Return, Exchange & Refund Policy

1. Returns & Exchanges

Customers may request a return or exchange within 14 days from the purchase date stated on the invoice, subject to the applicable consumer protection laws and regulations.

Where applicable, the following conditions must be met:

• The product must be in its original condition.
• The product must not have been used in a way that affects its original condition.
• The original invoice or valid proof of purchase must be provided.
• The product should be returned with its original accessories and contents whenever possible.
• The product must not have been damaged, broken, misused, or altered by the customer.

2. Electronic Products

Due to the nature of certain electronic products, specific products may be subject to additional conditions where the packaging has been opened, the product has been activated, or the product has been used.

Such products will be handled in accordance with applicable laws and regulations and based on the nature and condition of the product at the time the return or exchange request is submitted.

Nothing in this policy limits any consumer right provided by law, particularly where a product is defective or does not match the agreed or advertised specifications.

3. Defective Products

If a product is received with a manufacturing defect or does not match the advertised or agreed specifications, customers should contact customer service as soon as the issue is discovered.

The company will inspect the product and determine the appropriate action based on the nature of the defect, warranty terms, and applicable laws. This may include repair, replacement, or refund depending on the case.

4. Incorrectly Delivered Products

If a customer receives a product different from the product ordered, the customer should contact the company as soon as possible. The company will take the appropriate steps to correct the issue, including replacement where applicable.

5. Refunds

Where a refund is approved, the amount will be refunded through the appropriate method based on the original payment method, payment provider procedures, banking procedures, and applicable regulations.

The time required for the refunded amount to appear in the customer's account may vary depending on the bank or payment service provider.

6. Order Cancellation

Customers may contact the company to request cancellation of an order before shipment has been completed. Cancellation requests will be handled according to the order status at the time the request is received.

If the order has already been shipped, the cancellation may be subject to the applicable return and collection procedures.

7. Shipping Costs

Responsibility for shipping costs related to a return or exchange will be determined based on the reason for the return, the condition of the product, and the applicable laws and regulations.

8. How to Request a Return or Exchange

Customers may contact Al-Aaly through the customer service channels listed on the website and provide the order or invoice number together with the reason for the return or exchange request.

The company reserves the right to inspect the product before completing any return or exchange process.

9. Consumer Rights

This policy is not intended to limit or waive any consumer right provided under Kuwaiti law. Where any provision of this policy conflicts with a mandatory legal provision, the applicable law shall prevail.

Al-Aaly is committed to complying with the regulations and decisions issued by the competent authorities in the State of Kuwait.