Return and Refund Policy

At CROWN VALUEMART, we want every purchase to meet your expectations. This Return and Refund Policy explains how returns, exchanges, refunds, and cancellations are handled for orders placed through our online Platform, whether for home delivery or in-store pickup.

This Policy is issued in compliance with:

• Amiri Decree-Law No. 10 of 2026 Regulating the Digital Commerce Sector (the "Digital Commerce Law");
• Law No. 39 of 2014 on Consumer Protection and its Executive Regulations;
• Law No. 20 of 2014 on Electronic Transactions;
• Decisions and circulars issued by the Ministry of Commerce and Industry (MOCI).

Nothing in this Policy limits or replaces your statutory consumer rights under Kuwaiti law.

CROWN VALUEMART sells household consumables and personal-care products including baby care, bath and body, dishwash, hair care, health and wellness, home and hardware, home care, household, laundry care, and personal care.

In line with Articles 19 to 22 of the Digital Commerce Law and the Consumer Protection Law, you have the right to return or exchange eligible products within 14 calendar days from the date of delivery, subject to the conditions set out in this Policy.

To exercise this right:

• Notify us within 14 days from delivery using the contact channels in Section 12 of this Policy;
• Provide your order number and proof of purchase;
• Return the product in the condition described in Section 4 below.

The table below summarises return eligibility by category. The product page may indicate additional category-specific terms; where there is any conflict, the more favourable term to the consumer applies.

In line with hygiene, safety, and regulatory considerations under Kuwaiti law, the following CROWN VALUEMART items cannot be returned unless they are defective on delivery, expired, or were delivered incorrectly:

• Any personal-care, bath-and-body, hair-care, oral-care, deodorant, shaving, or feminine-hygiene product where the factory seal has been broken;
• Any baby-care product (including diapers, wipes, baby skincare, feeding accessories) where the factory seal has been broken;
• Any health, wellness, or supplement product where the seal has been broken or where less than 30 days remain before expiry;
• Opened cleaning, laundry, or dishwash products that have been used or partially consumed;
• Items returned without their original packaging, instructions, or accessories where these were supplied;
• Items marked as final sale, clearance, or non-returnable on the product page at the time of purchase;
• Promotional bundle items returned only in part (see Section 9 below).

We carefully inspect and pack every CROWN VALUEMART order. In the rare event that you receive a product that is damaged, defective, expired, or different from what you ordered, please:

• Contact us within 48 hours of delivery for items that are visibly damaged, leaking, broken-sealed, expired, or incorrect;
• Provide clear photographs or video showing the issue, the product's batch number or expiry date where relevant, and the order packaging;
• Keep the product and its original packaging until the issue is resolved.

Once the claim is verified, we will offer one of the following remedies, at your reasonable choice and based on availability:

• Replacement with an identical product from a fresh batch;
• Replacement with a similar product of equivalent value, where you agree;
• A full refund to your original payment method.

In line with Article 15 of the Consumer Protection Law, the seller and supplier are jointly liable for product defects. We will not redirect responsibility for defects to the manufacturer alone.

In compliance with Article 23 of the Digital Commerce Law and Kuwaiti consumer-protection requirements, refunds are issued through the same method used for the original payment, unless you and CROWN VALUEMART expressly agree otherwise. We do not deduct payment-gateway fees, KNET fees, or card-processing fees from the refunded amount.

Once your return is approved, your refund is initiated immediately. The time it then takes for the refund to appear in your account depends on the payment method used at checkout and the standard processing cycle of your bank or wallet provider:

The timelines above reflect CROWN VALUEMART's processing cycle. In some cases, your card issuer or bank may take an additional 1–2 working days to post the refunded amount to your statement. If your refund has not appeared after the timeline above plus 2 working days, please contact us with your order number so we can investigate.

Where you have a legal right to a refund to your original payment method, CROWN VALUEMART will not impose store credit, vouchers, or gift cards as a substitute. You may, however, choose store credit voluntarily.

Where a product was purchased as part of a promotional offer, bundle, or "buy one get one" deal, all items in the offer must be returned together to qualify for a refund. Returning only part of a bundle may convert the remaining purchase to its standard price, and any difference may be deducted from the refund.

Vouchers, store credit, and discount codes used at checkout are not refundable in cash unless required by law.

During organised sales seasons or specific time-limited promotional campaigns, the return window may be shortened to seven (7) calendar days for sealed eligible items, where this is clearly disclosed on the relevant product page and at checkout. The 14-day right under the Digital Commerce Law still applies to defective, expired, or incorrectly supplied items regardless of promotional period.

If a return is approved because of a defect, damage, expiry issue, wrong item, or any other fault attributable to CROWN VALUEMART, the original delivery charge will be refunded in full, and we will arrange free pickup.

If you return a product because you simply changed your mind:

• The original delivery charge is non-refundable;
• A return-handling or pickup charge may apply, as disclosed at the time of the return request.

For orders collected from our pickup point, we encourage you to inspect items at the moment of collection. Once you sign for the order and leave the pickup location, the same return windows and conditions apply as for delivery orders. Issues with damaged, expired, or incorrect items must still be reported within the timeframes specified above.

To start a return on CROWN VALUEMART:

• Log in to your account and navigate to "My Orders" to submit a return request; or
• Contact our customer service team at +965 5105 2112 (phone) or info@cwg-kwt.com (email);
• Provide your order number, the item being returned, the reason, and supporting photos where requested;
• Once approved, we will arrange pickup or provide drop-off instructions.

In line with Article 6 of the Executive Regulation of the Consumer Protection Law, CROWN VALUEMART may refuse a return or refund where:

• The request is made outside the applicable return window;
• The product has been used, opened, or its factory seal broken, except where defective on delivery, expired, or incorrectly supplied;
• The product is missing its original packaging, accessories, or instructions where these were supplied;
• There is insufficient evidence to support the claim;
• The claim is inconsistent with this Policy or with Kuwaiti law;
• The request is part of a documented pattern of abusive returns or fraud.

Where we refuse a return, we will explain the reason in writing. You retain the right to escalate the matter as set out in Section 14 below.

This Policy is 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. In the event of any inconsistency or conflict between the Arabic and English versions, the Arabic version shall prevail.