Exchange, Return, and Refund Policy

Trader Platform is committed to clearly defining the rights and obligations of all parties. Given the nature of the products and services offered through our online store, which are manufactured, printed, or prepared according to customer orders and based on the approved specifications, quantities, dimensions, and designs for each order, cancellation, exchange, return, and refund requests are subject to the following provisions. These provisions shall not prejudice consumers' rights under the applicable laws and regulations of the Kingdom of Saudi Arabia.

1. Order Cancellation or Modification Before Production

Customers may request to cancel or modify an order before production begins.

Acceptance of a cancellation or modification request depends on the order status and the work already completed at the time the request is received.

If actual costs have been incurred before the cancellation or modification request, such as design work, preparation, print or cutting file preparation, purchasing materials specifically for the order, electronic payment processing fees, or other services performed specifically for the order, Trader Platform may deduct the applicable actual costs from the refundable amount, where permitted by applicable laws and regulations.

2. When Is an Order Considered to Have Entered Production?

An order is considered to have entered the production stage once any work related to its fulfillment has begun, depending on the nature of the product or service, including but not limited to:

• Preparing design, printing, or cutting files.
• Approving the design and initiating production procedures.
• Purchasing or preparing materials specifically for the order.
• Beginning printing, cutting, manufacturing, or preparation.
• Performing any order-specific work according to the approved dimensions, specifications, or quantities.

Once an order has entered the production stage, it cannot be canceled, returned, or exchanged due to a change of mind or the customer's desire to change previously approved designs, dimensions, colors, quantities, or specifications.

This does not affect the customer's rights in cases involving manufacturing defects, production errors, or products that do not conform to the agreed and approved specifications.

3. Custom-Manufactured or Customized Products

All products offered through Trader Platform are manufactured, printed, or prepared according to the specifications of each order and are considered made-to-order products.

These include, but are not limited to, products produced according to:

• A design or file approved by the customer.
• The customer's logo or visual identity.
• Text, names, or information provided by the customer.
• Custom dimensions or measurements.
• Specific colors, materials, or specifications.
• Quantities manufactured or printed specifically for the order.

Due to the nature of these products, exchanges and returns are not accepted after production has begun, unless a manufacturing defect, printing or production error, or failure to conform to the approved and agreed specifications has been established.

4. Design and Specification Approval

For products requiring a design, sample, or proof before production, the customer will be provided with the design or specifications for review and approval before production begins, where required by the nature of the product.

The customer is responsible for carefully reviewing all order details before final approval, including:

• Text, names, numbers, and other information.
• Logos and visual identity.
• Dimensions and measurements.
• Colors and materials.
• Quantities.
• Placement of design elements and layouts.
• Any other specifications or details related to the order.

Once the customer has approved the design or specifications and production has begun, Trader Platform shall not be responsible for errors contained in the information, text, files, dimensions, or other details provided or approved by the customer.

However, this does not affect Trader Platform's responsibility if the finished product differs from the approved design or specifications.

5. Design Services and Source Files

If an order includes design services, the final files delivered to the customer will be determined according to the scope of services specified in the order or quotation.

Design services do not automatically include the delivery of open or editable source files (Open/Source Files), such as original design software files, unless delivery of these files is expressly included in the service description or quotation or agreed upon separately.

If design services, or any part of them, have already been performed before a cancellation request is received, the cost of the design work completed up to the cancellation date may be charged.

6. Defective or Nonconforming Products

If a customer receives a product with a manufacturing defect, printing error, production error, or a product that does not conform to the approved design or specifications, the customer should contact Trader Platform through its official communication channels.

The customer should provide the order number and clear photographs or videos showing the issue.

After reviewing the order and verifying the issue, appropriate action will be taken according to the nature of the product and the circumstances. This may include:

• Repairing or correcting the product, where possible.
• Remanufacturing or reprinting the product.
• Replacing the product.
• Issuing a full or partial refund, as applicable.

Trader Platform will bear the costs associated with resolving the issue when it is established that the defect or nonconformity resulted from manufacturing, printing, or production performed by Trader Platform or the party responsible for fulfilling the order.

7. Color and Material Variations

Minor differences may occur between colors displayed on screens or in design files and the actual colors produced after printing or manufacturing. Such differences may result from variations in display settings, color modes, printing methods, and the types of materials used.

Certain materials may also exhibit minor natural variations.

These minor and natural variations are not considered defects or nonconformities unless the difference is substantial or the finished product does not conform to an expressly approved sample, color, or specification.

8. Shipping and Return Costs

If a return or exchange is approved due to a manufacturing defect, production error, or failure to conform to the approved specifications, Trader Platform will bear the necessary shipping or return costs associated with resolving the issue.

If cancellation or return is accepted for reasons attributable to the customer, the customer will be responsible for shipping and return costs and any actual costs incurred in connection with the order, where applicable and permitted by law.

For international shipping, the customer will be responsible for shipping, return, and associated charges unless the reason for the return is an established defect, production error, or nonconformity attributable to Trader Platform.

9. Refunds

Where a refund is approved, the amount due will be refunded through the original payment method whenever possible, or through another method agreed upon with the customer.

The refundable amount will be calculated after deducting any applicable actual costs incurred for work or services performed before cancellation, as well as any actual, non-refundable payment processing fees, where applicable and legally permitted.

The customer will not bear any costs or fees resulting from an established error, defect, or nonconformity attributable to Trader Platform.

The time required for the refunded amount to appear in the customer's account may vary depending on the bank, payment method, or payment service provider.

10. Payments and Refunds Through Tabby and Tamara

If an order is paid for using Tabby or Tamara, eligibility for cancellation, return, and refund is subject to the provisions of this policy, the nature of the product, and the order's production stage, in addition to the applicable terms and procedures of the payment service provider.

If a full or partial refund is approved, Trader Platform will process the refund through the payment service provider used for the order, whether Tabby or Tamara.

Any remaining installments will then be adjusted or canceled, or the amount due will be refunded to the customer, in accordance with the payment provider's procedures and the installment status of the order.

If the payment or refund transaction involves actual, non-refundable fees, such fees will be handled in accordance with the payment provider's terms and the applicable laws and regulations of the Kingdom of Saudi Arabia.

The customer will not bear payment service fees if the return results from a manufacturing defect, printing or production error, or failure of the product to conform to the approved specifications due to Trader Platform, or in any case where applicable law requires a full refund to the customer.

The time required to process a refund and for the refunded amount to appear in the customer's account may vary depending on the payment service provider, bank, or card used.

Trader Platform does not control the time financial institutions require to reflect the refunded amount after the refund transaction has been completed on our side.

Customers should monitor the status of their installments or refunds through their Tabby or Tamara accounts, depending on the payment method used.

Using Tabby or Tamara as a payment method does not alter the provisions of this policy relating to custom-manufactured, printed, or made-to-order products.

11. Delays in Order Production or Delivery

Trader Platform is committed to producing and delivering orders within the agreed or communicated timeframe, taking into account the nature of made-to-order products and the customer's approval of designs and specifications.

In the event of a delay, the order will be handled in accordance with the applicable laws and regulations of the Kingdom of Saudi Arabia.

No provision of this policy shall prejudice the customer's statutory rights relating to delays in production or delivery.

The production timeframe does not include periods of delay caused by awaiting the customer's approval of designs, dimensions, or specifications, or by the customer's delay in providing Trader Platform with the information, files, or details required to complete the order, or any other delay attributable to the customer.

12. Submitting a Cancellation, Return, or Complaint Request

To request cancellation or report a defect, error, or product nonconformity, please contact Trader Platform through the official communication channels provided in the online store.

Depending on the circumstances, please provide the following information:

• Order number.
• Product or service name.
• A clear description of the request or issue.
• Photographs or videos illustrating the issue, when necessary.

The Trader Platform team will review the request and contact the customer to complete the appropriate procedures.

13. General Provisions

This policy applies to all products and services offered through the Trader Platform online store, taking into account the nature of each order and its production stage.

Cancellation, exchange, return, and refund requests will be evaluated according to the circumstances of each order and the work completed up to the date the request is submitted.

Acceptance of a cancellation or return request in a particular case does not constitute an obligation to accept other requests that differ in product type, production stage, or reason for cancellation or return.

If any provision of this policy conflicts with a mandatory requirement under the applicable laws and regulations of the Kingdom of Saudi Arabia, the mandatory legal provision shall prevail to the extent of that conflict.

Nothing in this policy is intended to restrict or exclude any consumer right established under the applicable laws and regulations of the Kingdom of Saudi Arabia.