Returns and exchanges

Most pieces are printed only because you asked for them. When you order one of those, it is printed, cleaned and finished by hand for you, and there is no shelf it can go back to and nobody else waiting for it — so it cannot be returned, or the order cancelled once it has gone into production, because you changed your mind, chose the wrong size or colour, or no longer want it. Pieces we print in advance and sell from stock are the exception: their page says Ready to ship, and the seven-day right below applies to them in full.

This is the position the Saudi E-Commerce Law provides for. Article 13 gives a seven-day right to withdraw, and expressly disapplies it where the goods are manufactured on the consumer's request or to specifications the consumer set. Printing a piece only because you ordered it is the first of those. It does not reach a piece that was already printed and boxed before you bought it — nothing about that one was made on your request — so that piece keeps the seven-day right, and its page says so before you pay. We are telling you here, and on the product page before you pay, because an exclusion nobody was told about is not one we would be entitled to rely on.

Please tell us within 24 hours of delivery. That covers a piece that arrived broken, one with a printing fault, and one that is materially different from what the product page described. Twenty-four hours is how quickly we ask to hear, because it is how quickly we can act on it — it does not cut short any right the law gives you over faulty goods, which lasts as long as the law says it does.

Email hello@athartuwaiq3d.com with your order number and photographs of the piece and its packaging. Photographs matter: they are usually all we need, and they let us fix the fault rather than repeat it.

Where we agree the piece is faulty we reprint it or refund it — your choice, unless the piece can no longer be made. A refund in these cases is the full amount including what you paid for delivery, and returning the piece costs you nothing. This applies to every piece we sell, made to order or not: the law's exclusion covers a change of mind, never a defect.

Before a piece goes into production an order can be cancelled and refunded in full — write to us as soon as you know and we will stop it if we can. Once it is on the printer the material and the machine time are spent on something nobody else can use, and it can no longer be cancelled.

If your order has not been delivered within fifteen days of the agreement you may cancel it and have your money back, together with any costs the delay caused you, unless the delay was outside anyone's control. Where a piece needs longer than fifteen days we tell you before you pay — the basket shows a ready-by date for exactly this reason — and that agreed period applies instead.

If something goes wrong at our end and your piece is going to be late, we write and tell you. We do not wait for you to ask.

Refunds go back to the card or account the order was paid from. We issue them as soon as the return is agreed; how long the money takes to appear is up to your bank rather than us.

None of the above limits the rights you have under Saudi consumer protection law, including your rights in respect of goods that are faulty or not as described.