Refund & Return Policy
Understand the guidelines for cancellations, returns, and replacement warranty of custom branded promotional items.
Customization & Production Terms
At EX TRAA (EX TRAA FOR PROMOTIONAL GIFTS PREPARING), all items are prepared based on customer-approved digital design mockups. The terms of customization include:
Proof Approval
Before mass production or layout setup begins, we issue a digital mockup displaying placements, dimensions, and approximate colors. Production starts only after client’s email confirmation or mockup sign-off. We are not responsible for spelling mistakes or branding errors present on signed-off proofs.
Color Matching
While we make every effort to match corporate color systems (PMS/Pantone), slight variations may occur across different substrate materials (wood, metal, leather, acrylic, textiles) and print techniques (embossing, screen print, UV printing, engraving).
Cancellation & Return Guidelines
Given the bespoke nature of customized promotional merchandise, we enforce strict refund regulations:
Pre-Production Cancellation
Orders can be cancelled and fully refunded ONLY before the custom printing blocks, tooling molds, or embroidery files have been setup. Once design layouts are locked and setup starts, deposits are non-refundable.
Custom Goods Exclusion
Items printed or engraved with customer-specific logos, branding text, or custom patterns CANNOT be returned, cancelled, or exchanged once production has officially commenced. These items hold no commercial value for resale.
Manufacturing Defects & Replacements
We hold our wholesale output to rigorous quality assurance standards. If issues occur:
Claims Timeline
Any claims regarding quantity shortage, incorrect stamping craft, or defective products must be submitted in writing within 7 working days of final delivery at your Dubai showroom or warehouse location.
Defect Resolution
- If items are found to have printing errors that deviate from the signed proof, or have substantial physical damage from production, we will arrange for free replacements or issue a credit note.
- We may request return of the defective batch to verify the manufacturing flaw.
- Refunds or replacements do not apply to damage occurring due to improper transport, exposure, or misuse after client delivery confirmation.