Refund & Returns Policy

Refund & Returns Policy

At AlNasaem Cosmetics, your satisfaction is our priority. This policy is in accordance with the Kuwait Ministry of Commerce and Industry (MOCI) regulations and Kuwait Consumer Protection Law No. 39 of 2014.

1. Your Right to Return

Under Kuwait MOCI regulations, you have the right to return a product and request a refund or exchange if the product is:

• Defective or damaged upon receipt
• Not as described or advertised
• Different from what was ordered
• Expired or past its shelf life at the time of delivery

2. Return Timeframe

In accordance with the Kuwait Ministry of Commerce and Industry, consumers have the right to replace or return a commodity within 14 days from the date of purchase as fixed in the invoice. The product must be in its original condition at the time of return.

3. Conditions for Return

To be eligible for a return, the following conditions must be met:

• The product must be unused and in its original condition
• The product must be in its original packaging with all tags, seals, and accessories intact
• Proof of purchase (order confirmation or receipt) must be provided

4. Non-Returnable & Special-Condition Items

As per Kuwait MOCI regulations, the following items are subject to a 1-day return/replacement window (with the return/replacement option stated on the purchase invoice), and only if in original condition:

• Hair extensions: Hair extensions are non-refundable and non-exchangeable once purchased, due to hygiene and personal-use considerations.
• Fragrances and perfumes
• Items that come in contact with the skin (e.g., swimwear, underwear)
• Evening and wedding attire
• Jewelry, watches, and eyewear

The following items cannot be returned or exchanged unless defective:

• Opened or used cosmetics, skincare, and haircare products
• Products with broken seals
• Intimate care products

5. Refund Process

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved:

• Original payment method: Refunds will be processed back to your original payment method within 5–10 business days
• Store credit: Alternatively, you may opt for store credit, which will be applied immediately

6. Exchange Policy

If you wish to exchange a product for a different item or variant, please contact us within 14 days of receipt. Exchanges are subject to product availability. If the replacement item is of a higher value, the difference must be paid. If lower, the difference will be refunded.

7. Defective or Damaged Products

If you receive a defective or damaged product, please contact us immediately with photos of the item and packaging. We will arrange a replacement or full refund at no additional cost to you, in accordance with your rights under Kuwait Consumer Protection Law.

8. How to Initiate a Return

To start a return or exchange, please contact us through one of the following:

• 📧 Email: info@alnasaem.com
• 📞 Phone: +965 22289500
• 📍 Visit us: Salmiya - Block 4 – Salem Al Mubarak Street – Dana Center – Entrance B - Floor 5, Kuwait

Please include your order number, the item(s) you wish to return, and the reason for the return.

9. Consumer Complaints

If you feel your consumer rights have not been respected, you have the right to file a complaint directly with the Kuwait Ministry of Commerce and Industry (MOCI). We are fully committed to complying with all applicable consumer protection regulations.

10. Governing Law

This policy is governed by the Kuwait Consumer Protection Law No. 39 of 2014 and MOCI regulations. In the event of any dispute, the competent courts of Kuwait shall have jurisdiction.