Returns & Refunds

LAST UPDATED: SEPTEMBER 2024

Our Return and Exchange Policy adheres to the laws and regulations applicable in the State of Kuwait and aims to guarantee consumer rights in accordance with the provisions of the Kuwaiti Ministry of Commerce and Industry.

1. General Return and Exchange Conditions

We allow the return or exchange of goods within a specified period, subject to the following conditions:

Allowed Period:
Return or exchange requests must be submitted within 14 days from the date of receiving the order. After this period, we unfortunately cannot offer a refund or exchange.
Product Condition:
The product must be unused and in its exact original condition upon receipt.
Attachments:
The product must be accompanied by:
- Original packaging
- All accessories
- Purchase receipt or proof of payment (invoice)

2. Covered Return and Exchange Cases

The customer has the right to request a return or exchange within the allowed 14-day period. Reasons for return are not limited to manufacturing defects only.

2.1 Return Due to Change of Mind, Size, or Color

The customer may request a return or exchange for any reason, provided that:

The product is unused and in its original condition
All accessories, original packaging, and the invoice are included

2.2 Return Due to Defects or Damages (Company Responsibility)

We are committed to replacing or refunding products in the following cases:

Presence of a manufacturing defect or damage
The product does not conform to the specifications or intended purpose

Company Obligations Upon Approval:

A full refund of the paid amount will be processed
or
The product will be exchanged, with settlement of any price difference if applicable

Note:
The company bears no responsibility after the expiration of the 14-day return/exchange period.

3. Shipping Fees & Refund Policy

3.1 Local Delivery Fees (Within the State of Kuwait)

Delivery fees within the State of Kuwait are non-refundable once the order has been delivered.
However, no return or exchange delivery fee will be charged for the first return or exchange request for the same order( if applicable), provided that the request complies with the return conditions.
Any approved refund will cover the product value only, excluding local delivery fees.

Exception – Company Error or Defective Product:
If the return is approved due to a manufacturing defect, damage, or company error, a full refund will be issued, including:

Product value
Local delivery fee

3.2 International Orders & Shipping Fees

International shipping fees are non-refundable once the order has been shipped.
This includes (but is not limited to):
- International courier charges
- Customs, duties, and clearance fees
The customer is fully responsible for all return shipping costs from the international destination to the company’s designated return address.
Return address details or a return shipping label (if applicable) will be provided to the customer after the return request has been submitted, reviewed, and approved.
- For return or cancellation request method, please refer to section 5.

Refund Calculation for International Orders:
Approved refunds will be processed after deducting all international shipping and related charges, if applicable.

Exception – Company Error or Defective Product:
If the return is approved due to a manufacturing defect, damage, or incorrect item shipped by the company, a full refund will be issued, including:

Product value
Local or international shipping fees (as applicable)

4. Order Cancellation Policy (Before Delivery or Shipment)

4.1 Orders Within the State of Kuwait

Customers may request to cancel an order provided that:

The order has not been delivered

If cancellation is approved:

A full refund of the product value will be issued
Delivery fees within Kuwait

4.2 International Orders

International orders can only be cancelled before shipment.
Once the order is shipped, dispatched, or handed over to the courier, cancellation is no longer possible and the order will fall under the Returns & Refunds Policy.

If cancellation is approved before shipment:

A full refund will be issued, including:
- Product value
- Any international shipping fees paid

4.3 Cancellation Request Method

Cancellation requests must be submitted immediately via:

WhatsApp: (+965) 66279872
Email: service@eoutletkw.com

5. How to Submit a Return, cancellation, or Exchange Request

A. Via the Website

Go to the “Returns & Exchange” section in the main menu
Select the order you wish to return and click “Return Product”
Choose the items and specify the reason for return or exchange

B. Direct Contact

WhatsApp: (+965) 66279872
Email: service@eoutletkw.com

6. Refund Processing

Inspection & Receipt:
Returned products are inspected upon receipt to ensure compliance with return conditions.
Approval Notification:
You will be notified by email regarding approval or rejection.
Refund Method:
Approved refunds are issued to the original payment method via MyFatoorah or another suitable payment gateway.

The refund process is carried out within a period ranging from 7 to 14 business days, depending on the payment provider and the issuing bank.

In Case of Rejection

If the returned product does not meet the return conditions, the return request will be rejected and no refund will be issued.
- The product will be returned to the customer subject to additional delivery or re-shipping fees (if applicable).
- The customer is fully responsible for paying all applicable delivery or re-shipping fees before the item is re-delivered.
- If the customer refuses or fails to pay the required delivery fees, the product will not be re-delivered.
- The company will hold the item for a maximum period of 180 days from the date the customer is notified of the rejection.
- During this period, the company will make reasonable efforts to notify and contact the customer using the contact details provided at the time of purchase.
- If the customer does not arrange re-delivery and pay the required fees within 180 days, the company reserves the right, in accordance with applicable laws in the State of Kuwait, to dispose of, liquidate, or otherwise handle the item, without any refund or further liability.

Delay in Receiving Refund

If you have not received your refund:

Check your bank account again
Contact your credit card provider
Contact your bank for processing delays

If the issue persists, please contact us via WhatsApp or email.

7. General Provisions

Policy Modification:
The company reserves the right to amend this policy at any time without prior notice, in compliance with Kuwaiti laws.
Shipping Policy:
For more information, please review our Shipping Policy.