Last Updated: December 22, 2025

At Hayat Organic (www.hayat-organic.com), your satisfaction is our priority. This Return & Refund Policy is prepared in accordance with Kuwait Consumer Protection Law No. 39 of 2014 and the regulations of the Ministry of Commerce and Industry.

1. Return Eligibility

Products Eligible for Return

We accept returns under the following circumstances:

✅ Defective or Damaged Products

  • Manufacturing defects
  • Damage during shipping
  • Broken, leaking, or compromised containers upon delivery
  • Packaging that is opened or tampered with (not caused by the customer)

✅ Incorrect Orders

  • Wrong product delivered
  • Incorrect quantity
  • Incorrect size, flavor, or variant
  • Missing items from the order

✅ Quality Issues

  • Expired or near-expiry products (less than 2 months remaining)
  • Products that do not match the website description
  • Unusual smell, taste, or appearance
  • Spoiled or contaminated products

✅ Unopened Products

  • Change of mind (within 14 days, unopened only)
  • Product no longer needed (must be unused and in original condition)

2. Return Time Frame

⏰ 14-Day Return Window

You may request a return within 14 calendar days from the delivery date.

🚨 Immediate Notification Required

For defective, damaged, or incorrect items:

  • Contact us within 24–48 hours of delivery
  • Email: info@hayat-organic.com
  • WhatsApp: +965 6555 6749

Requests submitted after 14 days will be reviewed individually and may not be accepted.

3. Non-Returnable Items

❌ We do not accept returns for:

  • Opened or used products (unless defective)
  • Products without original packaging or labels
  • Items damaged due to misuse or improper storage
  • Clearance or final-sale items marked “Non-Returnable”
  • Promotional items marked “No Returns”
  • Products with removed or tampered safety seals (unless defective)
  • Customized or personalized orders

Exception: Defective products may be returned even if opened for inspection.

4. How to Request a Return

Step 1: Contact Us

📧 Email: info@hayat-organic.com
📱 WhatsApp: +965 6555 6749
⏰ Business Hours: Saturday–Thursday, 9:00 AM – 6:00 PM

Step 2: Provide Required Details

Please include:

  • Order number (e.g., #HO-12345)
  • Product name and quantity
  • Reason for return (clear description)
  • Photos (for damaged or defective items), including:
    • Product defect
    • Packaging condition
    • Expiry date (if applicable)
    • Original invoice or receipt

Step 3: Return Approval

Your request will be reviewed within 1–2 business days. We will notify you of:

  • Approval or rejection
  • Return instructions
  • Shipping method
  • Estimated refund timeline

Step 4: Return Shipping

Kuwait Customers

  • Pickup arranged from your address
  • Scheduled within 2–3 business days after approval
  • Free return shipping if the issue is our fault
  • Customer bears shipping cost for personal-reason returns

GCC Customers

  • Ship using a trackable courier to our Kuwait address
  • Return shipping reimbursed if the error is ours
  • Shipping receipt must be retained

Return Address
Hayat Organic for Foodstuff Retail Co.
Rakan Tower, 3rd Floor
Fahad Al-Salem Street, Al-Qibla
Kuwait City, Kuwait
📞 +965 6555 6749

Step 5: Inspection & Processing

  • Inspection: 2–3 business days
  • Quality verification
  • Email notification of result
  • Refund initiated upon approval

5. Refund Methods & Timeline

Refund Options

Credit/Debit Card & Online Payments

  • Refunded to the original payment method
  • Processing: 5–7 business days
  • Bank posting: up to 10–14 additional days

WhatsApp Payment / Bank Transfer

  • Refunded via bank transfer
  • Bank details required (IBAN included)
  • Processing: 7–10 business days

Store Credit

  • Issued immediately after approval
  • Valid for 12 months
  • Usable on all products

Refund Amount Includes

✔ Product price
✔ Original shipping fee (if return is our error)
✔ Applied discounts

6. Exchanges

Exchanges are available for:

  • Defective or damaged items
  • Incorrect size, flavor, or variant
  • Alternative product (subject to availability)

Exchange Shipping

  • Free if due to our error
  • Shipping difference may apply for preference-based exchanges

7. Order Cancellation

Orders may be cancelled free of charge before shipping.

For partial returns:

  • Original shipping fees are not refunded
  • If the order value falls below the free-shipping threshold (30 KWD), shipping fees may be deducted

8. Inspection Upon Delivery

Under Kuwait Consumer Protection Law, you may inspect your order before acceptance.

You may:

  • Open the package in the courier’s presence
  • Refuse delivery if damaged or incorrect
  • Take photos for documentation
  • Avoid signing if issues are found

9. Product Warranty

We guarantee that all products are:

  • Authentic and original
  • Properly sealed
  • Fresh with at least 3 months shelf life

Warranty Coverage

  • Manufacturing defects (30 days)
  • Quality issues throughout shelf life

Not covered:

  • Improper storage
  • Allergic reactions
  • Dissatisfaction with results

10. Restocking Fees

No restocking fees apply for:

  • Defective items
  • Incorrect orders
  • Shipping errors

A 10% restocking fee (max 5 KWD) may apply for personal-reason returns if opened but unused.

Contact Us

📧 info@hayat-organic.com
📱 +965 6555 6749

Hayat Organic reserves the right to amend this policy at any time.