Return & Exchange Policy

1. Introduction

At Kayan International Plus (kayankw.com), we want you to be completely satisfied with your purchase. This Return & Exchange Policy explains when and how you can return or exchange a product, what condition it must be in, and how refunds are processed.

This policy applies to purchases made through our online store and is issued in accordance with Kuwait Consumer Protection Law No. 39 of 2014. Nothing in this policy limits your statutory rights as a consumer.

2. Return and Exchange Period

You may request a return or an exchange within 14 days from the date you receive your order.

Requests submitted after this period cannot be accepted, except where the product has a manufacturing defect covered by warranty. In that case, please refer to our Warranty Policy.

3. Condition Requirements

To be eligible for a return or exchange, the product must be:

  • Unused and in its original condition
  • In its complete original packaging, with the manufacturer's seal unbroken
  • Accompanied by all accessories, cables, adapters, manuals, and free promotional items included with it
  • Not activated, and not linked to any personal account (Apple ID, Google account, Samsung account, or similar)
  • Free from any scratches, marks, or physical damage
  • Accompanied by the original invoice or order number

Products returned without their original packaging, with missing items, or showing signs of use will not be accepted.

4. Changed Your Mind

If you simply changed your mind, you may return or exchange your purchase within 14 days, provided the product is still sealed and in its original condition as described in Section 3.

You have two options:

Visit one of our branches — Bring the product and your invoice to our branch in Farwaniya, Jahra, or Mangaf and we will process your exchange free of charge. Exchanges are subject to availability of the replacement product at the branch you visit; our team will confirm availability with you in advance if you contact us on WhatsApp before your visit.

Request a collection — We can send our representative to collect the product from you. In this case, a collection fee applies and will be confirmed with you before we arrange the pick-up.

5. If We Made a Mistake

If the product you received is faulty, damaged, incorrect, or missing items from your order, the return is entirely at our cost. You will not pay any collection or delivery charges.

Please contact us on WhatsApp at +965 5518 8136 within 48 hours of delivery with your order number and clear photographs of the product and its packaging. We will arrange a free collection and provide a replacement, an exchange, or a full refund, whichever you prefer.

6. Exchanging for a Different Product

You are welcome to exchange your purchase for a different product, provided the original item meets the condition requirements in Section 3.

  • If the new product costs more, you pay the difference.
  • If the new product costs less, the difference is refunded to your original payment method.
  • Exchanges are subject to stock availability at the time of your request.

Each order may be exchanged once. Products received as part of an exchange are not eligible for a further exchange unless they are found to be faulty.

7. Items That Cannot Be Returned or Exchanged

For hygiene, safety, and technical reasons, the following are not eligible for return or exchange unless they are faulty:

  • In-ear headphones and earbuds once the seal has been broken
  • Screen protectors and cases once opened or installed
  • Prepaid cards, gift cards, digital codes, and software licences
  • Products that have been activated or linked to a personal account
  • Products damaged by misuse, drops, liquid, or unauthorised repair
  • Products sold as clearance or final sale, where clearly marked as such at the time of purchase

This does not affect your rights in respect of a manufacturing defect, which are always honoured under our Warranty Policy and under Kuwait Consumer Protection Law.

8. How to Request a Return or Exchange

Step 1 — Contact us on WhatsApp at +965 5518 8136 or by email at info@kayankw.com within 14 days of receiving your order. Please provide your order number, the item concerned, and the reason for your request. If the product is faulty or incorrect, include clear photographs.

Step 2 — Our customer service team will confirm your eligibility and agree the method with you: collection by our representative, or a visit to one of our branches.

Step 3 — Return the product with its complete original packaging and your invoice.

Step 4 — Once we receive the product, our team will inspect it. Inspection is normally completed within 2 working days of receipt, and we will notify you of the outcome on WhatsApp.

9. Refunds

Approved refunds are issued to the original payment method used for the order. Refunds are processed within 3 to 5 working days of the return being approved, and are then credited according to the timelines of the relevant payment provider:

  • KNET — within 3 working days of processing
  • Visa / Mastercard — within 5 to 10 working days of processing, depending on your issuing bank
  • Instalment providers (Taly, Easy Buy) — processed by the provider in accordance with their own refund timelines, which we will confirm with you at the time of your request
  • Cash on Delivery — refunded in cash at the branch of your choice, or by bank transfer to an account held in the same name as the order. For bank transfers we will request your IBAN and a copy of your Civil ID to verify identity

Delivery charges already paid are non-refundable, except where the return is due to a fault, damage, or an error on our part, in which case they are refunded in full.

The time it takes for a refund to appear in your account after processing depends on your bank.

10. Purchases Made in Our Branches

This policy applies to orders placed through kayankw.com. Products purchased in person at one of our branches are subject to the return and exchange terms stated on your branch invoice.

11. Contact Us

For any question about a return, an exchange, or a refund:

WhatsApp: +965 5518 8136
Email: info@kayankw.com
Branches: Farwaniya · Jahra · Mangaf