Refund policy

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.

Effective Date: July 15, 2026

1. Return Eligibility

✅ 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 shelf life)
  • 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 of delivery, unopened and unused only)
  • Product no longer needed (must be in original condition with all original packaging)

2. Return Time Frame

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

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 (Kuwait Time)

Step 2: Provide Required Details

  • Order number
  • Product name and quantity
  • Reason for return
  • Photos of the defect, packaging condition, expiry date (if applicable), and original invoice

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, and estimated refund timeline.

Step 4: Return Shipping

Kuwait Customers: Pickup arranged from your address within 2–3 business days after approval. Return shipping is free if the issue is our fault; customer bears the cost for personal-reason returns.

GCC Customers: Ship using a trackable courier to our Kuwait address. Return shipping is reimbursed if the error is ours. Please retain your shipping receipt.

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

Credit/Debit Card & Online Payments

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

Bank Transfer

  • Refunded via bank transfer (IBAN required)
  • 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/variant, or an alternative product (subject to availability). Exchange shipping is free if due to our error; a 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 remaining order value falls below the free-shipping threshold of 20 KWD, shipping fees may be deducted from the refund

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, and take photos for documentation.

9. Product Warranty

We guarantee that all products are authentic, properly sealed, and fresh with at least 3 months of remaining shelf life.

  • Manufacturing defects: covered for 30 days
  • Quality issues: covered throughout the product's shelf life

Not covered: damage from improper storage, allergic reactions, or dissatisfaction with results.

10. Restocking Fees

No restocking fees apply for defective items, incorrect orders, or shipping errors.

A restocking fee of 10% (maximum 5 KWD) may apply for personal-reason returns on items that have been opened but are otherwise unused and in resalable condition.

Contact Us

Email: info@hayat-organic.com
WhatsApp: +965 6555 6749
Business Hours: Saturday–Thursday, 9:00 AM – 6:00 PM (Kuwait Time)

Hayat Organic for Foodstuff Retail Co. Rakan Tower, 3rd Floor, Fahad Al-Salem Street, Al-Qibla, Kuwait City, Kuwait

Hayat Organic reserves the right to amend this policy at any time. Changes will be posted on this page with an updated effective date.