Refund Policy

Cancelling before arrival or production

If you actively cancel your order before your product arrives at our studio (for will-ship orders) or before production starts (for approved-photo orders), you receive a 100% refund.

How refunds are processed

Refunds are returned through the original payment method whenever possible. Processing times depend on the payment provider and the financial institutions involved.

When an order becomes non-refundable

The point after which an order can no longer be refunded depends on its path:

• Will-ship orders become non-refundable once your product's arrival at our studio is confirmed.
• Waived-shipment orders (approved photos, nothing to ship) become non-refundable once production starts.

Products unsuitable for photography

If, after arrival, a product is found to be unsuitable for photography, we refund the order value minus a 150 SAR administrative fee.

Abandoned orders

If an order is left incomplete and is closed by Purple Camel — for example, the brief is never completed, the product is never shipped, or we cannot reach you — the order is refunded minus a 150 SAR administrative fee. This passive-abandonment fee is distinct from an active cancellation, which is refunded in full per the section above.

If your product has already arrived

If your product has arrived but your brief is still missing and we are unable to reach you, we first attempt to contact you personally, and the matter is escalated to a manager before any financial resolution. The 150 SAR administrative fee is never applied automatically to an order whose product we are physically holding.

Requesting a refund

To request a cancellation or refund, contact us using the WhatsApp link in the footer or reply to your order confirmation email, quoting your order reference. Where a refund is processed, payment-processing fees may be retained by the payment provider.