General Notes

  • The policy varies depending on the type of sale: online
  • All refunds will be processed using the original payment method or in cash, or can be exchanged for a purchase voucher at the customer’s request.
  • Products must be returned in their original packaging with all accessories included, and securely packed to protect the product during transportation.
  • Transportation and return costs will be covered by the company only in cases of manufacturing defects. For any other reason, the customer bears the cost.
  • The policy complies with Kuwait’s commercial and consumer protection laws.
  • Customers are only permitted to test products with hot water, which is the sole acceptable method of testing before initiating a return.

Contact Channels:
Customers may submit return or exchange requests through any of the following:

  1. The company’s official email address
  2. The online form on the company’s website
  3. Direct phone contact with sales representatives
  4. The WhatsApp number dedicated to customer service

Return and Exchange Periods 

  • All direct and online sales: within 14 days of receipt for any reason.
  • Manufacturing defects: within 15 days of receipt.
  • The product must be in its original condition, unused, undamaged, and in its complete original packaging with all accessories.
  • The purchase invoice, order number, and photos of the product must be presented.
  • Transportation responsibility: The customer is responsible for any damage during return shipping unless the issue is a manufacturing defect.
  • Shipping fees: The company covers transportation costs for manufacturing defects; otherwise, the customer bears the cost.
  • In case of return or exchange: The product will be replaced. If the item is unavailable, the customer may choose between another product, a refund, or a purchase voucher.
  • Refund period: Refunds are issued within 7–10 business days after product inspection.
  • Partial exchange policy: For partial returns or exchanges (e.g., one item from a set), the refund or price difference will be calculated based on the value of the returned product.
  • Exceptions: Perishable or consumable products, or products intentionally misused to simulate a defect, are not eligible for return.

 

General Provisions 

  1. The company reserves the right to reject any return or exchange request that does not meet the stated conditions.
  2. Any disputes shall be referred to the Consumer Protection Authority in Kuwait for resolution.
  3. Submitting a return or exchange request constitutes explicit acceptance of this policy and its terms.
  4. This policy forms an integral part of the sales contract.
  5. In the event of any conflict between this policy and local laws, the provisions offering greater consumer protection shall apply.