At Credez, many of our products are personalised and manufactured specifically for each customer. We want you to be happy with your order, while also being clear about which products can be returned, changed or cancelled.
Please review this policy before placing your order.
1. Personalised Products
Products created using a customer’s photo, name, text, colour selection, design or other custom details are considered personalised products.
Because these products are made specifically for you, they cannot be returned or refunded due to:
- A change of mind
- No longer wanting the product
- Ordering the wrong size, colour or design
- Entering incorrect personalisation details
- Disliking an approved or correctly manufactured customisation
- Refusing or failing to accept delivery
Personalised products may only qualify for a remedy when they arrive:
- Damaged
- Defective
- Incorrectly manufactured
- Materially different from the confirmed order
This does not affect any mandatory consumer rights available under applicable law.
2. Non-Personalised Products
Non-personalised products may be returned within 7 calendar days of delivery, subject to the following conditions:
- The product must be unused
- It must be in its original condition
- It must include its original packaging
- All included parts and accessories must be returned
- The customer must provide proof of purchase
- The return request must be submitted through our Contact Us page
The customer is responsible for the cost of returning the product.
Credez does not charge a restocking fee.
3. Sale and Clearance Products
Sale and clearance products may be returned when they are non-personalised and otherwise meet the return conditions stated in this policy.
Personalised sale or promotional products remain non-returnable unless they are damaged, defective or incorrectly manufactured.
4. Return Request Period
All return, damage, defect or incorrect-product claims must be submitted within:
7 calendar days of delivery
The seven-day period begins on the date the order is shown as delivered.
Requests received after this period may not be accepted, except where otherwise required by applicable law.
5. How to Request a Return
To request a return, visit the Contact Us page on the Credez website and provide:
- Your full name
- Your order number
- The product you wish to return
- The reason for the return
- Clear photographs of the product
- Any supporting video requested by Credez
Products must not be returned without contacting us first.
Sending a product back without receiving return instructions does not guarantee that the return will be accepted or refunded.
6. Return Shipping
For approved returns of non-personalised products:
- The customer is responsible for return shipping costs
- Original shipping charges are not refundable
- Customs duties, import taxes and clearance fees are not refundable
- Credez is not responsible for a return parcel lost or damaged while being sent back by the customer
We recommend using a trackable delivery service and keeping the shipping receipt until the return is completed.
If an incorrect or defective product was supplied by Credez, we may arrange or reimburse reasonable return shipping where appropriate.
7. Return Inspection
Once the returned product is received, Credez will inspect it to confirm that it meets the return conditions.
A return may be rejected when the product:
- Has been used
- Has been damaged after delivery
- Is incomplete
- Is missing original packaging or accessories
- Has been altered, modified or repaired
- Was returned outside the permitted period
- Is personalised and has no verified defect
- Shows damage caused by misuse or improper handling
We will notify the customer after the inspection has been completed.
8. Refunds
Once an eligible returned item has been received and approved, Credez will initiate the refund as soon as possible.
Approved refunds will normally be processed within 5 working days.
Our working days are:
Sunday to Thursday, excluding Saudi public holidays and Eid holidays.
Refunds are issued only to the original payment method used for the order.
After Credez processes the refund, the time required for the amount to appear in the customer’s account depends on the bank, card provider or payment service. These external processing times are outside our control.
9. Non-Refundable Charges
Unless required otherwise by applicable law, the following are not refundable:
- Original delivery charges
- Return delivery charges
- Customs duties
- Import taxes
- Customs-clearance charges
- Local handling fees
- Reshipping fees
- Additional customisation or design-work charges
Only the eligible product value will normally be refunded.
10. Damaged, Defective or Incorrect Products
Please inspect your order immediately after delivery.
A problem must be reported within 7 calendar days when a product arrives:
- Broken or physically damaged
- With the wrong photograph
- With the wrong name or personalisation
- In a different confirmed size, colour or design
- With a lighting or functional fault
- Missing an essential component
- With a significant manufacturing defect
Credez will review each claim before approving a replacement or refund.
11. Evidence Required for a Claim
Customers reporting a damaged, defective or incorrect product must provide:
- The order number
- Clear photographs of the complete product
- Close-up photographs of the reported issue
- Photographs of the outer and inner packaging
- A clear video showing the fault or damage, where applicable
- A description of the issue
All submitted photographs and videos must be:
- Genuine
- Unedited
- Clear enough to assess the issue
- Not generated or modified using artificial intelligence
The customer must keep the product and its packaging until Credez completes its review.
Failure to provide sufficient evidence may prevent us from verifying or approving the claim.
12. Normal Characteristics of 3D-Printed Products
Credez products are individually manufactured using 3D-printing technology. The production process naturally creates certain visible characteristics.
The following are considered normal and are not defects:
- Visible layer lines
- Surface texture
- Minor seam marks
- Small variations in finish
- Slight differences in colour or shade
- Minor dimensional variations
- Small support-removal marks
- Minor variations between website photographs and the finished product
These characteristics are part of the 3D-printing process and make each product slightly unique.
A refund or replacement will not be provided solely because these normal manufacturing characteristics are visible.
13. Replacement or Refund for a Verified Defect
When Credez confirms that a product is damaged, defective or incorrectly manufactured, we may offer:
- A replacement; or
- A refund
The customer may state their preferred resolution. However, Credez reserves the right to determine the most appropriate remedy based on:
- The type and severity of the issue
- Whether the product can be remade
- Product availability
- The evidence provided
- The circumstances of the order
A replacement will generally be offered where the product can reasonably be remade or replaced.
A refund may be offered when replacement is not practical or appropriate.
14. Replacement Production Time
Replacement personalised products must be manufactured again.
The standard production period may therefore apply before the replacement is dispatched. Shipping time will begin after the replacement is ready.
Credez will provide available updates regarding the replacement order.
15. Order Cancellations
Customers may request cancellation before the product has been manufactured.
Once manufacturing has been completed, the order cannot be cancelled.
Because customised production may begin shortly after an order is received, customers should submit cancellation requests as quickly as possible through the Contact Us page.
Submitting a cancellation request does not guarantee cancellation. Credez will first check the order’s production status.
Where cancellation is accepted, the refund will be issued to the original payment method.
16. Changes to an Order
Customers may request changes to the following before production begins:
- Photograph
- Name or wording
- Colour
- Size
- Design selection
- Personalisation details
- Delivery address, provided the order has not shipped
Change requests must be submitted within one working day of placing the order.
Credez will try to accommodate the request but cannot guarantee that a change will be possible if design preparation or production has already started.
Customers should carefully review all information before completing checkout.
17. Charges for Requested Changes
Changes requested after design work has begun, but before physical production starts, may incur an additional design or administration charge.
Credez will inform the customer of any additional amount before continuing with the change.
Work on the revised order may remain paused until the additional payment is received.
Once production begins, changes may no longer be possible. A new order may be required where the customer wishes to replace or significantly alter the original design.
18. Customer-Supplied Information
Customers are responsible for checking the accuracy of all submitted details, including:
- Names
- Spellings
- Dates
- Messages
- Photographs
- Colours
- Sizes
- Delivery information
- Other customisation instructions
Credez is not responsible for an error that appears in the finished product because the same incorrect information was submitted by the customer.
However, contact us promptly if you notice a mistake. Where production has not started, we will try to update the order.
19. Returned or Unclaimed Personalised Orders
A personalised order is not refundable when delivery fails because:
- The customer provided an incorrect or incomplete address
- The customer was unavailable
- The customer did not respond to delivery attempts
- The customer refused the parcel
- The customer did not collect the parcel
- Access to the delivery location could not be arranged
Where the parcel is returned to Credez, it may be shipped again after:
- The customer confirms the correct delivery information; and
- The customer pays the applicable reshipping charge.
Free delivery does not apply to reshipments caused by incorrect customer information or unsuccessful delivery attempts.
20. Refused Customs Charges
For GCC deliveries outside Saudi Arabia, the customer is responsible for customs duties, import taxes, clearance fees and other destination-country charges.
An order is not refundable when the customer:
- Refuses to pay customs charges
- Fails to complete customs clearance
- Refuses the shipment because of import fees
- Does not provide information required by customs
Any return, customs, storage or reshipping charges may also be payable by the customer.
21. Refunds for Cancelled Orders
When a cancellation is approved before manufacturing, Credez will initiate the refund to the original payment method.
The refund will normally be processed within 5 working days, after which the customer’s bank or payment provider may require additional time to display the amount.
Any non-refundable payment-processing or design charges will only be deducted where permitted by applicable law and clearly communicated to the customer.
22. Exchanges
Direct exchanges are available only for eligible non-personalised products, subject to availability and the return conditions in this policy.
For personalised products, an exchange is not available because the product cannot ordinarily be resold.
Where a personalised product has a verified manufacturing defect, Credez may provide a replacement under the defective-product process rather than treating it as a standard exchange.
23. Abuse or Fraudulent Claims
Credez may reject claims involving:
- Altered or AI-generated evidence
- Deliberately damaged products
- Misrepresentation of the product’s condition
- Repeated suspicious claims
- Products not originally purchased from Credez
- Fraudulent payment activity
We may request additional information when reasonably necessary to verify a claim.
24. Contacting Credez
All return, refund, cancellation, replacement and order-change requests must be submitted through the Contact Us page on our website.
Please include your order number so that we can locate and review your order efficiently.
