Returns, Refunds & Product Issues
Refunds policy last updated: August 5, 2026
This refund policy explains how ADMAL handles order cancellations, customized physical products, manufacturing defects, damaged or non-working products, refunds, and digital services.
1. Cancelling an Order and Refunds Before Production Starts
Customers may request cancellation before production, customization, printing, cutting, linking, testing, or preparation for shipping has started.
To request cancellation, contact ADMAL through WhatsApp and provide:
- Order number.
- Customer name.
- Phone number.
- Reason for cancellation.
Cancellation is not confirmed until ADMAL reviews and approves the request.
If approved, the refund will be issued to the original payment method within 5–10 business days. Additional processing time may be required by the bank, card issuer, or payment provider.
2. Customized Products
Most ADMAL physical products are customized, printed, programmed, linked, or prepared specifically for each customer.
Once production or customization has started, the order cannot be cancelled or returned because of:
- Change of mind.
- Incorrect information supplied by the customer.
- Choosing the wrong product, color, size, design, material, or customization option.
- No longer needing the product.
- Delays caused by missing, incomplete, or incorrect customer information.
This does not affect the customer’s rights if the delivered product has a confirmed manufacturing defect, arrived damaged, does not work correctly under normal use, or is different from the confirmed order.
3. Reporting a Defective, Damaged, or Non-Working Product
The customer must inspect the product after delivery and contact ADMAL within 30 calendar days from the delivery date if the product:
- Has a manufacturing defect.
- Does not operate, scan, or connect correctly under normal use.
- Arrived broken, bent, scratched, damaged, or in an unusable condition.
- Is different from the confirmed order.
The customer must provide the order number and clear photos or videos showing the reported issue. ADMAL may also request photos of the packaging, delivery condition, or return of the product for inspection.
The 30-day period is ADMAL’s standard reporting and inspection period for product issues. It does not limit any mandatory consumer rights that may apply under the laws of the United Arab Emirates.
If inspection confirms that the defect, damage, or operational issue existed before the customer received the product, ADMAL will provide the appropriate solution, which may include:
- Technical correction.
- Repair.
- Replacement.
- Partial refund.
- Full refund.
The appropriate solution will depend on the nature of the issue, the inspection result, whether the product can be repaired, and the applicable legal requirements.
If the confirmed issue was caused by ADMAL, manufacturing, or damage occurring before the customer received the product, ADMAL will cover the approved return or replacement shipping cost.
4. Important Product Care and Damage Exclusions
ADMAL cards and smart products may contain an internal NFC chip, antenna, and other functional components. These components can be permanently damaged by improper handling.
To prevent damage, the customer must not:
- Bend, fold, twist, or intentionally flex the product.
- Break, crush, or place excessive pressure or heavy objects on the product.
- Cut, drill, puncture, open, sand, or modify the product.
- Attempt to remove, replace, or repair any internal component.
- Expose the product to fire, excessive heat, or unsuitable storage conditions.
- Expose the product to liquids, chemicals, or moisture beyond the product’s stated specifications.
- Use the product in a way that is inconsistent with its intended purpose.
Free repair, replacement, or refund does not apply if inspection confirms that the product was delivered in working condition and was later damaged because of:
- Bending, folding, twisting, breaking, or crushing.
- Cutting, drilling, puncturing, opening, or unauthorized modification.
- Scratching or physical damage occurring after delivery.
- Liquid, chemical, fire, or excessive heat exposure.
- Improper storage or handling.
- Misuse, negligence, or attempted repair.
- Normal wear and tear.
This exclusion does not apply if the product arrived in the same damaged condition or if inspection confirms that the issue resulted from a manufacturing defect during normal use.
If the issue is not covered, ADMAL may offer a paid repair or replacement where technically possible. Any applicable inspection, shipping, repair, or replacement charges will be disclosed to the customer and approved before proceeding.
5. Customer Information and Customization Errors
The customer is responsible for reviewing and approving all submitted information before production, including:
- Names and job titles.
- Phone numbers and email addresses.
- Website, social media, review, and digital profile links.
- Logos, images, colors, designs, and uploaded files.
- Product type, material, size, and customization options.
ADMAL is not responsible for errors resulting from incorrect, incomplete, outdated, or misspelled information supplied or approved by the customer.
If the customer requests a correction after production has started or after the product has been completed, additional production, replacement, design, or shipping charges may apply.
6. Digital Services, Subscriptions and Refunds
Digital services, QR plans, subscriptions, public links, analytics, digital profiles, and other online features may be activated after payment.
Once a digital service or subscription has been activated or used, the current active or used period is generally non-refundable.
Stopping or cancelling a subscription normally prevents future renewal or stops the service according to the applicable plan. It does not automatically refund the current active period.
This does not apply where a refund is required by law, where the paid service was not provided, or where there is a confirmed material technical failure caused by ADMAL that prevents the customer from using the purchased service.
Refund requests related to digital services will be reviewed individually based on the service status, activation status, usage, reported issue, and applicable legal requirements.
7. Exchanges, Replacements and Refunds
ADMAL does not provide general exchanges for customized products because of change of mind, preference, or incorrect customer selection.
A replacement provided because of a confirmed manufacturing defect, damage before delivery, operational failure, or an incorrect product is considered a resolution of the reported issue and is not considered a general exchange.
8. How to Submit a Request
Contact ADMAL through WhatsApp:
+971 50 405 6109
Please provide:
- Order number.
- Customer name.
- Phone number.
- Description of the issue.
- Clear photos or videos showing the issue.
- Photos of the packaging when requested.
Customers should not return or ship any product before receiving return instructions and approval from ADMAL.
All requests are reviewed before any return, inspection, repair, replacement, or refund is approved.
9. Processing Approved Refunds
Approved refunds are returned to the original payment method within 5–10 business days from the approval date.
The time required for the amount to appear may vary depending on the bank, card issuer, or payment provider.
Any approved refund may exclude charges relating to customer-caused damage, unauthorized returns, completed customization work, or non-refundable services where legally permitted.
10. Legal Rights
Nothing in this policy is intended to exclude, restrict, or limit any mandatory consumer rights provided under the applicable laws of the United Arab Emirates.
For assistance, visit the ADMAL Help Center. General UAE consumer information is also available through the official UAE government portal.