Client-Supplied Items Policy

At Dream With Reem, we welcome customers who wish to personalise their own clothing, accessories and other belongings through our embroidery, printing and engraving services.

We take great care with every item entrusted to us. However, customising an existing product involves certain risks, particularly when its materials, construction or previous treatment are outside our control.

This policy explains how we assess, handle and customise client-supplied items.

1. Suitability & Acceptance

All client-supplied items are subject to assessment before customisation.

While we make every effort to accommodate requests, not every material, finish or product construction is suitable for embroidery, printing or engraving.

We reserve the right to decline an item, recommend an alternative method or suspend work if we identify concerns about its suitability.

Acceptance of an item does not constitute a guarantee that it can be customised without risk.

2. Inherent Customisation Risks

Customisation processes involve machinery, heat, pressure, needles, adhesives, lasers and other techniques that may affect the original item.

Depending on the material and construction, potential risks include:

• Fabric stretching, puckering, distortion or tearing during embroidery.

• Heat marks, discolouration, adhesive reactions or surface changes during printing.

• Variations in engraving depth, colour, contrast or finish.

• Marks or changes caused by hoops, frames, clamps or other production equipment.

• Unexpected reactions involving coatings, treatments, linings, adhesives or delicate materials.

We use reasonable care and professional judgement to minimise these risks. However, some material reactions cannot be reliably predicted or eliminated.

3. Customer Responsibilities

Customers are responsible for providing items that are suitable for the requested customisation and for disclosing any relevant information about their materials, condition or construction.

This includes known defects, previous repairs, alterations, special coatings, delicate finishes and manufacturer care restrictions.

Customers should also consider whether an item is particularly valuable, sentimental or difficult to replace before submitting it for customisation.

Where material specifications are unavailable or uncertain, we may recommend an alternative approach or decline the work.

4. Existing Condition

Client-supplied items may contain existing wear, weaknesses or defects that are not immediately visible.

Dream is not responsible for pre-existing damage or deterioration that is unrelated to our work.

Where an existing condition contributes to damage during customisation, responsibility will be assessed according to the circumstances, including whether Dream exercised reasonable care and whether the risk could reasonably have been identified.

5. Damage During Customisation

We take reasonable precautions when handling and customising customer-owned items.

If an item is damaged during production, we will assess the circumstances, including the item's material, condition, the agreed customisation method and whether the damage resulted from an inherent material risk or an error attributable to Dream.

Where Dream is responsible, we will work with the customer toward an appropriate resolution, which may include repair, replacement or compensation as required by applicable law.

The original purchase price of an item does not automatically determine the compensation payable in every circumstance. Any resolution will take account of the relevant facts and applicable legal requirements.

6. Liability for Client-Supplied Items

Our standard proposed liability limit for damage to an individual client-supplied item is AED 500 per affected item, but only where such a limitation is legally permitted and validly agreed.

This limit does not apply where liability cannot lawfully be restricted, including any mandatory consumer rights or compensation entitlements under applicable UAE law.

Any damage claim will be assessed individually according to the circumstances and our legal obligations.

7. Luxury, High-Value & Irreplaceable Items

Luxury goods, designer accessories, expensive garments, watches, sentimental belongings and irreplaceable items require particular consideration.

We assess these requests individually and may decline them, recommend alternative methods or propose different pricing and handling arrangements based on the complexity and risk involved.

Customers must inform us before order confirmation if an item is particularly valuable, rare, sentimental or difficult to replace.

Acceptance of a high-value item does not mean Dream guarantees its original condition can be preserved without any risk. Any special terms must be expressly agreed before work begins and remain subject to applicable law.

8. Suspension or Cancellation of Work

If we discover that an item is unsuitable for the requested customisation, we may pause the project and contact the customer to discuss the available options.

If we determine that the work cannot reasonably proceed, we may decline to continue.

Any applicable refund or adjustment will be handled in accordance with our Returns & Refunds Policy and UAE consumer protection law.

9. Reporting a Concern

If you have concerns about a client-supplied item following customisation, please contact us as soon as reasonably possible via WhatsApp with your order details and clear photographs where available.

We will review the circumstances personally and work toward an appropriate resolution.

Nothing in this policy excludes or limits rights or remedies that cannot lawfully be excluded under applicable UAE law.

Dream With Reem
Operated by DREAM WITH REEM PORTAL
Town Square Community Center, Dubai, United Arab Emirates