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Refund policy
At AHALI, we aim to provide our customers with quality products and a reliable shopping experience. This Return & Exchange Policy is designed in accordance with applicable consumer protection laws and regulations in the State of Kuwait. Nothing in this policy is intended to limit or exclude any mandatory rights granted to consumers by law.
1. Return & Exchange Period
Customers may request a return or exchange of an eligible product within 14 days from the actual date the order is received, subject to the conditions stated in this policy and any applicable legal requirements.
The delivery or receipt date recorded through AHALI's delivery system, courier records, or customer acknowledgment may be used to confirm the start of the applicable return or exchange period.
2. Conditions for Return or Exchange
To facilitate a return or exchange, customers should provide the original invoice, electronic receipt, order confirmation, or other acceptable proof of purchase.
Unless the product is defective, damaged, incorrect, or otherwise covered by mandatory consumer rights, returned items should generally:
- Be unused and in their original condition;
- Include the original packaging, labels, tags, accessories, and accompanying materials;
- Be reasonably suitable for resale; and
- Not have been damaged, altered, or misused after delivery.
These conditions will be applied only to the extent permitted under applicable Kuwait law and will not affect a customer's statutory rights regarding defective or non-conforming products.
3. Defective, Damaged, or Incorrect Products
If a customer receives a product that is defective, damaged upon receipt, different from the item ordered, or does not conform to the agreed specifications, the customer should contact AHALI as soon as reasonably possible.
After verification, AHALI will provide the appropriate remedy in accordance with applicable law, which may include replacement, exchange, repair, or refund, depending on the nature of the product and the circumstances of the case.
Customers are encouraged to provide photographs or other supporting information when reporting damaged or incorrect products to help AHALI process the request efficiently. This requirement will not be used to deny any mandatory consumer right where other reasonable evidence is available.
4. Products That May Not Be Eligible for Return or Exchange
Certain products may be excluded from return or exchange where such exclusions are expressly permitted under applicable Kuwait law. This may include products that have been:
- Used, damaged, or altered by the customer;
- Customized, personalized, or specially prepared at the customer's request;
- Removed from sealed packaging where return is restricted for health, hygiene, or safety reasons; or
- Otherwise legally excluded from return or exchange.
Any exclusion will be applied only where permitted by applicable law. Defective, damaged, incorrectly supplied, or non-conforming products will remain subject to the consumer protections required by law.
5. Change-of-Mind Returns
Where a return is requested due to a change of mind, incorrect personal selection, or another reason not related to a defect or error by AHALI, the return will be subject to the eligibility requirements of this policy and applicable Kuwait law.
The customer may be responsible for any applicable return collection or delivery costs where legally permitted and clearly communicated. AHALI will not impose charges that unlawfully restrict a customer's mandatory right to return or exchange a product.
6. Refunds
Once a returned product has been received and verified, any approved refund will be processed in accordance with applicable law and AHALI's payment procedures.
Where reasonably possible, refunds will be made using the original payment method. Processing times may vary depending on the payment provider, bank, or financial institution.
Any mandatory refund rights available to the customer under Kuwait law will take priority over AHALI's internal procedures.
7. Exchange of Products
Approved exchanges are subject to product availability. If the requested replacement is unavailable, AHALI may offer an alternative product, store credit, or refund, as appropriate and subject to the customer's rights under applicable law.
If the replacement product has a different price, any price difference will be handled in accordance with AHALI's applicable procedures and legal requirements.
8. Return & Exchange Procedure
To request a return or exchange, customers should contact AHALI Customer Service and provide their order number, proof of purchase, the product concerned, and the reason for the request.
AHALI may review the returned product before completing the return, exchange, or refund. This review is intended to confirm the condition of the product and the appropriate resolution and will not override any mandatory rights available to consumers under applicable law.
9. Promotional, Discounted & Bundled Items
Products purchased during promotions or at discounted prices remain subject to applicable consumer protection laws.
Where products are sold as part of a bundle, package, or promotional offer, the return of one or more items may affect the promotional price or benefit originally applied, where legally permitted.
10. Policy Updates & Applicable Law
AHALI reserves the right to update this Return & Exchange Policy to reflect changes in its operations or applicable laws and regulations.
Any updated policy will not reduce rights that have already arisen under a completed transaction where such rights are protected by law.
This policy is governed by the applicable laws and regulations of the State of Kuwait. In the event of any inconsistency between this policy and a mandatory provision of Kuwait law, the applicable law shall prevail.