Due to the bespoke and custom-made nature of printing services, refunds are not offered as a standard policy once production has commenced. Please read this policy carefully before placing an order.
Why Refunds Generally Do Not Apply
Print products are custom-manufactured to each client’s specific requirements. Unlike physical retail products, printed materials cannot be restocked or resold once produced. This is an industry-standard position followed by all professional print service providers in the UAE and globally. However, Andoov is committed to quality and fair treatment of all clients. We will always work with you to resolve genuine issues with your order.
Order Cancellation
Once an order has been placed and confirmed, the following cancellation charges apply: Stage of Order Cancellation Fee Before artwork/data review begins After artwork review, before client proof approval 5% of order value or AED 50 minimum — whichever is higher 10% of order value or AED 100 minimum — whichever is higher After client has approved the proof / print has commenced 100% of order value — no refund possible Design-only projects (if cancelled mid-design) 20% cancellation fee if design work has been initiated
When a Reprint or Remedy May Be Offered
Andoov will offer a free reprint or appropriate remedy if:
• The printed product is materially defective due to a production error on Andoov’s part (e.g. incorrect colour, wrong size, printing defect not related to supplied artwork)
• The product was printed based on specifications that differ from the confirmed order
• The wrong product or quantity was delivered To qualify for a remedy, the client must: 1. Notify Andoov in writing within 48 hours of receiving the goods 2. Provide photographic evidence of the defect 3. Return the defective goods to Andoov’s premises if requested
Andoov is not liable for defects arising from client-supplied artwork (colour variance, low resolution, incorrect bleed, spelling errors, or design mistakes approved by the client in the proof stage).
Colour Variation
Colour accuracy in digital and offset printing can vary from on-screen colour representations due to monitor calibration, paper stock, and printing process variables. Minor colour variance is an inherent characteristic of the printing industry and does not constitute a defect. Andoov follows standard print industry colour tolerances. If precise colour matching is critical, clients must request a physical proof prior to full production run.
Approved Refunds
Processing In cases where Andoov approves a refund (in its sole discretion), the following applies:
• Refunds are processed via the original payment method
• Bank transfer refunds may take 5-10 business days to reflect
• Cash payments will be refunded by bank transfer or cash at our office
• Refunds are issued in AED only
Digital Marketing & Advertising Services
For non-printing services (Google Ads management, social media marketing, SEO, web design):
• Monthly retainer fees are non-refundable once the billing period has commenced
• One-time project fees (website design, campaign setup) are non-refundable once the project scope has been agreed and work has commenced
• Any pre-paid advertising budget loaded into Google Ads or Meta Ads accounts is subject to the respective platform’s refund policies
How to Raise a Complaint or Refund Request
Contact our team within 48 hours of receiving your order: Please include your order number, a description of the issue, and photographs where applicable.