Exchange and Return Policy

At Shatr Al-Naseej Establishment, we are committed to providing professional products and services according to the highest quality standards, and we value the trust of our clients and partners. To ensure transparency and protect your rights, our exchange and return policy is outlined below:


1- Samples

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Samples are sold for quality and design evaluation before bulk orders are executed.

Samples are not accepted for return or exchange unless there is a clear manufacturing defect, and must be reported within 3 days of receiving the sample, accompanied by visual documentation.


2- Custom orders


Orders that include printing, embroidery, or special design are not accepted for return or exchange after the customer has approved the design (whether electronic or physical sample), unless there is a material error or defect caused by the organization.

Modifications requested by the customer after production has begun incur additional costs depending on the case.


3- Bulk orders (not customized)


The customer has the right to exchange or return the order within 7 days of receipt only in the event of a difference from the agreed product or a manufacturing defect.

The goods must be returned in their original condition, unused and undamaged. Shipping fees and/or operating costs, as determined by management, will be deducted from the amount.


4- Design services


After the final design agreement and its approval by the client, the service fee cannot be refunded or exchanged.

In the event of delays by the client in approving the design or frequent modifications outside the scope of the original agreement, the delivery period will be extended or additional fees will be imposed.


Concluding remarks:


  • Once an order or purchase is confirmed through our website or communication channels, the customer acknowledges having read and agreed to these policies.
  • The Textile Division Foundation has the right to amend any of these policies at any time, provided that they are officially published through the approved channels.