Refund and returns policy

Nearly everything we print is made to your artwork on your own item, so this sets out exactly when an order can be cancelled, what we do if the work is wrong, and how a refund reaches you.

Last updated 28 September 2026

What this covers

Printing and related work ordered from Sun Studio LLC, Al Quoz First, Dubai, and paid for by card through our payment link, by bank transfer, or in cash at the studio. It forms part of our terms and conditions.

Prices, payments and refunds are all in United Arab Emirates dirhams (AED).

Custom work: the general rule

We print to order. A bottle carrying your logo, a wall carrying your artwork or a set of awards carrying your names cannot be put back into stock or sold to anyone else. Custom-printed work is therefore not returnable for a change of mind, and UAE consumer protection rules treat made-to-order goods the same way.

That is not the whole story. Because we work to a proof or a printed sample that you approve, there is a clear point before which you can stop without cost, and a clear standard the finished job has to meet afterwards. Both are set out below.

Cancelling an order

• Before you approve the proof or the printed sample: cancel for any reason. We refund what you have paid in full, less the sample fee (AED 105 or AED 150, depending on the sample) and any setup or material preparation already carried out at your request. Where we have done none of that, the refund is the whole amount.
• After approval, before production starts: tell us straight away. If the job has not gone onto a machine and nothing has been bought specially for it, we refund in full.
• Once production has started: the work is no longer refundable, because the item is already printed with your artwork. If only part of the run has been printed we charge for that part and refund the rest.

To cancel, email info@sunstudio.ae or call +971 4 346 7422 and quote your invoice or payment-link reference. We work from the time your message reaches us.

Changing an order

Ask before approval and a change usually costs nothing. After approval a change is a fresh setup and is quoted as one. If the change makes the job cheaper, we refund the difference.

If the work is faulty, wrong or damaged

Please check the job when you collect it or when it arrives, and tell us within seven days. Photographs help. We will collect the pieces, or ask you to send them back at our cost.

Where the fault is ours we will reprint the job or, where a reprint is not what you need, refund it. That covers:

• a print that does not match the proof or sample you approved
• the wrong artwork, the wrong item or the wrong quantity printed
• a defective print: missing ink, misregistration, or a finish that fails inspection
• goods that arrive damaged, or with packaging that has been tampered with in transit

What is not a fault on our side: a change of mind after approval; artwork supplied at the wrong size, resolution or colour build; a colour we told you sits outside what CMYK plus white can reproduce on that material; or the behaviour of a material you asked us to print on against our advice.

Items you send us to print on

Bottles, glassware, candles, panels and award bodies usually come from you or your supplier. Printing is a physical process on a finished object and an occasional piece is lost to setup or handling, which is why we ask for a few spares.

If we damage an item you supplied, our liability is limited to the cost of the printing on it, and we cannot refund the value of the object itself. If we lose more than the spares you sent, we will tell you and agree what to do.

How to ask for a refund

1. Email info@sunstudio.ae or call +971 4 346 7422 with your invoice or payment-link reference.
2. Tell us what is wrong, and send photographs where there is something to see.
3. We reply within one working day with whether we are reprinting or refunding, and by when.

How refunds are paid

A refund always goes back by the method you paid by. We cannot refund a card payment in cash, or to a different card.

• Card payments: we instruct the refund through Network International, our payment provider, normally within two working days of agreeing it. It then reaches your account on your card issuer’s own timetable, which is usually between 10 and 45 days.
• Bank transfers: returned to the account the payment came from, normally within seven working days.
• Cash: refunded at the studio against the original receipt.

A refund includes the VAT charged on the original invoice, and we issue a credit note for it. Refunds are made in AED, for the amount charged. If your card is issued in another currency, your bank converts the refund at its own rate on the day it is processed, so the figure that lands may differ a little from the figure you paid. Any fee your bank charges for that conversion is outside our control.

Delivery

Collection, delivery charges and delivery times are set out in our terms and conditions. If a delivery does not arrive, tell us and we will trace it with the courier; if it is lost in transit we reprint the job at our cost.

If you disagree with us

Please talk to us before raising a dispute with your bank. A chargeback takes weeks and costs us both time, and almost everything is settled with a phone call. If we cannot agree, this policy and our terms are governed by the laws of the United Arab Emirates and the courts of Dubai have jurisdiction.

Questions

Sun Studio LLC, Warehouse 7, Al Quoz First, Sheikh Zayed Road, Dubai, United Arab Emirates, P.O. Box 30562. Commercial licence 650517, TRN 100373473600003. Call or WhatsApp +971 4 346 7422, or email info@sunstudio.ae. Monday to Saturday, 08:30 to 18:30.