Last Updated: September 1, 2026

Thank you for supporting Ibtikar and the communities and initiatives connected with our work.

Because many of the products offered through shop.ibtikar.ps may be artisanal, handmade, culturally inspired, limited in quantity, or produced in small batches, we maintain a strict final-sale policy, subject always to mandatory consumer rights under applicable law.

Please read this policy carefully before completing your purchase.

1. General Rule: All Sales Are Final

Except where expressly stated in this Policy or required by applicable law:

ALL SALES ARE FINAL.

We do not accept returns, refunds, or exchanges because of:

• change of mind;
• buyer’s remorse;
• ordering the wrong product, color, design, quantity, or size;
• a product no longer being wanted or needed;
• personal preference;
• minor differences in color, texture, stitching, pattern, dimensions, or appearance that are reasonably associated with handmade or artisanal production;
• differences caused by screen, monitor, lighting, or photographic display;
• delays caused by customs, border procedures, customer unavailability, incorrect addresses, or circumstances outside Ibtikar’s reasonable control, except where applicable law provides otherwise;
• normal wear and tear;
• improper washing, cleaning, storage, handling, or maintenance;
• accidental damage after delivery;
• misuse or use contrary to the product’s intended purpose; or
• a failure to read the product description before purchasing.

Please review the product description, photographs, dimensions, price, quantity, shipping information, and other details carefully before confirming your order.

2. Limited Circumstances in Which a Claim May Be Accepted

Subject to verification and applicable law, Ibtikar will review claims where:

1. the product arrived materially damaged;
2. the product had a genuine manufacturing or production defect existing at the time of delivery;
3. Ibtikar sent a materially different product from the one ordered;
4. an item included in and paid for as part of the order was missing;
5. the product materially does not conform to the characteristics expressly stated in the confirmed order or product listing; or
6. another remedy is required under mandatory applicable consumer law.

A claim is not automatically approved merely because it has been submitted.

Ibtikar is entitled to reasonably investigate and verify the circumstances of a claim before approving a refund, replacement, repair, or other remedy, except to the extent applicable law provides otherwise.

3. Reporting Deadline

For visible shipping damage, an incorrect item, or an obviously missing item, you must notify Ibtikar as soon as reasonably possible and preferably within 48 hours after delivery.

Prompt notification is important because it allows us to verify the condition of the shipment and, where applicable, make a claim with a shipping or fulfillment provider.

Failure to report obvious damage or discrepancies promptly may make verification impossible and may result in rejection of the claim where permitted by law.

The 48-hour reporting request does not eliminate any longer mandatory right that you may have under applicable law concerning a hidden defect, non-conformity, warranty, or other legally protected matter.

4. Evidence Required for a Claim

To protect both customers and Ibtikar against mistakes and fraudulent claims, we may require reasonable supporting evidence.

A claim should include:

• the customer’s full name;
• order number;
• date the order was received;
• identification of the affected product;
• a detailed description of the alleged problem;
• clear photographs showing the entire product;
• close-up photographs clearly showing the alleged damage or defect;
• photographs of the shipping box or external packaging;
• photographs of internal packaging and protective materials;
• photographs of any shipping label where relevant; and
• any other reasonable evidence needed to assess the claim.

For claims involving substantial shipping damage or missing contents, an unboxing video showing the unopened package being opened can provide particularly useful evidence and is strongly encouraged.

Where reasonably necessary, Ibtikar may request:

• additional photographs or video;
• measurements;
• the product’s packaging;
• confirmation from the carrier;
• inspection of the product; or
• return of the product before a final decision is made.

You must not intentionally alter, repair, wash, clean, dismantle, dispose of, or further damage a product before Ibtikar has had a reasonable opportunity to review the claim where doing so would prevent proper verification.

Submitting fabricated, altered, misleading, or fraudulent evidence may result in rejection of a claim and may lead to other action permitted by law.

5. What Counts as Damage or a Defect?

A genuine defect generally means a material problem with a product that:

• existed when the product was supplied;
• materially reduces its intended functionality or quality; or
• causes the product to differ materially from the expressly stated product specifications.

The following will generally not be considered defects:

• slight variations in handmade products;
• small variations in embroidery, stitching, pattern placement, texture, weave, shape, finish, or color;
• variations caused by natural or traditional materials;
• minor dimensional differences that do not materially change the product;
• loose threads or minor cosmetic characteristics ordinarily associated with handcrafted goods, provided they do not materially impair the product;
• characteristics clearly shown or disclosed before purchase;
• damage caused after delivery;
• improper handling;
• misuse;
• neglect;
• accidental damage;
• ordinary aging; or
• normal wear and tear.

Each case will be assessed according to the product’s nature, description, intended use, and the evidence reasonably available.

6. Damage Caused During Shipping

If a package appears significantly damaged when delivered, please photograph the package before opening it whenever reasonably possible.

You should retain:

• the original box or shipping bag;
• all internal packaging;
• shipping labels; and
• the affected product.

We may need these materials to investigate responsibility with the courier or shipping provider.

Where the damage is determined to have occurred before or during delivery and the matter is Ibtikar’s legal responsibility, we will provide the remedy required under this Policy and applicable law.

7. Incorrect Products

If you receive a product materially different from the product stated in your confirmed order, contact us promptly.

You must not use the incorrect product beyond what is reasonably necessary to identify the error.

We may require the incorrect product to be returned before sending a replacement or processing another remedy.

Where the error was ours, reasonable approved return-shipping costs will be borne by Ibtikar where required.

8. Products Are Not Returnable Without Authorization

Do not send any product back to Ibtikar unless you have first received written return authorization from us.

An unauthorized return may be refused, may not be accepted by the receiving location, and does not itself establish a right to a refund.

If a return is authorized, we will provide reasonable instructions concerning where and how it should be returned.

9. Condition of an Authorized Return

Unless the nature of the defect makes this impossible, an authorized returned product should include:

• the original product;
• original components and accessories;
• tags, where applicable;
• original packaging where reasonably available; and
• the return authorization or order information requested by us.

The product should not have been used beyond what was reasonably necessary to identify the alleged defect.

10. Inspection and Review

Receiving a returned product does not automatically mean that a refund or replacement has been approved.

Where permitted by law, Ibtikar may inspect the product and assess:

• whether a defect actually exists;
• whether it existed at delivery;
• whether the product matches the order and product description;
• whether damage was caused by misuse or post-delivery handling;
• whether parts are missing;
• whether the product has been materially altered;
• whether the evidence provided is consistent with the condition of the product; and
• what remedy is appropriate.

We will assess claims reasonably and in good faith.

11. Available Remedies for Approved Claims

Depending on the nature of the issue and applicable law, an approved claim may result in one of the following:

• replacement of the affected product;
• repair, where appropriate;
• refund of the amount legally refundable;
• another remedy agreed with the customer; or
• another remedy required by applicable consumer law.

Where applicable law gives the consumer the right to choose among particular remedies, nothing in this Policy removes that mandatory right.

12. Refund Method

Where a refund is approved or legally required, it will normally be issued to the original payment method where reasonably possible.

Processing times may depend on the payment provider or financial institution.

Where Palestinian law requires reimbursement of a prepaid amount following a qualifying rejection or return, Ibtikar will process the reimbursement within the legally required period.

Shipping costs, customs duties, taxes, banking charges, currency-conversion charges, or similar amounts will be refunded only where required by applicable law or expressly approved by Ibtikar.

13. Return Shipping Costs

Where a return is approved because a product is materially defective, materially non-conforming, incorrectly supplied by Ibtikar, or otherwise falls within a circumstance for which Ibtikar must bear the return cost under applicable law, Ibtikar will bear or reimburse the reasonable approved return-shipping cost as required.

Customers must follow Ibtikar’s return instructions and should not purchase unusually expensive or expedited return shipping without prior authorization unless reasonably necessary.

For any discretionary return that Ibtikar exceptionally agrees to accept despite not being legally required to do so, the customer may be responsible for all return-shipping and related costs.

14. Refused or Unclaimed Deliveries

A customer is responsible for providing a complete and accurate delivery address and for reasonably cooperating with delivery.

A shipment that is:

• refused without a legally valid reason;
• not collected;
• undeliverable because an incorrect or incomplete address was provided; or
• returned because the recipient failed to complete necessary delivery or customs procedures

does not automatically qualify for a refund.

Where such a package is returned to Ibtikar, any discretionary refund will be determined after considering the circumstances and any non-recoverable shipping, handling, customs, carrier, or transaction costs, subject to mandatory law.

15. Customs and Import Charges

For international orders, the customer may be responsible for customs duties, import taxes, clearance charges, brokerage fees, or other destination-country charges unless expressly stated otherwise during checkout.

Refusing a package solely because of customs or import charges does not automatically create a right to a refund.

16. Handmade and Artisanal Products

Many Ibtikar products celebrate Palestinian culture, creativity, craftsmanship, and traditional production.

Handmade and small-batch products are not always identical.

Reasonable differences between individual pieces—including variations in pattern, embroidery, stitching, weaving, finish, positioning, texture, color tone, or dimensions—may be part of the character of the product and generally will not constitute a defect unless the variation causes the product to materially fail to match an expressly agreed specification.

17. Fraudulent or Abusive Claims

Ibtikar reserves the right, where permitted by law, to reject a claim supported by evidence reasonably determined to be:

• fabricated;
• intentionally misleading;
• materially altered;
• inconsistent with order or shipping records; or
• part of fraudulent or abusive activity.

We may also restrict future transactions where we reasonably identify repeated fraud, payment abuse, chargeback abuse, or deliberate misuse of our claims process, subject to applicable law.

This provision is intended to prevent abuse and will not be used to deny a legitimate consumer claim.

18. Chargebacks and Payment Disputes

We encourage customers to contact Ibtikar first if there is a genuine problem with an order so that we can investigate it.

Initiating a payment dispute does not change the underlying facts, applicable law, or terms of the transaction.

We reserve the right to provide the payment provider with relevant order records, delivery confirmation, correspondence, photographs, return-policy information, and other lawful evidence when responding to a payment dispute.

19. Mandatory Consumer Rights

Nothing in this Policy excludes, restricts, or waives any consumer right that cannot legally be excluded or waived.

In particular, where applicable Palestinian law provides a remedy because a product materially fails to conform to the agreed or advertised specifications, is defective under applicable consumer law, or because Ibtikar has failed to perform an obligation for which a statutory remedy applies, those mandatory rights will be respected.

If a provision of this Policy conflicts with a mandatory provision of applicable law, the mandatory provision will prevail to the extent of that conflict.

20. How to Submit a Claim

Send claims to:

Email: [email protected] Telephone: +972 59 875 6808

Please include “Order Claim – [Your Order Number]“ in the email subject line where possible.

Ibtikar may request additional information reasonably necessary to assess the claim.

21. Complaints

If you disagree with the initial assessment of a legitimate product complaint, you may ask us to review the matter again and provide any additional relevant evidence.

We aim to consider genuine complaints fairly while maintaining safeguards against fraudulent or unsupported claims.

22. Contact Information

Ibtikar Jerusalem–Hebron Street Bethlehem, Palestine

Email: [email protected] Telephone: +972 59 875 6808 Website: ibtikar.ps Online Shop: shop.ibtikar.ps