سياسة الاستبدال

Exchange Policy – PremiumADV

At PremiumADV, we are committed to delivering the highest possible quality across all our products and services. As a large portion of our offerings are produced custom-made based on customer requests (such as printed materials, special sizes, and personalized designs), we have established a clear and transparent exchange policy.

This policy aims to protect the customer’s rights while also safeguarding the store against misuse.

1. Products Eligible for Exchange

Customers may request an exchange only in the following cases:

  1. Receiving a product that is completely different from the original order.
  2. Presence of a manufacturing defect or a clear printing error caused by the store.
  3. Receiving a damaged product due to shipping, provided the issue is reported within 24 hours of receipt with proper documentation.
  4. The product does not clearly match the specifications stated on the product page.

2. Products Not Eligible for Exchange

The following products cannot be exchanged:

  1. Products manufactured or printed based on customer request.
  2. Products containing special sizes, names, logos, personal images, or customer-provided data.
  3. Products that have been used, opened, or damaged after delivery.
  4. Products executed after the customer’s approval of the final design.
  5. Any product produced exactly according to the files or data submitted by the customer.

Important Notice:

Customized products are produced specifically for the customer and cannot be resold. Therefore, they are non-exchangeable unless the error is directly caused by the store.

3. Exchange Request Period

Exchange requests must be submitted within 24–48 hours from the time of order delivery.

Requests submitted after this period will not be accepted due to the nature of the products.

4. Conditions for Accepting an Exchange

To approve an exchange request, the following conditions must be met:

  1. Clear photos or videos showing the issue must be provided.
  2. The order number and invoice must be attached.
  3. The product must be unused and in its original condition.
  4. The reason for exchange must be due to a store error, not a customer error.
  5. The defect must affect the product’s quality or functionality.

5. Exchange Process

Once the exchange request is verified and approved:

  1. The product will be re-manufactured correctly at PremiumADV’s full expense, or
  2. A replacement product with the same specifications will be sent at no additional cost.

In exceptional cases where re-production is not possible, a similar alternative product of equal value may be offered.

6. Shipping Related to Exchanges

  1. If the error is caused by the store, PremiumADV bears all shipping and return costs.
  2. If the error is caused by the customer, the customer bears the shipping and re-delivery costs.

7. Exchange Request Rejection

An exchange request may be rejected in the following cases:

  1. If the issue is caused by the customer (e.g., low-resolution design files).
  2. Improper use or incorrect storage by the customer.
  3. Modification or alteration of the product after delivery.
  4. Submission of the exchange request after the allowed timeframe.

8. How to Submit an Exchange Request

To submit a request, please contact us via:

📧 Email: support@premiumadv.com

Or through the Contact Us page on the website.

Please include:

  1. Order number
  2. Clear description of the issue
  3. Accurate photos or video documentation

9. Store Rights

PremiumADV reserves the right to:

  1. Reject any exchange request that does not comply with the stated conditions.
  2. Update or modify this policy in accordance with Saudi regulations.
  3. Take necessary measures to protect the store from misuse or unjustified claims.