Refund and Returns Policy

Exchange & Return Policy

This policy sets out the terms for exchanging or returning products purchased from gallerykhat.com or from the branches of Khat Gallery Company for Retail Sale of Gifts and Luxuries W.L.L., Commercial Registration No. 467553, State of Kuwait (“Khat Gallery”, “we”, “us” or “our”).

Nothing in this policy limits any consumer right that applies under the laws and regulations of the State of Kuwait.

1. Exchange or Return Period

You may request an exchange or return within 14 days of receiving an online order, or from the date of purchase for an in-store purchase. Requests received after this period will not be accepted unless the product is defective, we made an error in preparing or shipping the order, or applicable law requires otherwise.

2. Conditions for Exchange or Return

An exchange or return may be accepted where the following conditions are met:

The product is in its original condition and has not been used, damaged or altered.
The product is returned with all accessories and, where applicable, its original packaging.
You provide the invoice or order number and the phone number used for the purchase or order.

We may decline a request where these conditions are not met, except where the request relates to a defect, an error by us, or a right that cannot lawfully be excluded.

3. Products Not Eligible for Exchange or Return

The following are not eligible for exchange or return unless the product is defective or Khat Gallery made an error in preparing or shipping the order:

Perfumes, soaps and products that have been opened, used, or whose hygiene or personal-use integrity has been affected.
Customised or made-to-order products, including personalised Wall Art pieces.
Products sold as final clearance, or clearly identified as non-returnable.
Gift cards and gift vouchers.

4. Starting a Request

Please contact us before sending back a product:

Email: shop@gallerykhat.com
WhatsApp: +965 9499 2328

After prior arrangement, products may also be delivered to a Khat Gallery branch in Kuwait. We may ask for product photos or further information to assess the request before arranging collection or return.

5. Return Costs

In normal circumstances, the customer is responsible for return shipping or delivery costs. If a product is defective or Khat Gallery made an error in preparing or shipping the order, Khat Gallery will bear the reasonable cost of return or replacement.

6. Refunds and Exchanges

Once we receive, inspect and approve the returned product:

Exchange: We will arrange an exchange for a similar or alternative available product, with any price difference settled as applicable.
Refund: We will issue a refund for the accepted returned product to the original payment method, where possible, within no more than 14 business days of approval. Your payment provider may require additional time for the amount to appear in your account.

Original shipping or delivery charges, if any, are not refundable unless the return is due to a defective product, an error by Khat Gallery, or applicable law requires otherwise.

7. Defective or Incorrect Orders

If an item arrives damaged, defective or different from your order, please contact us within a reasonable time after delivery with your order number and clear photos of the product and packaging. We will review the case and arrange a replacement, refund or other appropriate remedy in accordance with applicable law.