date of issue, redeemable on any order at www.prntcode.com.

Depending on your bank or payment provider, refunds may take additional time to appear on your statement.

8. No Exchanges for Custom Orders

We do not offer exchanges for custom or made-to-order products. If a custom item is defective, incorrect due to our error, or damaged in transit, the available remedies are a full refund or store credit (see Section 7). If you wish to re-order a corrected version, you are welcome to place a new order.

Exchanges for standard products are available within 14 days, subject to stock availability.

9. Implied Product Warranty

All PRNTCODE products carry this implied warranty under UAE Federal Law No. 15 of 2020. If a product fails within a reasonable period due to a manufacturing defect, we will repair, replace, or refund it at no cost to you.

This warranty does not cover damage caused by misuse, improper care, normal wear and tear, or customer-made modifications.

10. Your Rights Under UAE Consumer Protection Law

Under UAE Federal Law No. 15 of 2020, you have the right to:

  • Receive a refund, replacement, or repair for defective, damaged, or misdescribed products.
  • Receive accurate product information prior to purchase.
  • File a complaint with the Abu Dhabi Department of Economic Development (ADDED) at https://added.gov.ae, or the UAE Ministry of Economy Consumer Protection Portal at https://consumerrights.ae.

PRNTCODE is fully committed to honouring your rights under UAE Consumer Protection Law.

11. Contact Us

We aim to respond to all enquiries within 3 business days.

© 2026 PRNTCODE. All rights reserved. Governed by UAE Federal Law No. 15 of 2020 on Consumer Protection and Law No. 14 of 2023 Concerning Modern Technology-based Trade. This document does not constitute legal advice.