Refund, Returns and Cancellation Policy

Glimp provides a voluntary cancellation period of two hours from the time the order is placed.

During this period, you may request to cancel the order, correct your delivery address, or request changes to your design or product selection.

To make a request, contact support@glimp.app and include your order number.

Orders will be held for two hours before being released for production. A cancellation request received during this period will be eligible for a full refund.

After the two-hour period expires, the order may automatically enter production. Once production begins, the order cannot normally be cancelled or changed because it is being manufactured specifically for you.

This does not affect your rights if the finished product is defective, damaged, or incorrectly produced.

We do not accept returns, exchanges, or refunds for correctly produced personalized products because the customer:

• Changed their mind;
• No longer wants the product;
• Selected the wrong product, size, format, or quantity;
• Chose the wrong photographs;
• Approved an incorrect layout;
• Entered incorrect text, names, or dates;
• Preferred a different design after production began; or
• Made another mistake that was visible in the final approved preview.

Personalized products cannot generally be resold because they contain customer-selected photographs, videos, and personal content.

Before completing checkout, you must review and approve the entire product design.

You are responsible for checking:

• Photograph selection and order;
• Cropping and positioning;
• Text, spelling, names, and dates;
• Page order;
• Duplicate, missing, or blank pages;
• Product size and format;
• Number of pages;
• Product quantity;
• Image quality warnings; and
• The delivery name and address.

The final preview represents the design submitted for production.

Glimp is not responsible for customer-created mistakes that were accurately displayed in the final preview.

Image-quality complaints caused by customer-supplied low-resolution photographs will not normally qualify as defects where an image-quality warning was displayed or the issue was reasonably visible in the approved preview.

This exclusion does not apply where the printed product differs materially from the approved preview because of an error by Glimp or its production partner.

Please contact us if your order:

• Arrives damaged;
• Contains a material printing or manufacturing defect;
• Has missing or incorrectly assembled pages;
• Has a defective cover or binding;
• Is materially different from the approved design;
• Is the wrong product;
• Is missing an ordered item; or
• Was damaged during delivery.

Please report visible damage or production problems as soon as possible and preferably within 14 days of delivery. Reporting the issue promptly helps us investigate it with the production facility and delivery carrier.

The requested 14-day reporting period does not reduce any longer period or remedy available under mandatory UAE consumer law.

To submit a claim, email support@glimp.app and provide:

• Your order number;
• A clear description of the problem;
• A photograph showing the complete product;
• Clear close-up photographs showing the defect;
• Photographs of the external packaging; and
• A photograph of the shipping label where the order was damaged or delivered incorrectly.

Please keep the product and its packaging until the claim has been resolved.

We may request additional reasonable information or photographs where necessary to verify the issue. A claim may be declined where the evidence shows that the issue resulted from the approved design, customer-supplied content, misuse, or damage occurring after delivery.

Where a product has a verified defect caused by Glimp, its production partner, or its delivery provider, you will receive the remedies available under applicable UAE consumer law.

Depending on the circumstances, you may be entitled to choose between:

• Returning the affected product for a refund;
• Receiving a free replacement or reprint; or
• Having the issue repaired without charge, where repair is practical.

Because personalized albums and photobooks cannot usually be repaired, the practical remedy will normally be a replacement, reprint, or refund.

Where only one item or part of a multi-item order is affected, the remedy may be limited to the affected item unless the defect materially affects the entire order.

If a return is required for an approved claim, Glimp will provide return instructions and cover the reasonable approved return cost.

Nothing in this policy limits a remedy that must be provided under UAE consumer law.

Printed photographs may appear slightly different from photographs displayed on a phone, tablet, or computer because screens and printing systems reproduce colours differently.

The following are not normally considered defects:

• Minor colour differences;
• Minor differences in brightness or contrast;
• Small variations in trimming or alignment;
• Slight differences between separate production runs;
• Cropping that was shown in the approved preview;
• Image softness caused by the uploaded photograph; or
• Minor variations normally associated with printing and binding.

A variation may qualify as a defect where it is substantial, falls outside reasonable production tolerances, or causes the product to differ materially from the approved design.

Certain Glimp products include digital functionality that connects a printed photograph with a customer-provided video through the Glimp app.

If the scanning or video functionality does not work, contact support@glimp.app and provide:

• Your order number;
• The affected photograph or page;
• A description or screen recording of the issue;
• Your phone model;
• Your operating system version; and
• Your Glimp app version, where available.

Where the issue is attributable to Glimp, we will attempt to restore or correctly provide the digital functionality without charge.

A temporary technical issue that can be corrected within a reasonable period does not automatically require the physical product to be returned or reprinted.

If Glimp cannot restore or correctly provide the promised functionality within a reasonable period, we will provide the remedy required under applicable law. This may include re-performing the digital service, replacing the affected product, or providing an appropriate refund.

Issues caused solely by the customer’s internet connection, denied device permissions, an unsupported or modified device, damage to the printed page, or deletion of customer-controlled content will not normally qualify as Glimp defects.

Production and delivery dates displayed during checkout are estimates unless expressly stated as guaranteed.

Contact us if:

• The estimated delivery period has passed;
• Tracking has not updated for an unusual period;
• The carrier states that the parcel is lost; or
• The parcel is marked as delivered but cannot be located.

We may ask you to verify the address and check with household members, neighbours, building reception, the delivery carrier, or the local collection point.

If the carrier confirms that the order was lost before valid delivery, you may choose between a free replacement or a refund for the undelivered order.

A delivery will not be treated as lost where reliable carrier information confirms valid delivery to the address provided, unless there is evidence showing that the delivery information is incorrect.

You are responsible for providing a complete and accurate delivery name, address, telephone number, and any information required by the carrier.

Where delivery fails because the customer supplied incorrect or incomplete information, Glimp may require the customer to pay the reasonable cost of:

• Re-shipping a returned parcel;
• Producing a replacement where the original parcel cannot be recovered; and
• Any additional delivery or handling charges.

This may apply where:

• The address was incorrect or incomplete;
• The recipient could not be identified;
• The parcel was refused;
• The parcel was not collected;
• The carrier could not access the location;
• The customer did not respond to the carrier;
• Customs charges or import requirements were not completed; or
• Incorrect customer contact information prevented delivery.

This section does not apply where the delivery failure resulted from an error by Glimp, its production partner, or the delivery carrier.

Do not return a product without first contacting Glimp and receiving return instructions.

Do not send a product to the address printed on the parcel unless Glimp has expressly confirmed that address in writing.

Unauthorized returns may not reach Glimp and may not be capable of being processed.

Correctly produced personalized products cannot be returned because of a change of mind.

Where a return is required for a verified defect, incorrect product, or delivery error attributable to Glimp, we will provide instructions and cover the reasonable approved return costs.

Glimp is not responsible for damage caused after valid delivery, including damage resulting from:

• Water or moisture;
• Excessive heat;
• Prolonged direct sunlight;
• Improper storage;
• Tearing or bending;
• Misuse;
• Attempts to modify or repair the product; or
• Normal wear and tear.

This exclusion does not apply where the damage resulted from a defect that existed when the product was delivered.

Approved refunds will be issued to the original payment method unless another method is agreed or required by law.

After a refund is issued, it may take approximately 5–10 business days to appear, depending on the bank, card issuer, or payment provider.

Where an entire order is validly cancelled during the two-hour cancellation period, the refund will include the product price and unused shipping charges.

Where a refund is provided because of a verified defect, delivery failure, or Glimp error, the refund will include all amounts required under applicable law.

Glimp may request reasonable evidence needed to investigate a claim.

A claim may be declined where the available evidence establishes that:

• The product conforms to the approved design;
• The issue was caused by a customer design error;
• The product was damaged after delivery;
• The product was intentionally altered or damaged;
• The required information was not provided despite a reasonable request; or
• The claim is fraudulent or materially misleading.

Glimp will not reject or limit a valid claim solely because it is inconvenient or costly to resolve.

Where Glimp and the customer cannot agree on whether a product is defective or on the appropriate remedy, either party may refer the matter to the competent UAE consumer-protection authority.

Nothing in this policy excludes, waives, or limits any consumer right or remedy that cannot legally be excluded under the laws of the United Arab Emirates.

If any part of this policy conflicts with a mandatory provision of UAE consumer law, the mandatory legal provision will apply.

This policy and purchases made through glimp.app are governed by the applicable laws of the United Arab Emirates, without limiting any mandatory rights that apply to the customer.