Return & Exchange Policy

At Ajr & Afiah Store, we are committed to providing a clear and reliable shopping experience. We apply our Return & Exchange Policy in accordance with the applicable laws and regulations of the State of Kuwait.

1. Return or Exchange Request Period

Customers may contact Customer Service to request a return or exchange within 7 days from the date of receiving the order, unless a different condition or exception applies according to applicable regulations or the nature of the product.

2. Conditions for Accepting a Return or Exchange

Depending on the nature of the case and the product, the following conditions may apply:

• The product must be in its original condition.
• The product must be unused or unconsumed.
• The original packaging and labels should remain intact whenever possible.
• The product must not have been damaged due to misuse or improper storage after delivery.

3. Opened or Used Products

Due to the nature of certain herbal and consumable products, returns or exchanges may not be accepted after the product has been opened or used, where permitted by applicable regulations. This is to protect the safety and quality of the products.

If there is a defect in the product or an error caused by the store, please contact us immediately so we can review the case and take the appropriate action.

4. Incorrect or Damaged Products

If the customer receives a product different from the one ordered, or if the product arrives in an unacceptable condition due to an error by the store, please contact Customer Service and provide clear photos of the product and packaging when requested. The case will then be reviewed and processed accordingly.

5. Partial Returns

Customers may request a return or exchange for part of an order, depending on the condition of the products and the applicable terms.

6. Shipping Fees

If the return or exchange is due to an error by the store, an incorrect product being delivered, or a verified product issue, the store will bear the applicable shipping costs related to processing the return or exchange, depending on the case.

If the return or exchange is requested due to the customer's preference, and the product meets the return conditions, the customer may be responsible for the shipping costs associated with the return or exchange, depending on the case.

7. Incorrect Address or Failure to Receive the Shipment

The customer is responsible for ensuring that all delivery information entered when placing the order is correct and accurate.

If delivery cannot be completed due to incorrect or incomplete information, or if the shipment is not received within the period specified by the shipping company, additional return or reshipping fees may apply, depending on the circumstances.

8. Temperature-Sensitive Products

For products that require special transportation or storage conditions, the appropriate shipping and storage instructions will be provided on the product page or during checkout.

Customers are required to receive the shipment as soon as possible after being notified of its arrival and to follow the storage instructions provided with the product.

9. How to Submit a Return or Exchange Request

To request a return or exchange, please contact Customer Service via WhatsApp:

WhatsApp & Customer Service: 99384261

Customers are encouraged to provide the order number and product photos when required to help speed up the processing of the request.

10. Refund Processing

If the return is approved, the eligible amount will be refunded according to the original payment method and the available procedures. The time required for the refunded amount to appear in the customer's account may vary depending on the bank or payment service provider.

11. Customer Rights

This policy does not intend to restrict any rights granted to the customer under the applicable laws and regulations of the State of Kuwait.