Oct 2, 2026
Promotional.ae supplies branded corporate gifts, promotional products and printed items in the United Arab Emirates. These terms set out how we work together. They cover every quote we issue and every order we produce, whether you order through this website, by email, on WhatsApp, or over the phone. “We” and “us” mean Promotional.ae LLC FZ, and “you” means the person or business placing the order.
You accept these terms when you approve or pay. Approving a quote or a proof, sending us a purchase order, or paying any part of an invoice confirms three things at once: that the artwork is correct, that the quantity and price shown are what you want, and that you accept everything on this page. Approval counts the same whether you give it by email, on WhatsApp, verbally, or by signing a printout.
These terms come first. If your purchase order, procurement portal or supplier agreement carries conditions of its own, they do not apply to us unless we have signed them. Nothing a salesperson or supplier says changes these terms — only a written change signed by us does.
Whoever approves the order binds the business they work for. We treat the person who approves artwork or releases payment as authorised to do so.
Placing an order
Quotes hold for 7 days. After that, prices and availability may move. Promotional stock turns over quickly, and an item quoted today may be out of stock by the time you confirm.
A quote is tied to its exact specification. The price covers the item, quantity, decoration method, and number of logo colours and positions written on it. Change any of those — fewer units, a second logo position, embroidery instead of print — and we will reissue the quote.
Prices exclude VAT unless the document says otherwise. VAT is added at the rate in force on the invoice date.
If an item goes out of stock, we will offer the nearest alternative. If none works for you, what you have paid toward that item is credited to another product or refunded, minus any work already done.
Expect up to 5% over or under the ordered quantity. Branded production runs to a tolerance, and you are invoiced for what we actually deliver. A shortfall inside that 5% is a normal run, not a short order.
Samples are chargeable. Plain samples, pre-production samples and the courier cost of sending them are billed separately unless your quote includes them in writing.
Deposits, payment and cancelling
Deposit before we start. We ask for a deposit of 50% to 100% of the order value, as stated on your quote or proforma invoice, before design work begins or materials are ordered. The deposit is non-refundable once we have prepared artwork or committed stock, because branded goods carry your logo and cannot be sold to anyone else.
Balance before release. The remaining balance must reach us in cleared funds before the order is completed, collected or delivered. We may hold finished goods until it does.
Payment means cleared payment. Transfers, cheques and card payments are treated as made when the money is in our account, not when the transfer is initiated.
Credit terms. Where we have agreed a credit period in writing, invoices are due within that period. While any invoice is overdue we may pause production on all of your open orders.
Overdue invoices may carry a charge of 2% per month on the outstanding amount, plus any reasonable recovery costs.
Cancelling. Cancel after you have approved the proof and you are billed for everything already committed — design time, artwork, materials, screens, dies, plates, imported stock and third-party costs. Cancel after branding has begun and the order is payable in full.
Transfer fees charged by your bank, an intermediary bank, or for currency conversion are yours to cover.
Print-ready artwork
Send files that are ready for production. We cannot start until we have them.
| What we need | Why it matters |
| Vector logo (AI, EPS, CDR) or a high-resolution PDF | Logos scale and print cleanly; a screenshot or web image does not |
| CMYK colour, with Pantone (PMS) codes where colour is critical | Files sent in RGB are converted, and the converted colour will look different |
| 300 DPI minimum at final size for photos and raster images | Below this, images print soft or pixelated |
| 3 mm bleed on every cut edge | Trimming moves slightly; bleed prevents white slivers |
| Text and logos 5 mm clear of the trim | Keeps nothing important in the trim zone |
| Fonts outlined, or font files supplied | Stops text reflowing or substituting on our system |
| Rich black avoided for small text — use 100% K | Small four-colour text looks fuzzy |
| Minimum 0.25 pt line weight, 6 pt type for engraving | Thinner lines and smaller type fill in or disappear |
| Dielines in vector, at 100%, on their own layer | We cut to your line, not to a guess |
Files below this standard. We will tell you, and you can choose: send corrected files, pay our artwork rate to have us fix them, or instruct us in writing to print as supplied — in which case the output quality is accepted as it comes.
Design work is a separate service. Redrawing a logo, vectorising a low-resolution image, or building a layout from scratch is quoted on its own.
We are not responsible for problems that start in your file — pixelation, broken outlines, colour banding, or lost detail in artwork you supplied.
Screens, dies and plates stay with us and we keep them only as long as is practical. We cannot promise they will be available for a repeat order months later.
Checking your proof
Proofreading is yours. Before we produce anything, you are responsible for reading and approving the whole proof: spelling, grammar, punctuation, names and job titles, phone numbers, email and web addresses, dates, sizes, quantities, logo placement and the design itself. We set artwork as supplied; we do not proofread your content.
An approved proof becomes the production standard. Once you approve it — by email, on WhatsApp, verbally, or on a signed printout — we produce to it exactly. We are not liable for any mistake that was visible on the proof you approved, including a mistake introduced while setting the file, because the proof was there to catch it.
Reprints for approved mistakes are full price. If an error gets through approval and the job has to run again, the reprint is charged in full — goods, set-up and delivery. There is no discount or partial credit for it.
Skipping the proof. If you ask us to go straight to production to save a day, you accept the result as produced and give up any claim about content or layout.
Two proof rounds are included. Further rounds of changes are chargeable (see the next section).
Your approval starts the clock. Lead time runs from approval, not from the day you placed the order.
Colour and finish
A screen is not a proof of colour. Your monitor or phone shows colour as light (RGB). We reproduce it in ink, toner, thread or engraving (CMYK and spot colours). Two screens rarely agree with each other, and none of them predicts a printed result.
Exact colour needs Pantone matching, quoted in advance. Without a contracted PMS match we work to the closest commercially achievable colour. Even with a PMS reference, the same code reads differently on coated paper, kraft card, plastic, anodised metal, ceramic, leather and fabric — the surface changes the colour.
Normal production variation is not a defect. Small differences in shade, paper or board stock, texture, trim, fold, finish, logo position, thread colour, engraving depth or stitch density are part of how these products are made. That applies between proof and production, between two runs, and across a single run. It does not entitle you to a reprint, refund or discount.
Repeat orders are matched as closely as we can, but stock batches and supplier materials change over time. If perfect consistency across every unit matters, order the full quantity in one run rather than in stages.
Want colour certainty? Ask for a chargeable physical sample before we produce. Approving a digital proof approves the layout and the content — not the colour.
What costs extra
These sit outside a standard quote and are charged at our rates at the time the work is done:
- Major changes after approval — a new layout, a different size, another branding method, a moved logo position
- Rush, express or same-day processing, and any production run out of hours or over a weekend
- Author’s corrections beyond the two proof rounds included in your quote
- Custom die-cutting, new dies, new screens, new plates, embroidery digitising, laser set-up for a new shape
- Pantone matching, special inks, metallic and fluorescent colours
- Names, numbering or variable data printed per unit
- Gift wrapping, ribbon, insert cards, kitting, assembly and custom packaging
- Extra delivery addresses, split consignments, re-delivery after a failed attempt, delivery outside the agreed emirate
- Storage of finished goods left with us more than 14 days after we tell you they are ready
- Rebuilding set-up for a repeat order when the original screens, dies or files are no longer usable
If extra work becomes necessary while a job is running, we will tell you the cost before going ahead. Your approval by email is enough, and it becomes part of the order.
Rush processing shortens our production window. It does not reduce your responsibility for checking the proof — it gives you less time to do it.
Lead times and delivery
Lead times are estimates in working days. They exclude Fridays, weekends and UAE public holidays, and they start only once we have both your artwork approval and confirmation of your payment — whichever arrives later.
Delays we cannot control. We are not liable for delay caused by couriers and freight companies, customs or port clearance, weather, supply shortages, a factory or supplier shutdown, power or machine failure, or by late approvals, late payment or late material from your side.
Event dates. If goods are needed for a specific date, tell us in writing when you order and we will say whether it is achievable. Telling us the date does not turn an estimate into a guarantee, and our liability if a date is missed is capped as described further down this page.
What delivery includes. One delivery to one address inside the agreed emirate. Other emirates, international shipping, split consignments and additional addresses are quoted separately.
Receiving the goods. Please make sure someone authorised is there at the agreed address and time, and that access, parking and lifts allow the delivery to happen. A wasted delivery attempt is rechargeable.
Risk and ownership. Risk passes to you on delivery or collection. Ownership passes when we have been paid in full.
Your own courier. If you or a transport company you appoint collects the goods, they travel at your risk from that point and we are not responsible for damage in transit.
Check your delivery on arrival
Inspect everything before you accept it. At the moment of delivery or collection, it is your responsibility to check the full consignment — count, item, specification, branding, colour, finish, packaging and condition. This is the point at which a problem can still be fixed easily.
What counts as accepting the goods. Signing the delivery note; a colleague, receptionist or security guard taking receipt on your behalf; or sending the goods onward to a third party. Any of these confirms the consignment arrived complete and in good condition.
After acceptance, responsibility passes to you. Once the goods are accepted we are not responsible for any damage, loss, shortage, marking or deterioration, whatever the cause. That includes damage in your own storage or handling, in onward transport you arranged, while being distributed to recipients, at an event, or in later use.
If a carton arrives damaged, write it on the delivery note or courier receipt there and then, and photograph it before opening. Without that record we cannot support a transit claim.
Count problems outside the 5% run tolerance must be raised at delivery or within the reporting window in the next section.
Returns and refunds
Custom goods are a final sale. Everything we produce carries your branding and cannot be resold, so we do not accept returns, exchanges or refunds for a change of mind, a change in your requirements, a cancelled event, the wrong quantity ordered, or a mistake in artwork you approved. A refund is considered only where the fault is solely ours.
Report a problem within 5 business days of receipt, in writing, with clear photographs. We may also ask for physical samples of the affected items. We cannot accept claims raised after that window.
Keep the goods as they arrived. Affected items should stay in their original packaging and be available for us to inspect or collect. We cannot assess a claim on goods that have already been distributed, used, decorated further or thrown away.
What we will do about a genuine fault. Where a defect is ours, our responsibility is limited to one of two remedies, at our choice: reprinting or replacing the faulty items, or issuing a credit note for their value. We do not cover labour, downtime, event costs, lost sales or any other compensation beyond that.
Part of an order. If only some units are affected, the remedy covers those units and the rest of the invoice stays payable.
Keep paying what is not in dispute. An open claim is not a reason to withhold the undisputed part of an invoice.
Your logo, images and content
You confirm you have the rights. By sending us artwork, you confirm that you own — or hold a valid licence or written permission to use — every logo, trademark, photograph, illustration, font, slogan and piece of text in it, and that printing it infringes nobody’s rights.
You cover us against third-party claims. If a claim, demand, fine, legal action or cost arises from content you supplied — copyright, trademark, design right, licensing, defamation or privacy — you agree to indemnify us and hold us harmless, including our legal costs.
We may decline a job. We will not produce artwork we believe infringes someone’s rights, breaches UAE law, or carries content that is offensive or religiously or politically sensitive. If we stop a job on these grounds after starting it, the costs incurred remain payable.
Our design work stays ours until paid for. Concepts, layouts, dielines, mock-ups and visuals we create remain our intellectual property until the invoice is settled in full. Concepts shown during a pitch that you did not order stay with us and should not be produced elsewhere.
You give us permission to produce. Sending artwork gives us the licence we need to reproduce it for your order, and for the portfolio and sample purposes described next.
Showing your order in our work
We may publish finished work. Unless a non-disclosure agreement has been signed between us, we keep the full right to photograph, film and publish the work we produce for you — including items carrying your logo — on any of our channels: our websites, every social media platform we use, our Google Business Profile, blog, newsletters, catalogues, exhibition displays, presentations and paid advertising.
We may say who the work was for, naming you and showing your logo as a customer. If you would rather we did not, tell us in writing and we will publish the images without identifying you.
We keep duplicate files and samples. Unless an NDA is in place, we may retain copies of design and production files and keep physical samples of what we produced, for reference, quality control, reprints and showing as samples. These are used to demonstrate our own production capability. We do not sell them, license them, or hand them to a third party to use for their own purposes.
Ask us to take something down at any time, in writing, and we will remove it from the channels we control within a reasonable period. Content already reposted or cached elsewhere may stay online beyond our reach.
Sensitive projects. If a project is confidential — an unreleased product, a rebrand, an acquisition gift — sign an NDA with us before sending artwork.
Non-disclosure agreements
Ask any time before you send artwork. We will sign a reasonable mutual NDA at no charge.
What changes once it is signed. The publishing and sample rights in the previous section stop applying to the work it covers. We will not post images of it, will not name you, and will not keep duplicate design files or samples beyond what we need to finish the order and meet our legal and accounting obligations.
An NDA works from its signature date. Anything already published before then is taken down on written request where we control the channel, but we cannot reverse what others have already shared.
What an NDA does not restrict. General production know-how and techniques, and images in which no logo, brand or identifying element is visible. It also does not prevent disclosure required by UAE law or by a competent authority.
Your data. We hold your contact details, delivery addresses and order history to run your orders, in line with the privacy policy on promotional.ae. We share them with suppliers and couriers only as far as fulfilling an order requires.
Our liability, and events outside anyone’s control
Our limit. Whatever the basis of a claim, our total liability for an order is capped at the invoice value of the goods or services the claim concerns.
What we do not cover. Indirect or consequential loss, lost profit or revenue, lost business or contracts, lost savings, damage to goodwill or reputation, wasted event or marketing spend, and claims made against you by anyone else.
Stock you supply to us. If you send your own goods or garments for branding, we will handle them carefully but cannot accept liability for loss, damage, spoilage, shrinkage or discolouration. Please include a spoilage allowance; the branding work is charged on what we process, whatever the yield.
Suitability. We do not warrant that a gift item is fit for any purpose beyond its ordinary one. If goods will be used around food, by children, with electrical equipment, or in a regulated setting, confirming suitability, certification and compliance is on you.
Manufacturer warranties. Items we source from third-party manufacturers carry only the manufacturer’s warranty. We will pass it on; we do not add one of our own.
Force majeure. Neither of us is liable for delay or failure caused by something beyond reasonable control — fire, flood, extreme weather, epidemic, war, civil unrest, government or customs action, import restrictions, port congestion, utility or telecom failure, or a supplier failing for any of these reasons. Obligations pause while the event lasts; amounts already due stay due.
Goods left with us. We will tell you when an order is ready. Storage is free for 14 days from that notice, then chargeable at our prevailing rate. If goods remain uncollected and unpaid more than 90 days after that notice and written reminders go unanswered, we may dispose of them; money already paid is not refunded and any balance remains due.
Nothing here removes liability for death or personal injury caused by negligence, for fraud, or for anything that cannot be limited under UAE law.
Law, disputes and updates
Governing law. These terms are governed by the federal laws of the United Arab Emirates and the laws of the Emirate of Dubai.
Disputes. We will both try to settle any disagreement by discussion first. If that fails, the courts of Dubai have exclusive jurisdiction.
If one clause fails, the rest of these terms continue to apply, and that clause is read as narrowly as it needs to be to remain valid.
Not enforcing something once does not mean we have given up the right to enforce it later.
The whole agreement. These terms, your quote or proforma invoice, and the proof you approved together make up the agreement for that order, and replace anything discussed beforehand.
Subcontracting. We may use subcontractors for part of production. The order remains our responsibility.
Updates. We may revise this page at any time. The version published on promotional.ae when your order is confirmed is the version that governs that order.
Language. If this page is translated, the English version prevails where the two differ.
Getting in touch
For anything on this page — a question, an NDA request, or a problem with an order:
Promotional LLC FZ – 056 867 7461 – info@promotional.ae – promotional.ae – Trade licence no. 937451
Notice line for quotes and proofs — print this on every quotation, proforma invoice and proof:
Approving this quote or proof, or paying against it, confirms that the artwork, quantity, specification and price shown are correct, and accepts the Terms and Conditions published at promotional.ae/terms-and-conditions.
Last updated: 2 October 2026