Advertising Point LLC · Last updated Sep 24, 2026

1. Scope of this policy

This policy applies to all goods and services supplied by Advertising Point LLC, whether ordered through advertisingpoint.ae, by email, by phone or through a signed quotation.

Advertising Point supplies two different kinds of goods, and they are treated differently:

• Customised goods— any item printed, embroidered, engraved, etched, embossed, debossed, sublimated, cut, moulded or otherwise altered to your specification. This includes items carrying your logo, artwork, text, chosen colour, chosen size or bespoke packaging.
• Stock goods— plain, unbranded, unaltered items supplied from our standard catalogue in their original manufacturer packaging.

Customised goods are made to order and cannot be resold to another customer. They are non-returnable except where the goods are defective, damaged or do not match the approved artwork or confirmed order. Stock goods may be returned under the conditions in section 3. Placing an order with Advertising Point means you accept this policy together with our Terms of Sale.

2. Customised, branded and personalised products

Customised products cannot be returned or refunded once you have approved the artwork proof and production has begun.

Once your logo or artwork is applied, the item has no resale value to us and cannot be returned to the manufacturer. This is standard practice across the promotional products industry and is the reason we ask you to check your proof carefully.

You are responsible for the artwork proof you approve. Before production starts we issue a digital proof showing the artwork, its position, its size and the colours to be used. Your written approval of that proof — by email, WhatsApp, signature or through your account on our website — is your confirmation that the details are correct.

We cannot accept a return or issue a refund where:

• The approved proof contained a spelling, grammar, phone number, address or other error supplied by you
• You approved artwork at a resolution that produced a blurred or pixelated print
• You selected the wrong size, colour, quantity or product variant
• You changed your mind after approving the proof
• The goods were ordered for an event or deadline that has since changed or been cancelled

This does not affect your rights where the goods are defective, damaged or differ from the approved proof. Those situations are covered in section 4.

3. Plain and unbranded stock products

Plain stock items may be returned within 7 days of delivery, provided they are unused and in original condition.

To be accepted, returned stock goods must be:

• Unused, unwashed, unworn and free of marks, odours or damage
• In their original manufacturer packaging, with all tags, inserts, seals and accessories intact
• Accompanied by the original invoice or delivery note number
• Complete — partial returns of a sealed carton or set are not accepted

A restocking fee of 15% of the invoice value applies to all approved stock returns. This covers inspection, repackaging and returning the goods to inventory. Return delivery costs are paid by the customer unless the return arises from our error.

Bulk and special-order stock items brought in specifically for your order are not covered by this section and are treated as customised goods under section 2. We will tell you at the quotation stage when an item falls into this category.

4. Damaged, defective, incorrect or short-delivered orders

If something is wrong with your order, tell us within 3 working days of delivery and we will put it right at our cost.

Please inspect your goods on arrival. Because promotional orders are usually needed for a fixed event date, early reporting lets us reprint or replace in time.

We will replace, reprint or refund where:

• Goods arrive broken, damaged or soiled
• The print, embroidery or engraving is misaligned, smudged, incomplete or peeling
• The goods delivered differ from the artwork proof you approved
• The product, colour, size or specification differs from your confirmed order
• The quantity delivered is short of the quantity invoiced, beyond the tolerance in section 5
• A manufacturing fault appears in normal use

What we need from you:

1. Your invoice or order number
2. Clear photographs of the affected items, including a close-up of the fault and a wide shot showing the packaging
3. The approximate number of units affected
4. The outer carton and packaging retained until the claim is closed

What happens next. We acknowledge every claim within 1 working day and confirm the outcome within 3 working days of receiving your photographs. Where a fault is confirmed we will, at your choice and subject to stock and production capacity, reprint or replace the affected units, issue a credit note against a future order, or refund the affected units in full. Where only part of an order is affected, the remedy applies to the affected units only.

We may ask you to return the faulty goods before the remedy is issued. Where we do, we arrange and pay for collection.

5. Colour, material and quantity tolerances

Some variation is normal in branded production and does not count as a defect.

The following are accepted industry tolerances and are not grounds for return or refund:

Variation	Accepted tolerance
Print or thread colour vs. on-screen proof	Screens and printers reproduce colour differently. Only a physical Pantone match requested in writing before production is guaranteed.
Print colour between production batches	Slight shade variation between runs and between materials
Engraving and laser marking	Finish varies with the base metal, anodising and surface texture
Product colour vs. website photograph	Photography, lighting and screen settings alter appearance
Natural materials (wood, leather, jute, cork, bamboo)	Grain, tone and texture vary between pieces
Delivered quantity on printed orders	± 5% of the ordered quantity, invoiced at the quantity actually delivered
Print position	Up to 3 mm from the position shown on the proof
Garment sizing	Up to 2 cm against the manufacturer’s size chart

If an exact colour match matters to your brand, ask us for a pre-production sample before the full run. Samples are chargeable and add to the lead time, but they are the only way to confirm the finished result. Once you approve a pre-production sample, the bulk order is matched to that sample.

6. Cancelling or changing an order

What you can recover depends on how far your order has progressed.

Send cancellation and amendment requests in writing to our sales team. A request takes effect only once we confirm it in writing — production may have moved on between your message and our reply.

Stage when we receive your written request	Charge
Order placed, artwork not yet sent for proofing	No charge, full refund
Artwork proof issued, not yet approved	Artwork and setup charges only
Proof approved, production not yet started	Artwork, setup and any screens, plates or dies already produced
Production started	No cancellation — full invoice value is payable
Goods dispatched	No cancellation — treated as a return under sections 2 and 3

Changes to an order — quantity, product, colour or artwork — can normally be made free of charge before proof approval. After approval, changes are only possible if production has not started, and any setup or material costs already incurred are chargeable.

Deposits. Where a deposit was paid, it is refundable only at the first two stages above. From proof approval onward the deposit is applied against the charges due.

7. How to raise a return or refund request

Every return needs a Return Authorisation number before goods are sent back. Goods returned without one cannot be processed.

1. Contact usat [returns@advertisingpoint.ae] or [+971 XX XXX XXXX] within the window that applies to your order — 3 working days for damaged or incorrect goods, 7 days for plain stock returns.
2. Send the details— invoice or order number, the items affected, the quantity, the reason, and photographs where the goods are damaged or incorrect.
3. We review and respondwithin 1 working day of acknowledgement, and confirm the outcome within 3 working days of receiving your photographs.
4. We issue a Return Authorisation (RA) numberif a return is approved, with the return address and collection arrangements.
5. Pack and return the goodsin their original packaging with the RA number marked clearly on the outside of the carton.
6. We inspect on arrivalwithin 3 working days and confirm the refund, replacement or credit note.

Keep proof of postage or the courier receipt. Until goods reach us, they remain your responsibility, and we cannot process a claim for a return lost in transit without it.

8. Refunds, timelines and delivery costs

Approved refunds are issued to the original payment method within 7 to 14 working days of our confirmation.

Payment method	How the refund is returned	Typical time to appear
Credit or debit card	Back to the same card	7–14 working days, depending on your bank
Bank transfer	To the account the payment came from	5–10 working days
Cash on delivery	Bank transfer to an account in the buyer’s name	5–10 working days
Credit note	Applied to your account, valid 12 months	Same working day

We cannot refund to a different card, account or person from the one that paid. Once we release a card refund, the time it takes to appear on your statement is controlled by your bank, not by us.

Delivery charges.

• Original delivery charges are refunded in full where the goods were defective, damaged or incorrect
• Original delivery charges are not refunded on a change-of-mind stock return
• Return delivery costs are paid by us where the fault was ours, and by you on a change-of-mind stock return
• Where a free-delivery threshold applied and a partial return takes the order below it, the delivery charge we waived is deducted from the refund

Partial refunds. Where only some units are affected, we refund those units at their invoiced unit price. Volume pricing is not recalculated on the units you keep.

9. Items that cannot be returned

The following cannot be returned or refunded except where they are defective, damaged or differ from your approved order:

• Any item printed, embroidered, engraved, etched, embossed or otherwise branded to your specification
• Products manufactured, cut or moulded to a bespoke size, shape or formulation
• Artwork, design, setup, screen, plate, die and origination charges, once the work has been carried out
• Pre-production samples, once produced and dispatched
• Special-order and indent items brought in specifically for your order
• Food, beverage, confectionery and other consumable gift items
• Personal care, cosmetic and hygiene items once the seal is broken
• Face masks, earphones, water bottles and drinkware once used or unsealed
• Gift hampers and sets once opened or unsealed
• Software, digital files, digital gift cards and e-vouchers once issued
• Installed items, including signage, display stands and LED screens, once fitted at your site
• Rental items, including photo booths and display equipment, once the rental period has begun
• Clearance, sample-sale and “as-is” items sold on a no-return basis and marked as such at the time of sale
• Goods returned after the applicable window, or without a Return Authorisation number

10. Your rights under UAE law

Nothing in this policy limits your statutory rights under UAE consumer protection law.

Under Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations (Cabinet Resolution No. 66 of 2023), a supplier must repair or replace a defective product at no charge, and consumers are entitled to fair compensation for loss caused by defective goods. Those rights apply regardless of anything stated above.

UAE law does not provide a general cooling-off period entitling a buyer to return non-defective goods simply because they changed their mind. The stock-return window in section 3 is offered by Advertising Point as a matter of service, not as a legal obligation.

If we cannot resolve a complaint between us, you may escalate it to:

• The UAE Ministry of Economyconsumer protection line on 800 1222, or through the Ministry’s consumer protection service
• The Department of Economic Developmentin the emirate where the purchase was made

This policy is governed by the laws of the United Arab Emirates, and the courts of [Sharjah / the emirate of your registered office] have jurisdiction over any dispute arising from it.

Sources: Federal Law No. 15 of 2020 · Cabinet Resolution No. 66 of 2023 · u.ae consumer protection guidance

11. Contact us

Our returns team handles every claim directly — there is no ticket queue.

Advertising Point LLC

Returns email	returns@advertisingpoint.ae
General email	info@advertisingpoint.ae
Phone / WhatsApp	+971 55 184 7753
Address	Shop no 1, Bu Shaghara Hay Al Qasimiah – Sharjah
Trade licence no.	937451
Working hours	Monday to Saturday, 9:00 – 18:00 GST

Changes to this policy. We may update this policy from time to time. The version published on advertisingpoint.ae at the moment you place your order is the version that applies to that order. The last updated date appears at the top of this page.

 

Before publishing, confirm these: the 7-day stock window, the 15% restocking fee, the 3-working-day damage window, the ±5% quantity tolerance, the 7–14 day refund timeline, and all bracketed contact details. Have a UAE-qualified lawyer review the final text — this draft is not legal advice.