Refund policy
At Dukkan Assima, we are committed to providing a clear and refined shopping experience built on product quality, accurate execution, and smooth customer service. This policy explains the terms of returns and exchanges according to the nature of our products and services, while observing the applicable regulations in the State of Kuwait.
This policy applies to orders within the State of Kuwait only.
1. Return and Exchange Period
Customers may request a return or exchange within 14 days from the date of receiving the order, provided that the product is eligible for return or exchange, remains in its original condition, has not been used or damaged, and is accompanied by proof of purchase or the order number.
For online orders, Dukkan Assima uses the delivery date as the start of the return and exchange period to provide a smoother customer experience.
2. Conditions for Return or Exchange
To accept a return or exchange request, the following conditions must be met:
- The product must be in its original condition.
- The product must not be used, washed, or damaged.
- The product must be returnable to its original packaging.
- The customer must provide the order number or proof of purchase.
- The request must be submitted within the stated period.
- The product must not be printed or custom-made specifically for the customer, unless there is a defect or an error from Dukkan Assima.
If the packaging has been opened, the request may only be considered if the product is unused and can be returned to its original condition and packaging.
3. Print-on-Demand Products
Print-on-demand products, including T-shirts, caps, mugs, or any product produced based on the customer’s selection or custom design, cannot be returned, cancelled, or refunded once production or printing has started.
Exceptions may apply in the following cases:
- A clear defect in the product.
- The product is different from the approved order.
- Incorrect size, color, or design caused by Dukkan Assima.
- A printing error that is not related to a file or image provided by the customer.
In such cases, Dukkan Assima will handle the issue through exchange, reprinting, or cash refund depending on the customer’s preference and the nature of the case.
4. Dukkan Assima Designs
Products featuring Dukkan Assima’s own designs are carefully created to reflect the identity and vision of the store.
If the product features a Dukkan Assima design and is not based on a custom design provided by the customer, a size exchange request may be considered, provided that the product is unused and in its original condition.
However, if the product was printed specifically based on the customer’s order or selection, and the reason for exchange is an incorrect size chosen by the customer, the customer may be responsible for the cost of exchange, reprinting, or delivery depending on the case.
5. Customer Custom Designs
When a customer requests a custom design or uploads an image to be used on a printed product, Dukkan Assima will contact the customer to approve the design whenever possible before printing.
Once the design is approved or work has started, the order cannot be cancelled or refunded, as the work is carried out based on the customer’s request.
If the image or file uploaded by the customer is not suitable for printing, the customer will be informed before production, and printing will not proceed using an unsuitable image or file unless the matter is clarified and a suitable alternative is approved.
6. Selected Products from Other Stores
Dukkan Assima features selected products from other stores and projects that align with our vision, with the aim of supporting and promoting them professionally.
When these products are purchased through Dukkan Assima, they are subject to Dukkan Assima’s Return and Refund Policy, unless a different policy is clearly stated on the product page.
If the product arrives damaged or different from the order, Dukkan Assima will handle the matter directly with the customer and provide a suitable solution.
7. Creative Services
Creative services at Dukkan Assima include, but are not limited to:
- Visual identity design.
- Website and online store design.
- Social media account management.
- Product photography.
- Advertising post design.
- T-shirt design.
- Print-on-demand services.
Once work on a service has started, the amount paid may not be fully or partially refundable depending on the nature of the service and the stage of execution.
For example, if we have started managing an account, designing, preparing files, or executing printing, the amount paid cannot be refunded after work has begun.
The number of revisions, delivery timeline, and final deliverables are subject to the agreement with the customer before the service begins.
After the final design is approved, files are delivered, or the service is completed, refunds are not available unless there is a clear error from Dukkan Assima, in which case the matter will be handled according to the nature of the service.
8. Damaged or Incorrect Products
Customers must inspect the order upon delivery.
If the product arrives damaged, defective, or different from the order, the customer must contact us upon receipt or as soon as the issue is noticed, and provide:
- Order number.
- Clear photo of the product.
- Photo showing the defect, damage, or error.
- Brief explanation of the issue.
After reviewing the case, Dukkan Assima will provide a suitable solution based on the customer’s request and the nature of the issue, which may include exchange, reprinting, or cash refund.
9. Color Variation
Slight color differences may occur between what appears on a device screen and the final printed product due to screen settings, material type, and printing method.
Minor color variation is not considered a product defect, unless the difference is significant, clear, or caused by an error from Dukkan Assima.
10. Delivery Fees
Delivery fees are non-refundable unless the return or exchange is due to an error from Dukkan Assima or a defect in the product.
If the return or exchange is requested due to the customer’s preference or incorrect selection, the customer is responsible for any return pickup or delivery fees through the delivery company.
If the error is from Dukkan Assima, we will cover the delivery and exchange fees.
11. Refund Method
If the refund is approved, the amount will be refunded in cash through the original payment method used for the order, via our approved payment provider such as Tap Payments.
The amount may take 5 to 30 business days to appear in the customer’s account, depending on the bank or payment provider.
Dukkan Assima does not currently provide store credit as a refund option.
12. How to Request a Return or Exchange
To request a return or exchange, please contact us by email:
Please include your order number, reason for the request, and photos when needed.
13. General Terms
Dukkan Assima reserves the right to review each case individually according to the store policy, the nature of the product or service, and the applicable regulations in the State of Kuwait.
If there is any conflict between this policy and any mandatory requirements issued by the competent authorities in the State of Kuwait, the applicable mandatory requirements shall prevail.
Dukkan Assima… committed to delivering an experience that matches what you deserve.