Return and Exchange Policy
Dear customer, you have the right to return a sealed package in its original condition within 14 days of receipt, and to exchange any defective or damaged product. This policy complies with Kuwait's consumer protection law.
1. Summary of Periods and Entitlements
| Case | Reporting period | What you are entitled to | Who bears the costs |
|---|---|---|---|
| Sealed package in original condition (change of mind) | 14 days from receipt | Refund of the product price | Customer |
| Opened or used package with no defect | Not returnable | Not applicable | Not applicable |
| Manufacturing defect in an opened or used product | 14 days from receipt | Product exchange | Sahaab |
| Damaged, spilled or incorrect product on receipt | 48 hours from receipt, with a photo | Free exchange or refund | Sahaab |
2. Returns (Sealed Packages)
A return is accepted on these conditions:
- The request is made within 14 days of the receipt date.
- The package is sealed and in its original condition, unopened and unused.
- You report it through customer service and give the order number.
If you return an item because you changed your mind, you bear the delivery and return fees.
3. Non-Returnable Products
The following are not returnable, including but not limited to:
- Opened or used packages that have no defect.
- Packages whose seal was removed, or that were damaged by poor storage or use contrary to the product's instructions.
- Products received more than 14 days ago.
4. Exchanges (Defects and Damage)
- Manufacturing defect: if you find a manufacturing defect in an opened or used product, tell us within 14 days of receipt and we will replace it with a similar product.
- Damage or spillage on receipt: check your order when it arrives. If a package is damaged, spilled or different from what you ordered, tell us within 48 hours with a clear photo of the package, and we will replace it free of charge or refund its price.
5. How to Submit a Request
- Contact us on WhatsApp +96599990756 and send the order number and the reason.
- Send a photo of the product and package when needed.
- We review your request, tell you the result, then arrange the pick-up or exchange.
6. Refunds
Refunds go back to the same payment method you used. The refund takes between 1 and 14 days, depending on the payment method and the issuing bank. For orders paid in cash on delivery, customer service will agree with you on a refund method.
7. Bundles and Offers
The same conditions in this policy apply to bundles and offers, with no additional conditions.
8. Cancelling Before Delivery
After payment you may cancel by contacting customer service before the order goes out for delivery, stating the reason. The refund follows section 6.
Need help?
Our customer service team replies daily from 8 AM to 11 PM.