Refund policy
Returns & Refunds Policy
Last updated: 21 September 2026
Ethergifts provides customised corporate gifts and branded merchandise tailored to customer requirements. This Returns & Refunds Policy explains how we handle cancellations, returns, replacements, repairs and refunds for orders placed through this website.
This policy is intended to be read together with our Privacy Policy, Terms of Service and Shipping Policy. Nothing in this policy excludes, restricts or modifies any mandatory right or remedy that cannot lawfully be excluded under applicable law, including applicable UAE consumer-protection requirements.
1. Customised Products
Most of our products are customised or branded according to the customer’s requirements. Subject to applicable law, we do not accept returns or exchanges for a change of mind on customised products that have been supplied as agreed. This includes circumstances where:
•you no longer need the goods;
•your event or campaign is cancelled;
•your preferences or branding requirements change after approval; or
•you ordered the agreed customised product but later decide that you want a different product, colour, size or design.
This limitation does not affect your rights where the product is faulty, unsafe, materially different from the agreed specifications, incorrectly supplied or otherwise covered by a mandatory consumer right or remedy.
2. Artwork and Proof Approval
Please carefully review the final artwork or proof before approving production. This includes spelling, names, logos, layout, print placement, dimensions, image resolution, colours and other fine details.
Unless expressly agreed otherwise, our layout service does not include proofreading or verification of customer-supplied content. To the extent permitted by applicable law, we will generally not provide a complimentary replacement or refund where we accurately reproduced an error contained in artwork that the customer supplied and approved.
Artwork approval does not exclude our responsibility for production errors, a material departure from agreed specifications, an incorrectly supplied product or any right or remedy that cannot legally be excluded.
3. Product Colours and Appearance
Website images, digital proofs and photographs are provided for visual reference. Colours may vary because of photography, lighting, screen settings, printing materials, manufacturing processes and the characteristics of different product batches.
A reasonable visual variation does not by itself establish a defect. This does not excuse a material difference from the product description, approved proof, agreed sample, agreed colour specification or other agreement with the customer.
4. Faulty, Damaged or Incorrect Products
If your order arrives damaged, faulty, incomplete or materially different from the agreed specifications, please contact us through the Contact page as soon as reasonably possible after delivery.
Please include:
•your order number or other proof of purchase;
•a description of the issue;
•the quantity affected; and
•clear photographs or video, where possible, showing the product, packaging and the issue.
We may need to inspect the goods, packaging, artwork approval and order records to assess the issue. Please do not dispose of, alter or return the goods before receiving our instructions, unless necessary for safety reasons.
Depending on the nature and severity of the issue and the requirements of applicable law, we may provide a repair, remake, replacement, refund, price adjustment or another appropriate remedy. Where a product is defective, unsafe, incorrectly supplied or materially different from what was agreed, we will not rely on this policy to remove a mandatory consumer remedy.
5. Returns Process
Please contact us through the Contact page before returning any goods. We will review the request and provide return instructions where a return is appropriate.
Original packaging is helpful but is not required for a valid faulty-goods claim, unless the packaging is reasonably necessary to assess or safely transport the goods. Do not send goods to an address obtained from a third party or from an earlier order without receiving current return instructions from us.
Returned goods may be inspected to confirm the reported issue and determine the appropriate remedy. This inspection does not limit any mandatory rights you may have under applicable law.
6. Return Shipping Costs
Where a fault, incorrect supply or material departure from the agreed specifications is confirmed, we will reimburse reasonable return shipping costs or arrange a suitable collection or return method, as appropriate.
Where a return is requested for a reason that is not a fault, incorrect supply or other legally protected reason, any return shipping or handling arrangements will be discussed before the return is authorised. Customised products supplied as agreed are generally not eligible for change-of-mind returns.
7. Refunds
Where a refund is approved, it will normally be issued to the original payment method unless another method is agreed or required by applicable law.
The time for the refund to appear may depend on the payment provider, bank or card issuer. We will process an approved refund within the period required by applicable law and will provide an update if a payment provider causes a delay outside our reasonable control.
A refund may cover the affected goods and, where applicable, reasonable delivery or return costs required to remedy a confirmed fault or incorrect supply. The amount and method of any refund will depend on the circumstances, the order records and applicable law.
8. Order Cancellations and Production
Please contact us through the Contact page as soon as possible if you need to request an order cancellation or change.
We will review cancellation requests based on the order status. Before production or fulfilment begins, we may be able to accept a requested change or cancellation. Once customised production, procurement or fulfilment has begun, a cancellation or change may not be possible, subject to any mandatory right under applicable law.
If we cannot fulfil an order, or if a material issue prevents us from supplying the agreed goods, we will contact you and discuss an appropriate remedy, which may include a replacement, remake, refund or another solution required or permitted by applicable law.
9. Consumer Rights and UAE Requirements
Nothing in this policy is intended to limit your statutory rights. Where applicable, UAE consumer-protection requirements may provide rights relating to product quality, safety, accurate product information, products supplied at the declared or agreed price, defective goods, incorrect supply, compensation for qualifying damage, and prompt dispute handling.
Any term that would unlawfully remove or reduce a mandatory consumer right will not apply to the extent of the conflict. We will handle eligible claims in accordance with the law that applies to the transaction and the customer’s circumstances.
10. How to Contact Us
For a return request, faulty-product report, cancellation request, refund question or other complaint, please use the Contact page on this website. Please include your order number and enough information for us to identify and assess the request.
We will review the request and respond within a reasonable period and within any period required by applicable law.