Refund and Return Policy

Last updated: 21 August 2026

1. The short version

Almost everything we produce is made to your order — printed with your artwork, cut to your size, branded with your logo. Custom items cannot be resold, so they are not returnable simply because you changed your mind.

But if the fault is ours, we fix it. If we printed it wrong, damaged it, or delivered something that does not match what you approved, we reprint it or refund it.

This policy does not affect your rights under UAE Federal Law No. 15 of 2020 on Consumer Protection.

2. What is not returnable

Custom-printed products — roll up banners, feather flags, banner flags, signage, brochures, business cards
Branded corporate gifts and promotional items
Design, video, photography and consulting work already delivered
Event services already performed
Any item where production has started to your specification

3. When we will reprint or refund

Situation	What we do
Printed differently from the artwork you approved	Reprint free of charge
Product arrives damaged or defective	Reprint or refund
Wrong item, size or quantity delivered	Correct it or refund
Material or workmanship fault	Repair, replace or refund

Please send photographs of the issue with your order reference. That is usually all we need — we will not ask you to return a faulty custom item unless we specifically request it, and if we do, we pay the return cost.

4. When we will not refund

The artwork you approved contained an error — a typo, wrong number, wrong logo version, low resolution
Colour differs slightly from your screen or from a previous run
The size or specification you selected turned out not to suit your purpose
Damage caused after delivery, including outdoor wear, wind damage or incorrect assembly
You changed your mind

About colour: screens emit light, ink absorbs it. A printed colour will never match a screen exactly, and small variation between production runs is normal in the industry. If exact colour matching matters, ask for a physical proof before we print the full run.

5. Cancelling an order

When you cancel	Charge
Before production starts and before artwork is approved	Full refund
After artwork approval, before printing	Design and setup cost charged; balance refunded
After printing has started	No refund — materials and machine time are committed

Projects, events and productions are quoted individually and cancellation terms are set out in the quotation. Third-party costs already committed on your behalf — venue, crew, rental, freight, printing — are not refundable.

Our default event cancellation tiers, unless your quotation says otherwise:

Notice given	Charge
More than 30 days before the event	Deposit retained
15–30 days before	50% of the project value
Less than 15 days before	100% of the project value

6. Equipment rental

Cancel more than 48 hours before collection: full refund
Cancel within 48 hours: 50% charge
No-show or same-day cancellation: no refund
Security deposits are returned after the equipment is checked, normally within 5 business days

7. How refunds are paid

Approved refunds go back to the original payment method — the same card or PayPal account used to pay.

Timing depends on your bank or card issuer, typically 7–14 business days after we approve the refund. We cannot speed up your bank's processing.

Refunds are issued in AED. If your card is in another currency, the amount you receive may differ slightly because of exchange rates and any fees charged by your own bank — that difference is outside our control.

8. How to make a claim

Email info@nqshmedia.com or WhatsApp +971 50 884 8836 with your order or invoice number, what is wrong, and photographs if the issue is physical.

We will respond within 2 business days and tell you what happens next.

If you are not satisfied with our response, you may contact the Dubai Department of Economy and Tourism consumer protection service.

9. Contact

NAQSH BASMA ORGANIZING & MANAGING L.L.C S.O.C (Naqsh Media)
Office E22, Ras Al Khor Industrial Area 3, Dubai, UAE
info@nqshmedia.com · +971 4 572 4083 · WhatsApp +971 50 884 8836
Trade licence 1424020 · TRN 104715028700003