Refund policy

Last Updated: September 2026

At Taif Al Emarat, we are committed to providing customers with a clear, fair, and transparent process for returns, exchanges, and refunds.

This policy applies to eligible purchases made through the Taif Al Emarat Kuwait online store and should be read together with our Shipping & Delivery Policy, Privacy Policy, and Terms & Conditions.

Nothing in this policy is intended to exclude, restrict, waive, or reduce any mandatory consumer right available under the laws and regulations of the State of Kuwait, including Consumer Protection Law No. 39 of 2014 and its Executive Regulations.

1. General Return & Exchange Rights

Subject to applicable Kuwait law, product type, condition, and statutory requirements, customers may be entitled to return or exchange eligible products within the applicable legal period.

For products subject to the general return and exchange rule, the applicable period may be up to 14 days from the date of purchase shown on the invoice, subject to the applicable legal conditions and exceptions.

Different periods and conditions may apply to certain categories of products, including perfumes.

2. Perfume Returns & Exchanges

Because perfumes are specifically treated as an exceptional product category under applicable Kuwait consumer-protection requirements, the applicable return or exchange period for an eligible perfume is within one (1) day / 24 hours, subject to the applicable legal requirements.

For an eligible perfume return or exchange:

·         the product must remain in its original condition;

·         the applicable return/exchange option must be evidenced on the purchase invoice as required;

·         proof of purchase must be provided; and

·         any other mandatory conditions under Kuwait law must be satisfied.

This section applies to ordinary return or exchange requests and does not remove or restrict mandatory rights relating to defective, damaged, counterfeit, incorrect, or non-conforming products.

3. Product Condition

For an ordinary return or exchange, the product should:

·         remain unused;

·         remain in its original condition;

·         retain its original packaging where applicable;

·         include the original components and accessories;

·         include any promotional items or gifts where applicable; and

·         be accompanied by the invoice or other acceptable proof of purchase.

Products may be inspected before a return, exchange, or refund is approved.

Any assessment will be made consistently with mandatory consumer rights under Kuwait law.

4. Opened or Used Perfumes

An opened, sprayed, materially used, damaged, or altered perfume may not qualify for an ordinary change-of-mind return or exchange where the applicable legal conditions requiring the product to remain in its original condition are no longer satisfied.

However, Taif Al Emarat will not automatically reject a claim merely because the packaging has been opened where the customer is reporting a genuine issue such as:

·         a defective product;

·         leakage or material damage;

·         an incorrect product;

·         a counterfeit product;

·         a material discrepancy from the product ordered; or

·         another legally recognized lack of conformity.

Such cases will be assessed separately in accordance with applicable Kuwait consumer-protection requirements.

5. Defective, Damaged, Incorrect or Non-Conforming Products

If a customer receives a product that is:

·         defective;

·         materially damaged;

·         leaking;

·         counterfeit;

·         incorrect;

·         missing an item;

·         materially different from what was ordered or advertised; or

·         otherwise non-conforming,

the customer should contact Taif Al Emarat Customer Support as soon as reasonably possible.

We may reasonably request:

·         the order number;

·         purchase invoice;

·         photographs of the product and packaging where relevant;

·         a description of the issue; and

·         other information reasonably necessary to investigate the claim.

Following assessment, Taif Al Emarat will provide the remedy required under applicable Kuwait law.

Depending on the circumstances and applicable legal requirements, this may include an exchange, replacement, return, refund, or another legally appropriate remedy.

6. Incorrect or Missing Products

Customers should review their order upon delivery where reasonably possible.

If the shipment contains:

·         the wrong perfume;

·         the wrong perfume size;

·         the wrong quantity;

·         a missing purchased product; or

·         another material fulfilment error,

please contact Customer Support promptly.

Where the error is attributable to Taif Al Emarat or its fulfilment process, the matter will be corrected without improperly charging the customer for Taif Al Emarat’s error.

7. Promotional & Discounted Products

Purchasing a product during a:

·         sale;

·         discount campaign;

·         seasonal promotion;

·         promotional-code campaign;

·         bundle;

·         gift-with-purchase campaign; or

·         other special offer

does not automatically remove mandatory consumer rights.

Any promotion-specific return conditions must be clearly communicated and must remain consistent with applicable Kuwait law.

Defective, damaged, counterfeit, incorrect, or non-conforming products will not be excluded from mandatory remedies solely because they were purchased at a promotional or discounted price.

8. Bundles & Gifts With Purchase

Where a purchase includes a bundle, complimentary gift, sample, voucher, or other promotional benefit, customers may be required to return the applicable promotional items when returning the qualifying purchase, where legally permitted.

Where only part of an eligible bundle is returned, the refund may be recalculated according to the actual price paid and applicable promotional structure, provided that the calculation is transparent and does not reduce a mandatory consumer entitlement.

9. How to Request a Return or Exchange

To request a return, exchange, or refund for an online order, please contact:

WhatsApp – Arabic: +971 50 816 0655
WhatsApp – English: +971 52 882 0010
Customer Support Hotline: +971 800 8243

Please provide:

·         your order number;

·         invoice or proof of purchase;

·         the product concerned;

·         the reason for the request; and

·         photographs where relevant.

Customer Support will review the request and provide the applicable instructions.

10. Return Shipping & Collection

Where a return concerns a defective, damaged, incorrect, or non-conforming product attributable to Taif Al Emarat, applicable collection or return arrangements will be handled in accordance with Kuwait law.

For an eligible ordinary return or exchange unrelated to a product defect or Taif Al Emarat error, any applicable return or collection cost will be communicated to the customer where legally permitted.

Customers will not be charged in a manner that unlawfully restricts a mandatory consumer remedy.

11. Inspection of Returned Products

Returned products may be inspected to verify:

·         product identity;

·         product condition;

·         packaging condition;

·         whether the product has been materially used;

·         whether components are missing;

·         whether customer-caused damage has occurred; and

·         the nature of any alleged defect or non-conformity.

An ordinary return or exchange may be declined where the applicable legal conditions are not satisfied.

This does not affect mandatory rights concerning defective, damaged, counterfeit, incorrect, or non-conforming products.

12. Refunds

Where a customer is legally entitled to a refund, Taif Al Emarat will process the applicable reimbursement in accordance with Kuwait law.

Where reasonably possible, refunds for electronically paid transactions will be made through the original payment method unless another lawful method is agreed with the customer.

For Cash on Delivery orders, where available, Customer Support will communicate the applicable refund method.

Where the customer is legally entitled to a monetary refund, Taif Al Emarat will not require the customer to accept store credit instead unless this is lawfully agreed.

13. Refund Amount

Where a full refund is due, the customer will receive the applicable amount to which they are legally entitled.

For partial returns, promotional transactions, or bundles, the refund may reflect the actual amount paid for the returned product and the applicable promotional structure.

Any adjustment will be made transparently and will not reduce mandatory consumer rights.

14. Payment Processing Time

After Taif Al Emarat initiates a refund, additional processing time may be required by the customer’s:

·         bank;

·         card issuer;

·         digital wallet provider; or

·         payment service provider.

Third-party processing time is separate from Taif Al Emarat’s internal processing.

Any mandatory refund timeframe imposed by Kuwait law will prevail.

15. Order Cancellation Before Dispatch

Customers wishing to cancel an online order before dispatch should contact Customer Support as soon as possible.

Where the order has not yet entered a stage where cancellation can no longer reasonably be stopped, we will attempt to process the cancellation.

Any statutory rights available to the customer remain unaffected.

16. Returns That May Be Declined

An ordinary return or exchange may be declined where legally permitted, including where:

·         the applicable return period has expired;

·         the product has been materially used;

·         the product is no longer in its original condition;

·         the product has been damaged after delivery due to customer handling;

·         required components are missing; or

·         the applicable statutory conditions for return or exchange have not been satisfied.

This section will not be used to deny mandatory remedies concerning defective, counterfeit, incorrectly supplied, damaged, or otherwise non-conforming products.

17. Purchase Invoice

Customers should retain their purchase invoice or electronic proof of purchase.

The invoice should accurately reflect the transaction and applicable return/exchange conditions as required under Kuwait law.

For product categories subject to specific return/exchange conditions, including perfumes, the applicable return/exchange option should be reflected on the invoice where legally required.

18. Consumer Complaints

If a customer believes that a return, exchange, or refund request has not been handled correctly, they may contact Taif Al Emarat Customer Support for review.

Nothing in this policy restricts a customer’s right to submit a complaint to the competent consumer-protection authority in Kuwait.

19. Consumer Rights

Nothing in this Return & Refund Policy excludes, restricts, waives, or reduces any mandatory consumer right or remedy available under applicable Kuwait law, including Consumer Protection Law No. 39 of 2014 and its Executive Regulations.

Where this policy conflicts with a mandatory legal requirement, the applicable Kuwait legal requirement will prevail.

20. Contact Us

For return, exchange, cancellation, or refund assistance:

Taif Al Emarat – Kuwait Customer Support

WhatsApp – Arabic: +971 50 816 0655
WhatsApp – English: +971 52 882 0010
Customer Support Hotline: +971 800 8243

Please provide your order number and proof of purchase when contacting Customer Support.