Refund & Return Policy

Introduction

Welcome to Qandeel International. We are committed to providing quality textile fabrics and a reliable shopping experience for 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.

This policy is intended to operate in accordance with applicable consumer protection and digital commerce requirements in the State of Kuwait. Nothing in this policy is intended to restrict any mandatory consumer right that cannot legally be excluded.

Return Eligibility

Subject to applicable Kuwaiti laws and regulations, eligible products may generally be returned or exchanged within 14 days from the applicable date of purchase or receipt, provided the required conditions are satisfied. The product should remain in its original condition.

• ✔ The product should be unused and in its original condition.
• ✔ Fabric should not have been cut, washed, stitched, altered, or otherwise modified.
• ✔ Original packaging, labels, tags, and accessories should be retained where applicable.
• ✔ Proof of purchase, invoice, or order information may be required.
• ✔ The product must satisfy any applicable legal requirements for return or exchange.

Fabric & Customised Products

Because textile fabrics may be sold by length and may be prepared according to a customer's specific requirements, certain products may be subject to lawful return restrictions.

• ✔ Fabric cut according to a customer's requested length may be restricted from return where a lawful exception applies.
• ✔ Customised, personalised, stitched, altered, or made-to-order products may be non-returnable where permitted by applicable law.
• ✔ Fabric that has been washed, used, cut, dyed, stitched, or otherwise altered after delivery may not be eligible for return where applicable.

These conditions do not affect applicable legal rights relating to products that are defective, damaged, incorrectly supplied, or materially different from the product ordered.

Non-Returnable or Restricted Items

• ✔ Cut fabrics or fabrics specially prepared according to customer instructions, where a lawful exception applies.
• ✔ Customised, personalised, or made-to-order products where permitted by applicable law.
• ✔ Products that have been washed, used, altered, stitched, or damaged after delivery by the customer.
• ✔ Products that are not returned in the required original condition where the applicable return conditions are not satisfied.

Clearance, promotional, or discounted products may have specific conditions disclosed at the time of purchase. Such conditions do not remove mandatory consumer rights relating to defective, incorrect, or non-conforming products.

How to Request a Return

To request a return or exchange, please contact our customer support team through our Contact Us page or the contact details provided on our website. Please include your order number and the reason for your return request.

We may request photographs or videos of the product and packaging to help us assess the request. Please do not send a product to an unauthorised return address.

Damaged, Defective or Incorrect Products

If you receive a damaged, defective, or incorrect product, please contact us as soon as reasonably possible after delivery.

• ✔ Order Number
• ✔ Clear photographs or videos of the product
• ✔ Photographs of the packaging and shipping label
• ✔ Description of the issue

After reviewing the issue, we may arrange an appropriate remedy, which may include a replacement, exchange, refund, or another remedy available under applicable Kuwaiti law.

Refund Process

Once an eligible returned product has been received and inspected, we will notify you of the applicable return or refund decision.

Approved refunds will normally be initiated within 5–10 business days after approval and will generally be made through the original payment method where reasonably possible.

The time required for the refund to appear in your bank or payment account may depend on your bank, card issuer, payment gateway, or other payment service provider.

Exchange Policy

Eligible products may be exchanged where permitted by applicable law and subject to availability of the requested replacement product.

If the replacement product is unavailable, we may provide another appropriate remedy, including a refund where applicable.

Order Cancellation

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. Any applicable cancellation, return, or withdrawal rights will be handled in accordance with applicable Kuwaiti law.

Return Shipping Costs

• ✔ If the return is required because we supplied an incorrect product, or the product is defective or damaged, we will arrange or bear the applicable return delivery cost where required.
• ✔ For other eligible returns, applicable return delivery charges will be handled according to the terms disclosed at the time of purchase and applicable law.
• ✔ Where a return is rejected because the product has been used, cut, altered, or damaged by the customer, applicable delivery costs may be the customer's responsibility.

Product Inspection

Customers should inspect fabric and textile products promptly after delivery and before cutting, washing, stitching, dyeing, altering, or otherwise using the product.

Once fabric has been cut, washed, stitched, altered, or otherwise modified, it may no longer be eligible for return where a lawful restriction applies.

Consumer Rights

Our Refund & Return Policy is intended to operate alongside the applicable consumer protection requirements of the State of Kuwait. The Kuwait Ministry of Commerce and Industry states that consumers generally have a right to replace or return eligible goods within 14 days from the purchase date shown on the invoice, provided the applicable conditions are satisfied and the goods remain in their original condition.

If applicable law provides a consumer with a greater or different right than this policy, the applicable legal requirement will prevail.

Need Assistance?

If you have any questions regarding returns, exchanges, cancellations, damaged products, or refunds, please contact our customer support team through our Contact Us page or the support details provided on our website. We will be happy to assist you.