Refund policy

 

  • Custom Orders Policy

 Product Nature: All items in our store are custom-made and tailored specifically based on the customer’s request, measurements, and selected fabrics verified before purchase.

 Legal Status: In accordance with Kuwait Consumer Protection Law No. 39 of 2014 and its executive regulations, custom-made and tailored items are deemed of a personal nature. The buyer acknowledges inspecting and verifying all specifications prior to confirming the purchase. Consequently, the right to exchange or return is waived once the purchase is completed.

  • Return Exceptions

 Manufacturing Defects: Exceptions are only made in the case of a clear, proven hidden manufacturing defect in tailoring or a complete mismatch in the agreed-upon fabrics.

 Conditions for Return: To accept an exception request, all the following conditions must be met:

1. The defect must be reported and documented within 24 hours only from the time of delivery.

2. The item must be in its original, brand-new condition with all original packaging.

3. The item must not have been worn, washed, or altered in any way (such as shortening or tightening).

4. The defect must not be caused by misuse or incorrect measurements provided by the customer.

  • Order Cancellation

 Cancellation Window: Orders cannot be canceled or modified after 24 hours from the payment time, as production and fabric cutting begin immediately to process your custom piece.

  • Refund Process & Method

 Approval Notice: Once your return request is received and inspected for the reported manufacturing defect, we will send you an email or message to notify you of the approval or rejection of your refund.

 Refund Method: Approved refunds will be processed automatically back to your original method of payment through our payment gateway, MyFatoorah.

 Transaction Time:

1. KNET: Refunds back to KNET cards usually take around 1 to 3 business days to reflect in your bank account.

2. Credit Cards (Visa / Mastercard): Refunds back to credit cards may take 5 to 7 business days, depending on your bank's processing policy.

 Non-Refundable Fees: Please note that original shipping charges and any payment gateway service fees are non-refundable unless the return is due to a complete error from our end.