Returns, Cancellations & Refund Policy

At The Plug Co., we aim to provide reliable products and professional service to all customers. Due to the nature of our business, including customized, branded, made-to-order, and bulk supply products, the following policy applies to all orders placed with us.

1. Order Confirmation & Production Approval

By confirming an order, approving artwork/designs, making payment, issuing a purchase order (LPO), or providing written confirmation through email or WhatsApp, the customer agrees to proceed with production and accepts all specifications provided.

Customers are fully responsible for reviewing and approving:

• Artwork

• Dimensions and sizing

• Quantities

• Colors

• Material specifications

  • Spelling, grammar, and design details

Once production has started, orders cannot be canceled or modified.

2. Customized & Branded Products

All customized, printed, branded, personalized, or made-to-order items are strictly non-refundable and non-returnable.

This includes, but is not limited to:

• Custom printed cups

• Bags

• Napkins

• Boxes

• Stickers

• Labels

• Packaging materials

• Promotional items

• Any item produced specifically for the customer

Refunds or replacements will only be considered if:

• The wrong item was supplied by us

• The product contains a verified manufacturing defect

• The delivered item materially differs from the approved order specifications

3. Non-Customized Products

For non-customized standard products, return requests may be considered within 3 calendar days of delivery, subject to approval.

To qualify for a return:

• The item must be unused

• The item must remain in its original packaging

• The item must be in resalable condition

• Proof of purchase must be provided

Approved returns may be subject to a restocking fee.

Shipping, delivery, and handling charges are non-refundable.

4. Food Packaging & Hygiene Products

For health, hygiene, and safety reasons, products intended for food contact, cleaning, hygiene, or sanitary use cannot be returned once opened, unsealed, used, or stored improperly.

This includes:

• Food packaging

• Cups and lids

• Bowls and containers

• Cleaning products

• Disposable consumables

• Hygiene-related products

5. Color, Print & Material Variations

Minor variations in:

• Print positioning

• Color shades

• Material texture

• Finishing

• Dimensions

• Packaging

may occur during manufacturing and printing processes and shall not be considered defects.

Colors viewed on screens or digital mockups may differ slightly from final printed production due to monitor settings, lighting, ink absorption, and production methods.

6. Quantity Tolerance

Due to manufacturing and production processes, delivered quantities may vary slightly from ordered quantities.

A production tolerance of up to ±10% shall be considered acceptable unless otherwise agreed in writing.

Billing may be adjusted accordingly based on the actual delivered quantity.

7. Damaged, Missing, or Incorrect Orders

Customers must inspect all goods upon delivery.

Any claim relating to:

• Damaged items

• Missing quantities

• Incorrect products

• Manufacturing defects

must be reported in writing within 48 hours of delivery to:

info@theplugco.ae

Claims submitted after this period may not be accepted.

The Plug Co. reserves the right to request supporting evidence, including photographs, videos, batch details, or return inspection before approving any replacement or refund.

8. Delivery & Courier Delays

Estimated delivery timelines are provided for guidance only and are not guaranteed unless expressly agreed in writing.

The Plug Co. shall not be held liable for delays caused by:

• Courier companies

• Customs clearance

• Import/export restrictions

• Supplier delays

• Manufacturing delays

• Force majeure events

• Weather conditions

• Government actions

9. Refund Processing

Where a refund is approved, refunds will be processed using the original payment method whenever possible.

Approved refunds may take 7–14 business days to reflect depending on the payment provider or bank.

The Plug Co. reserves the right to deduct:

• Delivery charges

• Restocking fees

• Processing costs

• Bank/payment gateway charges

• Any applicable production costs already incurred

10. Refused Deliveries

If a customer refuses delivery of a confirmed order without an approved return authorization, The Plug Co. reserves the right to:

• Refuse any refund

• Deduct shipping and handling charges

• Deduct production and administrative costs

• Pursue recovery of unpaid balances where applicable

11. Limitation of Liability

The Plug Co.’s liability shall be limited solely to the value of the products supplied.

Under no circumstances shall The Plug Co. be liable for:

• Indirect losses

• Business interruption

• Loss of profits

• Delayed operations

• Third-party damages

• Consequential or incidental damages arising from the use or inability to use supplied products

12. Contact Us

For any questions regarding this policy, please contact:

📧 info@theplugco.ae