Returns & Refunds

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Returns Process for Online Purchased Orders

Policies

eGift card

Exchanges Process

Refunds

Cancellation

Returns Process for Online Purchased Orders

You have 14 days to return your products.

The returns process requires two simple steps:

1. Return the relevant products to a store as soon as possible in the same condition as supplied, in their original packaging

2. Carry the relevant invoice

Please note that the duration is in accordance to the relevant applicable laws in your country, and in case of offers, special conditions are to be applied.

Please follow the below process based on items for return:

• Home Accessories – return to a store near you. Product(s) should be in their original condition and packaging.
• Large Items and Furniture – contact Customer Service to arrange an inspection and pick up of unused products in their original packaging.

Customer Delivery Service contact numbers: (+974) 4452 9600

Policies

Products purchased online can only be returned to any of our stores.

Any items whatsoever which have been provided free-of-charge with the relevant products must also be returned.

You must take reasonable care of any products that you wish to return and not use them. The products must be returned in their original conditions. We will not be responsible for any loss or damage caused to the items during your possession and may reject the request to return, exchange or refund.

In accordance with global retail industry standards, we are unable to accept returns or exchanges of products in the following categories: underwear, lingerie, fragrances, health & beauty (such as skincare, make-up & cosmetics) or other products which are personalised to your order.

In the case of a faulty, damaged or incorrectly supplied product, you shall receive a refund of the purchase price of such product. In any case you must return the faulty, damaged or incorrect products to us as soon as possible in the same condition as supplied.

Items purchased from our stores/online in one country are considered non-refundable and non-returnable in any other country. This policy also applies to items purchased by a third party or a reseller on behalf of the customer.

For more details on our returns policies, please visit our terms & conditions of sale.

eGift card

- Any products purchased through an eGift card will be refunded via an eGift card

- Any orders placed through a combination of payment methods (e.g. eGift + Card) will be refunded via the original payment method

• eGift card payments will be refunded via an eGift card and the remaining balance directly to credit/debit cards

- eGift card purchases & Top ups are non-refundable

Exchanges Process

If you would like to exchange any products, you may:

- Visit the nearest store to return your products.

- Purchase the new products through a new transaction.

- In case of a refund, it will be processed within 14 days.

Please note, exchanges cannot be made without returning the original product(s) and processing a new transaction.

Refunds

Subject to the above exclusions, we will process a refund upon receipt of the returned/exchanged products, excluding any delivery charges you paid for through ordering.

Any refunds given by us in relation to returns/exchanges will be made as follows.

References to eGift refer to our gift/refund card which may then be used for future purchases in our stores and online where applicable.

*For any cash on delivery orders, the customer can be refunded via egift card if the online returns option is chosen. For in-stores returns, the customer can be refunded via gift card or Cash.

*Please note, surcharges of cash on delivery orders will not be refunded.

Cancellation

If you wish to cancel your order, you may do so by calling our Customer Services department 8000-707 during working hours and within one hour of having placed it.

If you paid by credit card or debit card, and you have cancelled in accordance with this clause then we will reverse the authorisation or process a refund transaction (as the case may be) as soon as possible but we are not responsible for how long this will take to be reflected on your account as this is dependent on bank processing procedures. 

Please note that we cannot accept cancellations outside of the specified periods as the order will have been processed and can only then be cancelled through our returns/refunds process as mentioned above.