Return and Exchange Policy
Dear customer, you have the right to return a sealed, non-perishable package within 14 days of receipt, and to exchange any damaged or non-conforming product. Because our products are food, opened and perishable items follow special rules set out below.
Last updated: October 2026 · This policy complies with Kuwait’s consumer protection law.
1. Summary of Periods and Entitlements
| Case | Reporting period | What you are entitled to | Who bears the costs |
|---|---|---|---|
| Sealed, non-perishable package (change of mind) | 14 days from receipt | Refund of the product price | Customer |
| Opened or used package | Not returnable | Not applicable | Not applicable |
| Damaged or incorrect product on receipt, or a quality defect | 48 hours from receipt, with a photo | Free exchange or refund | Al Karam |
| Fresh dates, bakery or any perishable product: damage, defect or wrong item | 24 hours from receipt, with a photo | Free exchange or refund | Al Karam |
| Fresh dates, bakery or any perishable product: change of mind | Not returnable | Not applicable | Not applicable |
2. Returns (Sealed Packages)
A return is accepted on these conditions:
- The request is made within 14 days of the receipt date.
- The package is sealed and in its original condition, unopened and unused.
- The product is not perishable and has not expired.
- You report it through customer service and give the order number.
If you return an item because you changed your mind, you bear the delivery and return fees.
3. Non-Returnable Products
The following are not returnable, including but not limited to:
- Opened or used packages, to protect food safety.
- Fresh dates, bakery and other perishable products, in case of a change of mind.
- Coffee ground to order, and boxes and gifts customized with a name, logo or special wrapping.
- Products received more than 14 days ago.
- Products stored wrongly after receipt, against the storage instructions on the package.
4. Exchanges (Damage or Non-Conformity)
Check your order when it arrives. If you find a product that is damaged, spilled, expired or different from what you ordered, tell us within 48 hours of receipt with a clear photo of the product and package, or within 24 hours if it is fresh dates, bakery or another perishable product. We will replace it free of charge or refund its price.
5. How to Submit a Request
- Contact us on WhatsApp +96551005522 and send the order number and the reason.
- Send a photo of the product, the package and the expiry date.
- We review your request, tell you the result, then arrange the exchange or pick-up.
6. Refunds
Refunds go back to the same payment method you used. The refund takes between 1 and 14 days, depending on the payment method and the issuing bank. For orders paid in cash on delivery, customer service will agree with you on a refund method.
7. Offers, Boxes and Free Gifts
The same conditions in this policy apply to offers and boxes. If the order includes a free gift (such as “Buy 2 Get 1 Free” or “Free Coffee”), the full order is returned together with the gift.
8. Cancelling Before Preparation
After payment you may cancel by contacting customer service before we start preparing the order, stating the reason. The refund follows section 6.
Need help?
Our customer service team replies daily from 8 AM to 11 PM.