Returns & Refunds Policy

1. INTRODUCTION

This Returns & Refunds Policy (“Policy”) governs the return, exchange, and refund of products purchased through the Al Sharhan Industries eCommerce Website (“alsharhankw.com”).

By placing an order, the Customer acknowledges and agrees to this Policy.

This Policy is intended to comply with applicable consumer protection laws in the State of Kuwait and, where applicable, the mandatory consumer protection laws of the country of delivery.

2. GOVERNING CONSUMER RIGHTS

Nothing in this Policy shall be interpreted as limiting any non-excludable statutory rights granted to consumers under the applicable laws of the jurisdiction in which the product is delivered.

Where local law provides the Customer with additional or different rights, such rights shall prevail to the extent required by law.

The Company is committed to handling returns and refunds fairly, transparently, and in accordance with applicable consumer protection standards.

3. GENERAL RETURN ELIGIBILITY PERIOD

Subject to the conditions set out in this Policy, Customers may request the return of eligible products within fourteen (14) calendar days from the date of delivery.

This return window is applied as the Company’s standard commercial policy across all markets, unless a longer mandatory statutory period applies under local law.

4. CONDITIONS FOR ACCEPTABLE RETURNS

We are committed to providing high-quality Products. However, there may be occasions where Customers wish to return or exchange Products. Returns and exchanges shall be accepted subject to the following conditions:

• Be unused, unopened, and in original condition
• Be returned in original packaging
• Include all accessories, labels, and accompanying materials (if applicable)

4.1 NON-RETURNABLE PRODUCTS

The following products may not be eligible for return or exchange unless defective or non-compliant with applicable specifications:

• Customized or made-to-order products
• Opened or used consumable items
• Products damaged due to misuse, negligence, or improper storage
• Products not suitable for resale
• Industrial, technical, or chemical
• products that require special handling
• Products with missing original packaging or accessories

Products that have been installed, integrated, used in industrial, technical, or commercial operations, or otherwise altered from their original condition, shall not be eligible for return or exchange unless defective or required by applicable law.

The Company reserves the right to inspect returned products and determine, at its reasonable discretion, whether these conditions have been met.

Returns that do not meet these conditions may be rejected or subject to partial refund adjustments.

5. DEFECTIVE, DAMAGED, OR INCORRECT PRODUCTS

Where a product is delivered:

• Defective
• Damaged upon receipt
• Incorrect or not in accordance with the order

the Customer must notify the Company within 24–48 hours of delivery.

In such cases, the Company shall:

• Arrange return collection at no cost to the Customer
• Offer, at its discretion:
• A replacement product; or
• A full refund of the purchase price
• Bear all reasonable return and re-delivery costs

This clause does not affect any mandatory statutory rights applicable in the country of delivery.

6. CHANGE OF MIND RETURNS

Where a Customer requests a return for reasons other than defect, damage, or error (including change of mind or incorrect selection):

• The request must be submitted within fourteen (14) days of delivery
• The product must comply with the eligibility conditions outlined in Section 4

6.1 Return Logistics and Costs

For change-of-mind returns:

• The Customer shall bear the cost of return shipment; or
• A return collection fee may be applied if arranged through the Company’s logistics partners

6.2 Refund Adjustments

Where applicable, return shipping or collection costs may be deducted from the refund amount.

7. RETURN AUTHORISATION PROCESS

All returns must be pre-approved by the Company.

To initiate a return, the Customer must:

• Contact customer service via official channels
• Provide order details and reason for return
• Await return authorization and instructions

The Company reserves the right to refuse unauthorized returns.

Returns or exchanges may be refused for discounted products or items sold under promotional offers, except in cases of manufacturing defects or non-compliance with specifications, in accordance with applicable laws.

8. INSPECTION AND EVALUATION

All returned products are subject to inspection upon receipt.

The Company shall determine, acting reasonably, whether:

• The product meets return eligibility criteria
• Any deductions or rejections apply due to condition, damage, or missing components

9. REFUNDS

9.1 Refund Method

Approved refunds shall be processed via the original payment method, where technically feasible.

9.2 Processing Time

Refunds are typically processed within 7–14 business days from approval, subject to banking or payment provider timelines.

9.3 Deductions

Refunds may be reduced to account for:

• Return shipping or collection costs (where applicable)
• Diminished value due to handling beyond what is necessary to establish product nature and function
• Non-returnable components (if applicable)

10. EXCHANGES

Exchanges may be offered subject to stock availability.

• Defective or incorrect products: replacement provided at no cost
• Change of mind: treated as a return and new purchase process

Sizes and measurements of Products are approximate. Specifications may change, or supply issues may occur, leading to substitutions of equal or better quality at the same price. If unsatisfied with the replacement, Customers can return or exchange the Product per the conditions of these Terms.

11. ABUSE OF POLICY

The Company reserves the right to refuse or limit returns where there is evidence of:

• Excessive or abnormal return activity
• Fraudulent or abusive behavior
• Misuse of the returns process
• The products are not in their original condition.
• The products have become non-resalable or non-marketable.
• missing contents or damage to the original packing materials.

12.CROSS-BORDER AND GCC

APPLICATION

This Policy is designed for use across multiple jurisdictions, including Kuwait and other GCC countries such as Saudi Arabia, the United Arab Emirates, Bahrain, Qatar, and Oman.

Where local consumer protection laws impose additional or different requirements, those laws shall prevail to the extent required, and this Policy shall be interpreted accordingly.

13. CONTACT INFORMATION

For returns or refund requests:

Email: [email protected]

Phone: +96598556622

14. POLICY UPDATES

The Company reserves the right to amend this Policy at any time.

Updates will be effective upon publication on the Website.