Refund policy

Refund & Returns Policy

We want you to be satisfied with your order from AL Nafees Gifts. Because many of our products are custom-branded or personalised to your specifications, our returns and refunds process differs for customised and non-customised items.

Customised & Branded Products

Products that have been custom-printed, embroidered, engraved or otherwise branded to your specification are generally non-returnable and non-refundable once production has started or the item has been printed, as these items cannot be resold. This does not affect your rights in relation to defective items (see below).

Defective or Damaged Items

If you receive an item that is defective, damaged in transit, or does not match the artwork you approved, please contact us within 48 hours of delivery with your order number and photos of the issue. We will review your claim and, where confirmed, offer a replacement, reprint or refund at no additional cost.

Unbranded / Stock Items

For unbranded, non-personalised stock items, you may request a return within 7 days of delivery, provided the item is unused, in its original condition and original packaging. Return shipping costs are the customer's responsibility unless the item was defective or incorrectly supplied.

Non-Returnable Items

The following are not eligible for return or refund, except where defective:

• Custom-branded, printed, embroidered or engraved products once production has started.
• Items that have been used, altered or damaged after delivery.
• Made-to-order or special-order items produced specifically for your order.

How to Request a Return or Refund

To request a return, exchange or refund, please email info@alnafeesgifts.com with your order number, a description of the issue and supporting photos. Our team will respond within 24 hours on business days with next steps.

Refund Method & Timing

Approved refunds will be issued to the original payment method used at checkout (including refunds processed via our N-Genius payment gateway) within a reasonable time after approval, generally within 5–14 business days depending on your bank or card issuer.

Contact Us

For any questions about this Refund & Returns Policy, please contact us at info@alnafeesgifts.com.