Return and Exchange Policy
Complete transparency and protection of your rights while respecting the nature of customized products
At Athar, we are committed to delivering a meticulous experience and high quality in every order. Since our products are customized and prepared specifically for each customer, this policy has been established to balance service quality assurance and customer rights protection.
1. Nature of Customized Products
All Athar products are manufactured and prepared based on customer request, including:
- Customized magnetic photos
- Digital content associated with the augmented reality experience (video or audio recording)
2. Cases Not Covered by Return or Exchange
Return or exchange is not possible in the following cases:
- Change of mind after order confirmation or after printing has begun
- Error in photo or content selection by the customer
- Desire to modify content after printing or order preparation
- Minor color variation resulting from different display screens
3. Cases Where the Customer Has the Right to Return or Exchange
The customer may request an exchange or re-execution of the order only in the following cases:
- A printing error caused by the Athar team
- Product arrives damaged or not matching the order
- The augmented reality experience does not work due to a technical fault on our end
4. Conditions for Submitting a Return or Exchange Request
- The Athar team must be notified within 48 hours of receiving the order.
- Attach photos or a video clearly showing the issue
- The product must be in its original condition without use or modification
After reviewing the request, we will:
- Re-execute the order, or
- Exchange it, or
- Provide an appropriate solution based on the nature of the issue
5. Financial Refund (If Any)
- Cash refunds are not provided for customized orders
- Full or partial refund of the amount
- Or providing alternative credit as deemed appropriate by the Athar team for the situation
6. Shipping and Delivery
- Athar is not responsible for delays caused by the shipping company
- If the order arrives damaged due to shipping, the case will be handled after verification and coordination with the delivery company
7. Exceptional Flexibility
In exceptional cases, the Athar team reserves the right to offer special solutions to ensure customer satisfaction, without this constituting a general obligation or an acquired right for the future.
At Athar, we are committed to providing an exceptional experience and respecting your rights as a customer. For any inquiries, please contact us via available support channels.