Return & Refund Policy
State of Kuwait
| Effective Date | 24/09/2025 |
| Jurisdiction | State of Kuwait |
| Legal Basis | Kuwait Commercial Code | Consumer Protection Law No. 39 of 2014 |
| Scope | Fabric Stitching & Tailoring Services | Unstitched Fabric Retail |
Al Dhahabi is committed to delivering tailoring and fabric services of the highest quality. This policy has been drafted in accordance with the Kuwait Commercial Code and Consumer Protection Law No. 39 of 2014, and reflects the specific nature of custom stitching and fabric retail. All customers are encouraged to read this policy carefully before placing an order.
In accordance with Article provisions under Kuwait's Consumer Protection Law No. 39 of 2014, custom-made and personalised goods are exempt from standard return and exchange rights. Once fabric has been cut, measured, and stitched to a customer's specifications, it constitutes a custom order and cannot be returned or exchanged.
This position is legally defensible under Kuwaiti commercial law and consistent with GCC judicial practice, which recognises that custom-tailored items lose their resale value once completed to a customer's personal measurements and design choices.
Al Dhahabi provides one (1) complimentary alteration per stitched garment. This is the remedy offered in place of a return or exchange for stitching workmanship concerns. The following conditions apply:
- The alteration request must be made within 14 days of order collection or delivery.
- The customer must visit our store in person with the stitched garment.
- All alteration requirements must be clearly communicated directly to our staff at the time of the visit.
- Alterations requested remotely (via phone, WhatsApp, or other messaging) will not be accepted or acted upon.
- The garment must be presented in clean, unwashed, and unaltered condition. Any self-modification voids the alteration entitlement.
- Only one (1) complimentary alteration is permitted per garment. Additional alterations may be available at a charge to be agreed upon.
Note: The in-person visit requirement is a condition of service and is non-negotiable. This ensures accurate communication of alteration requirements and avoids further disputes.
Returns and exchanges of unstitched fabric are accepted in accordance with applicable Kuwaiti consumer protection standards and fabric retail industry norms, subject to the following conditions:
- Return request must be made within 7 days of purchase.
- Fabric must be in its original, uncut, and unwashed condition.
- Fabric must be in its original packaging or folded to its original form.
- Original invoice or proof of purchase must be presented.
- Fabric that has been cut, washed, altered, or handled in a manner that affects its resale condition will not be accepted for return.
Returns accepted under this section will be refunded or exchanged in accordance with Section 5 (Refunds) of this policy.
The following items are not eligible for return, refund, or exchange under any circumstances:
- All stitched or tailored garments (see Section 1).
- Custom-made or personalised products ordered to specific customer requirements.
- Fabric that has been cut, washed, or altered in any manner.
- Final sale, clearance, or discounted items marked as non-returnable at point of sale.
- Perishable goods or personal hygiene products (including undergarments or opened grooming products).
Where a return is accepted in accordance with this policy, refunds will be processed as follows:
- Refunds are issued via the original payment method used at the time of purchase.
- Cash payments are refunded in cash at the store upon approval of the return.
- Credit or debit card refunds may take between 7 to 14 business days, depending on the customer's bank.
- Where the original payment method is unavailable, store credit or an agreed alternative will be offered at Al Dhahabi's discretion.
Refunds are only processed following physical inspection of the returned item by Al Dhahabi staff. Approval is not guaranteed until inspection is completed.
The following documentation is mandatory for all return, exchange, or alteration requests:
- Original invoice or order confirmation receipt.
- Valid Kuwaiti Civil ID or equivalent identification document.
- The item(s) in question, presented in person at our store.
Requests made without the required documentation will not be processed.
Al Dhahabi primarily serves customers within the State of Kuwait. For customers placing orders from outside Kuwait, the following additional conditions apply:
- Return or exchange requests must be notified in writing within 14 days of confirmed receipt of the order.
- Return shipping costs, customs duties, and any applicable processing fees are entirely the customer's responsibility.
- Items must be returned in their original, unaltered condition and packaging.
- Refunds will only be processed following physical inspection of the returned item at our Kuwait store.
- Al Dhahabi accepts no liability for items lost or damaged in transit during a return shipment.
Al Dhahabi is committed to resolving all customer concerns amicably and in good faith. In the event of a dispute that cannot be resolved directly, customers may refer their complaint to the Kuwait Ministry of Commerce and Industry's Consumer Protection Department, in accordance with Consumer Protection Law No. 39 of 2014.
This policy shall be governed by and construed in accordance with the laws of the State of Kuwait.
Al Dhahabi reserves the right to amend this policy at any time. Any amendments will be published on our official website and will take effect from the date of publication. Continued use of our services following any amendment constitutes acceptance of the revised policy.
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