Giba — Return & Refund Policy
This Return & Refund Policy explains when and how you may return an order placed through the Giba app or website, and how refunds and reprints are handled. Because Giba products are personalised and made to order, this policy is different from a standard retail return policy. Please read it before you place an order.
1. Personalised products are made to order
Most Giba items — mugs, frames, apparel, cards and occasion bundles — are custom-printed with your photos, names or messages specifically for you. For hygiene, personalisation and production reasons, these items cannot be returned or exchanged simply because you changed your mind or made an error in the details you supplied.
Please check your design carefully — spelling, photos, colours and quantities — before you confirm and pay. Once production begins, the order cannot be changed or cancelled.
2. When you are entitled to a replacement or refund
We will replace the item or refund you if any of the following apply:
- The item arrives damaged, defective or with a printing fault caused by us or our print partner.
- You received the wrong item, the wrong design, or an incorrect quantity.
- The item differs materially from the approved design preview shown at checkout.
In these cases the fault is ours, and you will not be charged for the replacement or the return.
3. How to report a problem
Contact us within 3 days of receiving your order through the app support chat, WhatsApp on [NUMBER], or by email at [EMAIL]. Please include your order number and clear photographs showing the issue. We may ask you to keep the item and packaging until the claim is resolved.
4. Resolution
Once we verify the problem, you may choose either a free reprint and re-delivery of the same item, or a full refund of the item price. We aim to confirm the outcome within 5 business days of receiving your report and photographs.
5. Refund method and timing
Approved refunds are issued to the original payment method used for the order. Depending on your bank or card provider, it may take 5 to 14 business days for the refund to appear. Delivery fees are refunded only where the entire order is at fault.
6. Cancellations
You may cancel an order for a full refund only if production has not yet started. Once printing has begun, the order cannot be cancelled because the item is unique to you and cannot be resold.
7. Non-returnable situations
- Errors in the information you supplied (misspelled names, low-resolution photos, wrong option selected).
- Minor variations in colour between screen and print, which are a normal part of printing.
- Change of mind after the order is confirmed.
8. Contact
For any return or refund question, contact Giba at [EMAIL] or [NUMBER]. This policy is governed by the laws of the Kingdom of Bahrain and does not affect any rights you may have under the Bahrain Consumer Protection Law.