Refund & Return Policy
Last Updated: August 11, 2026
Thank you for shopping with us. We are committed to providing quality textile fabrics and related products to our customers in the State of Kuwait. This Refund & Return Policy explains the conditions and procedures applicable to returns, exchanges, cancellations, and refunds for purchases made through our website.
1. Return and Exchange Rights
Subject to applicable laws and regulations of the State of Kuwait, customers may have the right to request the return or replacement of eligible products within 14 days from the date of purchase or receipt, as applicable, provided the applicable legal conditions are satisfied.
- The product should be in its original condition and suitable for return.
- The product should be unused, unwashed, uncut, and unaltered where applicable.
- The original packaging, tags, labels, accessories, and purchase documentation should be retained where reasonably applicable.
- Proof of purchase or the relevant order information may be required.
Nothing in this policy is intended to restrict or remove any mandatory consumer right or remedy available under the applicable laws and regulations of the State of Kuwait.
2. Textile and Fabric Products
Because textile fabrics are often sold by length or quantity and may be prepared specifically according to a customer's instructions, special conditions may apply to fabrics that have been cut, altered, stitched, washed, used, or otherwise modified after purchase.
- Uncut and unused fabric should generally be returned in its original condition.
- Fabric that has been cut to a customer's requested length may not be eligible for return where applicable law permits such an exception.
- Custom-made, personalised, altered, stitched, or specially prepared products may be non-returnable where permitted by applicable law.
- Any applicable return restriction for customised or specially prepared products will be communicated to the customer before or at the time of purchase where reasonably applicable.
These conditions do not affect any statutory rights relating to defective, faulty, misdescribed, or incorrectly supplied products.
3. Non-Returnable or Restricted Items
Subject to mandatory consumer rights under applicable Kuwaiti law, the following products may not be eligible for return or exchange:
- Fabric that has been cut, stitched, altered, washed, used, or otherwise modified at the customer's request.
- Customised, personalised, or specially prepared products where a lawful exception applies.
- Products damaged after delivery through misuse, improper handling, washing, cutting, stitching, or alteration by the customer.
- Products that cannot reasonably be resold because of their condition after delivery, where permitted by applicable law.
Discounted, promotional, clearance, or sale products may be subject to specific conditions disclosed at the time of purchase. However, such conditions do not remove any mandatory legal remedy available for a defective, incorrect, or misdescribed product.
4. Damaged, Defective, or Incorrect Products
If you receive a product that is damaged, defective, materially different from the product ordered, or incorrectly supplied, please contact us as soon as reasonably possible after delivery.
To help us investigate the issue, we may request:
- Your Order Number
- Clear photos or videos of the product
- Photos of the packaging and shipping label
- A description of the problem
After reviewing the issue, we may arrange an appropriate remedy, which may include replacement, repair where applicable, refund, or another remedy available under applicable Kuwaiti law.
5. Return Request Procedure
To request a return or exchange, please contact our customer support team using the contact details provided on our website and provide your order number and the reason for the request.
We may provide return instructions or arrange collection through our delivery partner where applicable. Customers should not send products to an address not authorised by us, as this may delay the processing of the return.
6. Inspection of Returned Products
Returned products may be inspected after receipt to verify their condition, order details, and eligibility for return or exchange.
If the product does not satisfy the applicable return conditions, we may contact the customer to explain the reason. Where a return is not accepted because the product has been used, cut, altered, washed, damaged, or otherwise made ineligible for return, the product may be returned to the customer where appropriate.
7. Refund Policy
Once an eligible returned product has been received and inspected, we will process the applicable refund in accordance with this policy and applicable laws and regulations of the State of Kuwait.
- Approved refunds will normally be initiated within 5–7 business days after approval.
- Refunds will generally be made using the original payment method where reasonably possible.
- The time required for the refund to appear in your account may depend on the bank, card issuer, payment gateway, or other payment provider.
- For Cash on Delivery orders, we may request appropriate bank or payment information to process the refund.
Where applicable law requires a refund within a particular period or requires a particular refund method, the applicable legal requirement will take precedence.
8. Exchange Policy
Eligible products may be exchanged where permitted by applicable law and subject to product availability.
If the requested replacement product is unavailable, we may offer another appropriate remedy, including a refund where applicable.
9. Cancellation Policy
Customers may request cancellation of an order before it has been dispatched by contacting our customer support team as soon as possible.
Once an order has been dispatched, cancellation may no longer be possible through our normal order-processing system. In such cases, any applicable cancellation, return, or withdrawal rights will be handled in accordance with applicable Kuwaiti law and this policy.
10. Return Shipping Charges
- If the return is required because we supplied the wrong product or the product is defective or damaged, we will arrange or bear the applicable return delivery cost where required.
- For other eligible returns, any applicable return delivery charges will be handled according to the applicable terms disclosed at the time of purchase and applicable law.
- Where a return is not accepted because the product has been used, cut, altered, or damaged by the customer, any applicable delivery costs may be the customer's responsibility.
11. Refunds for Orders with Promotional or Free Delivery
Where an order qualified for free or discounted delivery as part of a promotion, the treatment of delivery charges following a return or cancellation will depend on the reason for the return, the promotional terms, and applicable Kuwaiti law.
Where a refund is required by law because of a defective, incorrect, or otherwise non-conforming product, the customer's mandatory legal rights will take precedence over any promotional terms.
12. Customer Responsibility
Customers should inspect textile products promptly after delivery and before cutting, washing, stitching, altering, or otherwise using the product.
Once fabric has been cut, washed, stitched, altered, or otherwise modified, it may no longer be possible to return it, except where a statutory right or remedy applies.
13. Consumer Rights
This Refund & Return Policy is intended to operate in accordance with the applicable consumer protection and digital commerce requirements of the State of Kuwait. Nothing in this policy is intended to limit, exclude, or waive a consumer right that cannot legally be limited, excluded, or waived.
If there is a conflict between this policy and a mandatory requirement of applicable Kuwaiti law, the mandatory legal requirement will prevail.
14. Contact Us
If you have questions about a return, exchange, cancellation, damaged product, defective product, or refund, please contact our customer support team using the contact details provided on our website.