Terms and Conditions
CROWN VALUEMART — operated by Crown Worldwide Group Co. for Wholesale and Retail Trade — Kuwait
Last updated: 18 May 2026
1. Introduction and Acceptance
Welcome to CROWN VALUEMART, the e-commerce platform operated by Crown Worldwide Group Co. for Wholesale and Retail Trade (the "Company", "CROWN VALUEMART", "we", "our", or "us"). These Terms and Conditions, together with our Privacy Policy and Return & Refund Policy, govern your access to and use of the CROWN VALUEMART website, mobile applications, and any related services (collectively, the "Platform"), as well as all purchases made through the Platform.
By accessing the Platform, creating an account, or placing an order, you confirm that you have read, understood, and agreed to be legally bound by these Terms. If you do not agree, you must stop using the Platform immediately.
These Terms are issued in compliance with the laws of the State of Kuwait, including Law No. 39 of 2014 on Consumer Protection and its Executive Regulations, Law No. 20 of 2014 on Electronic Transactions, Law No. 63 of 2015 on Cybercrime, and Amiri Decree-Law No. 10 of 2026 Regulating the Digital Commerce Sector (the "Digital Commerce Law").
1.1 Compliance with the Digital Commerce Law
CROWN VALUEMART operates in compliance with Amiri Decree-Law No. 10 of 2026 Regulating the Digital Commerce Sector, issued on 22 February 2026 and published in the Official Gazette of the State of Kuwait. The law comprises 45 articles across 10 chapters and is the principal regulatory framework governing online retail activity directed at consumers in Kuwait.
Under the Digital Commerce Law, CROWN VALUEMART commits to the following:
- Registration and transparency. CROWN VALUEMART is registered with the Ministry of Commerce and Industry (MOCI) and operates under the commercial licence and identifying details disclosed in Section 2 of these Terms.
- Bilingual disclosures. All product information, prices, key contractual terms, and customer-facing communications are made available in both Arabic and English. Where required by Article 7 of the Digital Commerce Law, Arabic is the minimum legal standard.
- Your 14-day right. You have the right to withdraw from a contract within 14 calendar days of receiving an eligible product, and to receive a full refund through your original payment method or another method we mutually agree, at no additional cost. The conditions and exceptions are set out in our Return & Refund Policy.
- Lawful and accurate advertising. All product descriptions, promotional content, and advertisements published by CROWN VALUEMART comply with Articles 35 to 37 of the Digital Commerce Law. We do not engage in misleading, false, or deceptive promotional practices, and we do not publish fake or fabricated reviews.
- Licensed payment processing. All electronic payments are processed exclusively through payment service providers licensed by the Central Bank of Kuwait (CBK). We do not impose additional fees on electronic payment methods.
- Data protection. We process your personal data in line with the data-protection provisions of Articles 29 through 32 of the Digital Commerce Law, the data-handling requirements of the Electronic Transactions Law (Law No. 20 of 2014), and generally accepted data-protection principles, as further described in our Privacy Policy.
- Record retention. In line with Article 33 of the Digital Commerce Law, we retain transaction records — including invoices, orders, customer communications, delivery confirmations, returns, refunds and complaints — for at least five (5) years from the date of each transaction, and make them available to MOCI on lawful request.
- Dispute resolution channels. Any consumer dispute that cannot be resolved through our internal complaints procedure may be referred to the Digital Commerce Dispute Settlement Committee established under the Digital Commerce Law, or to the consumer protection mechanisms of the Ministry of Commerce and Industry, as detailed in Section 23 of these Terms.
CROWN VALUEMART treats compliance with the Digital Commerce Law as a continuing obligation. Where MOCI issues executive regulations, implementing decisions, or supplementary guidelines, CROWN VALUEMART will update these Terms, the Privacy Policy, and the Return & Refund Policy accordingly, and will notify customers of material changes by reasonable means.
2. Service Provider Identification
In compliance with Article 6 of the Digital Commerce Law and Article 3 of the Consumer Protection Law, we disclose the following information:
- Brand name: CROWN VALUEMART
- Legal entity: Crown Worldwide Group Co. for Wholesale and Retail Trade
- Commercial Registration No.: 329981
- Licence issued by: Ministry of Commerce and Industry, State of Kuwait
- Registered address: Al Hamra Mall, 3rd Floor, Office 311, Kuwait City, State of Kuwait
- Customer service phone: +965 5105 2112
- Customer service email: info@cwg-kwt.com
- Website: www.crownvaluemart.com
3. Scope of Services
Through the CROWN VALUEMART Platform, we offer the online sale of household consumables and personal-care products across the following categories:
- Baby Care
- Bath and Body
- Dishwash
- Hair Care
- Health and Wellness
- Home and Hardware
- Home Care
- Household
- Laundry Care
- Personal Care
The exact category mix and product range is reflected in the live catalogue at any given time. CROWN VALUEMART does not currently offer fresh, perishable, or food and beverage items. References to such items in any third-party listings or archived content shall be disregarded.
Our services include online retail and wholesale ordering, home delivery across selected areas of Kuwait, in-store collection (click-and-collect) where available, and customer support before and after purchase.
4. Eligibility
To use CROWN VALUEMART and place orders, you must:
- Be at least 18 years of age and legally capable of entering into binding contracts under Kuwaiti law;
- Provide accurate, current, and complete information during registration and at checkout;
- Not be barred from receiving our services under any applicable law.
We reserve the right to verify your identity and decline service to anyone who does not meet these requirements.
5. Account Registration and Security
To place orders, you may be required to register a CROWN VALUEMART account. You agree to:
- Provide truthful, current, and complete information;
- Maintain the confidentiality of your username and password;
- Accept full responsibility for all activity carried out under your account;
- Notify us immediately of any unauthorised use of your account.
We reserve the right to suspend or terminate accounts where we have reasonable grounds to suspect fraudulent activity, abuse, breach of these Terms, or violation of Kuwaiti law.
6. Product Information and Language
In compliance with Article 7 of the Digital Commerce Law and the Consumer Protection Law, all product descriptions, prices, specifications, country of origin, ingredients (where applicable), and material terms are made available in Arabic. English translations are also provided as a courtesy. In the event of any inconsistency between the Arabic and English versions of any product information or contractual term, the Arabic version shall prevail.
We make every reasonable effort to ensure the accuracy of product images, descriptions, and specifications. However, slight variations in colour, finish, packaging, or formulation may occur, particularly where products are sourced from multiple batches or suppliers. For health, wellness, baby-care, and personal-care products, please always check the actual product label for the most accurate information on ingredients, usage, and warnings.
7. Orders and Formation of the Contract
All orders placed through CROWN VALUEMART constitute an offer by you to purchase the selected products on these Terms. The order acknowledgement email we send is a confirmation of receipt only and does not constitute acceptance of your offer.
A binding contract is formed only when we issue an order confirmation or, where earlier, when we dispatch the relevant products. Until that moment, we may, at our discretion:
- Decline or cancel any order in whole or in part;
- Limit the quantities ordered, particularly during promotions or for high-demand household items;
- Refuse service to any customer where we reasonably suspect fraud, manipulation, or abuse.
Where we cancel an accepted order due to circumstances beyond your control (such as stock unavailability or pricing errors), we will refund any amounts already paid in full and without undue delay.
8. Pricing and Payment
8.1 Pricing
All prices on CROWN VALUEMART are displayed in Kuwaiti Dinar (KWD) and are inclusive of applicable fees, except for delivery charges which are clearly disclosed during checkout, in compliance with the transparency requirements of Article 10 of the Digital Commerce Law.
Prices may change from time to time without notice. The price applicable to your order is the price displayed at the moment of confirmed checkout. In the event of an obvious pricing error, we reserve the right to cancel the order and issue a full refund, even after order confirmation.
8.2 Payment Methods
We accept the following Central Bank of Kuwait–licensed payment methods:
- KNET (local debit network)
- Visa and Mastercard credit and debit cards
- Apple Pay / Google Pay (where available)
- Cash on Delivery (COD), subject to area and order-value limits
All online payments are processed through secure, encrypted, CBK-licensed payment gateways. CROWN VALUEMART never stores your full card details on its own servers.
8.3 Payment Terms
- Online payments must be authorised before dispatch.
- Cash on Delivery payments must be made in full at the moment of delivery, in Kuwaiti Dinar.
- We do not impose any unauthorised surcharges or hidden fees in addition to the displayed price and disclosed delivery charges.
9. Delivery
9.1 Delivery Areas and Timelines
CROWN VALUEMART delivery is available across selected governorates and areas of Kuwait, as indicated at checkout. Delivery timelines shown on the Platform are good-faith estimates. While we make every reasonable effort to meet them, they are not guaranteed and may be affected by factors outside our control such as weather, customs, or supplier delays.
Where a confirmed delivery is materially delayed beyond the estimated date, you are entitled — in line with the Digital Commerce Law — to either (i) request reasonable compensation up to the value of the original delivery charge paid, (ii) agree on a revised delivery date, or (iii) cancel the order and receive a full refund.
9.2 Customer Obligations
- Provide an accurate and complete delivery address.
- Ensure that you, or an authorised adult, are available to receive the order at the agreed time.
- Provide a valid Civil ID or other identification when reasonably requested by the courier.
9.3 Failed Deliveries
If we are unable to deliver because of incorrect address details, repeated unavailability, or refusal of the order without valid reason, we may cancel the order and apply applicable handling and return-shipping costs against any refund due, in line with our Return & Refund Policy.
10. Store Pickup (Click-and-Collect)
Where available, you may choose to collect your CROWN VALUEMART order from one of our designated pickup points. The following conditions apply:
- Orders must be collected within the time window communicated to you.
- Valid photo identification, the order number, or both, must be presented.
- If the order is not collected within the stated period, we may cancel it and process a refund, less any applicable handling fees.
11. Your Statutory Rights as a Consumer
Nothing in these Terms limits or excludes your rights under the Consumer Protection Law (Law No. 39 of 2014) or the Digital Commerce Law (Decree-Law No. 10 of 2026). In particular, you have:
- The right to receive accurate, complete, and non-misleading information before purchase;
- The right to a 14-day return or exchange period from delivery for eligible products under the conditions set out in our Return & Refund Policy;
- The right to receive your refund using the original payment method (for example, a KNET payment is refunded to your KNET card; a Visa payment is refunded to your Visa card; a cash payment is refunded in cash or by bank transfer), at no additional cost and with no payment-gateway or processing fees deducted;
- The right to refuse store credit, vouchers, or gift cards as a substitute where the law entitles you to a refund to your original payment method, unless you voluntarily agree to a different arrangement;
- The right to compensation for delivery delays or contract breaches under the conditions set by law;
- The right to file a complaint with the Ministry of Commerce and Industry consumer protection hotline (135) and with the Digital Commerce Dispute Settlement Committee established under the Digital Commerce Law.
12. Returns, Refunds and Cancellation
All returns, refunds, and cancellations are governed by our Return & Refund Policy, which forms an integral part of these Terms. By placing an order on CROWN VALUEMART, you confirm that you have read and accepted the Return & Refund Policy in full.
13. Promotions, Discounts and Coupons
From time to time CROWN VALUEMART may run promotional offers, issue discount codes, or grant store credit. Such offers are subject to the following:
- They are time-limited and subject to specific terms and conditions disclosed at the time of the offer;
- They cannot be exchanged for cash unless required by law;
- They may be limited to one use per customer, account, or household;
- Where Kuwaiti law or MOCI regulations require advance approval for organised sales seasons or specific discount campaigns, CROWN VALUEMART will obtain that approval before running the campaign;
- Reference prices used to calculate any displayed discount reflect the genuine prior selling price of the item, in compliance with Article 37 of the Digital Commerce Law;
- We reserve the right to cancel any order, voucher, or account where we identify abuse, manipulation, or fraudulent use of a promotion.
14. Marketing, Reviews and Influencer Disclosures
CROWN VALUEMART complies with Articles 35, 36 and 37 of the Digital Commerce Law on advertising, influencer marketing and honest commercial communication. Specifically:
- Any paid promotional content — whether compensated with money, free products, commissions, or other benefits — published by CROWN VALUEMART, our affiliates, or partnered influencers is clearly and conspicuously labelled as an advertisement in Arabic, and where applicable in English, before the consumer engages with the content;
- Customer reviews shown on the Platform are sourced from verified buyers. We do not publish, commission, or fabricate fake reviews or testimonials. We may remove reviews that contain unlawful content, personal data, defamatory statements, or commercial spam;
- Product images, demonstrations, and before/after representations are accurate and not digitally manipulated in a way that misrepresents the product;
- Where we partner with influencers, content creators, or affiliates, the disclosure obligation applies to both CROWN VALUEMART and the influencer; both parties are responsible for compliant disclosure.
15. User Conduct and Prohibited Use
You agree not to:
- Provide false or misleading information or impersonate another person;
- Use the Platform for any unlawful purpose, including activities that violate Kuwait's Cybercrime Law (Law No. 63 of 2015);
- Engage in fraudulent transactions, including chargeback abuse or COD refusal without valid reason;
- Reverse-engineer, copy, scrape, or attempt to gain unauthorised access to the Platform or any of its systems;
- Upload viruses, malicious code, or content that infringes intellectual property or violates public decency;
- Resell our products in a manner that is misleading, unsafe (particularly with regard to health, wellness, or baby-care items), or that infringes the rights of third parties.
16. Intellectual Property
All content on CROWN VALUEMART, including but not limited to the CROWN VALUEMART name, logos, trademarks, product images, page layouts, descriptions, software, and design elements, is owned by or licensed to Crown Worldwide Group Co. for Wholesale and Retail Trade. It is protected by Kuwaiti and international intellectual property laws.
You may view, download, and print content for personal, non-commercial use only. Any other use, including reproduction, distribution, modification, or commercial exploitation, requires our prior written consent.
17. Third-Party Links and Services
The CROWN VALUEMART Platform may contain links to websites or services operated by third parties. We do not control, endorse, or assume responsibility for the content, privacy practices, or operations of such third parties. Your interactions with them are governed by their own terms and policies.
18. Limitation of Liability
To the maximum extent permitted by Kuwaiti law, and without limiting your statutory consumer rights, CROWN VALUEMART shall not be liable for:
- Indirect, incidental, special, or consequential damages;
- Loss of profits, business, opportunity, or data;
- Delays or failures caused by events outside our reasonable control, including force majeure, supplier failures, or governmental actions;
- Any adverse effects from the use of personal-care, health, wellness, or baby-care products where the customer has not followed manufacturer instructions, ignored published warnings, or used the product against medical advice.
Our maximum aggregate liability under any order shall not exceed the total amount paid by you for that specific order, except where a higher liability is mandatory under Kuwaiti law.
19. Product Warranties and After-Sales
Where products are covered by a manufacturer's warranty, the terms of that warranty apply in addition to your statutory rights. We will provide reasonable assistance in directing warranty claims to the appropriate authorised service centre.
In line with the Consumer Protection Law, the seller and the supplier are jointly liable for product defects. Where a product is found to be defective, you may, at your option and subject to the Return & Refund Policy, request repair (where applicable), replacement, or refund.
20. Health, Safety and Product Use Disclaimer
Many products sold on CROWN VALUEMART are intended to be used on the body, or used in the home. You agree to:
- Read and follow all product labels, manufacturer instructions, and safety warnings;
- Check ingredients before use, especially if you have allergies or sensitivities;
- Consult a qualified healthcare professional before using health, wellness, or supplement products if you are pregnant, breastfeeding, on medication, or have an existing medical condition;
- Keep all products out of reach of children, particularly cleaning, laundry, and personal-care products;
- Store products as directed on the label.
CROWN VALUEMART is a retailer, not a healthcare provider. Information provided on product pages is general in nature and does not constitute medical advice.
21. Account Suspension and Termination
We reserve the right, at our discretion and without prior notice, to suspend or terminate your account where:
- We identify fraudulent or abusive activity;
- You materially breach these Terms or any applicable law;
- Your patterns of refusal, return, or chargeback indicate misuse of our services;
- Required by an order of a Kuwaiti regulatory or judicial authority.
22. Privacy and Data Protection
We process your personal data in accordance with our Privacy Policy, the data-protection provisions of the Digital Commerce Law (Articles 29–32), the Electronic Transactions Law (Law No. 20 of 2014), and generally accepted data-protection principles. Please review our Privacy Policy carefully before using CROWN VALUEMART.
23. Platform Availability
We do not guarantee uninterrupted access to CROWN VALUEMART. The Platform may be temporarily unavailable for maintenance, updates, or due to factors outside our control. We will not be liable for any inconvenience or loss caused by such interruptions.
24. Complaints and Dispute Resolution
24.1 Internal Complaints Procedure
In line with Article 26 of the Digital Commerce Law, CROWN VALUEMART maintains a documented internal complaints procedure:
- Submission. Complaints may be submitted through the channels in Section 2 of these Terms (phone, email, or the "My Orders" section of the Platform).
- Acknowledgement. We acknowledge receipt of every complaint within two (2) Kuwaiti business days.
- Substantive response. We provide a substantive response within seven (7) Kuwaiti business days of acknowledgement.
- Resolution target. We aim to resolve complaints within fourteen (14) Kuwaiti business days of submission. Where additional time is required (for example, where supplier verification is needed), we will keep you informed of progress.
- Records. All complaints, our responses, and resolutions are recorded and retained for at least five (5) years from the date of resolution, in line with Article 33 of the Digital Commerce Law.
24.2 External Escalation
If the matter is not resolved to your satisfaction through our internal procedure, you may:
- File a complaint with the Ministry of Commerce and Industry consumer protection hotline (135);
- Refer the dispute to the Digital Commerce Dispute Settlement Committee established under the Digital Commerce Law;
- Pursue any other remedy available to you under Kuwaiti law.
25. Language and Interpretation
These Terms are issued in Arabic and in English. The Arabic version is the official version for the purposes of Kuwaiti law and for any proceedings before Kuwaiti courts, regulatory authorities, or dispute-settlement committees. The English version is provided as a courtesy translation for convenience. In the event of any inconsistency or conflict between the Arabic and English versions, the Arabic version shall prevail.
26. Governing Law and Jurisdiction
These Terms, including any non-contractual obligations arising out of or in connection with them, are governed by and construed in accordance with the laws of the State of Kuwait. The competent courts of Kuwait shall have exclusive jurisdiction over any dispute that cannot be resolved through the procedures set out above, without prejudice to any consumer right to bring proceedings in another competent forum where permitted by law.
27. Amendments to These Terms
CROWN VALUEMART may update these Terms from time to time to reflect changes in our services, in technology, or in applicable Kuwaiti law. The updated version will be posted on the Platform with a revised "Last updated" date. Material changes will be notified to you through reasonable means, such as a notice on the Platform or an email to your registered address. Continued use of the Platform after the updated Terms take effect constitutes your acceptance of the changes.
28. General
If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions will continue in full force and effect. Our failure to enforce any right under these Terms does not constitute a waiver of that right. These Terms, together with the Privacy Policy and Return & Refund Policy, represent the entire agreement between you and CROWN VALUEMART in relation to your use of the Platform.