Return & Replacement Policy

At Kuwa Supplements Qatar, we are committed to providing high-quality products and ensuring that every order reaches you in good condition.

Due to the nature of supplements, vitamins, medicines, wellness products, and other health-related products, returns or exchanges for change of mind, personal preference, or incorrect product selection are generally not accepted, except where required by applicable law.

If you receive a wrong, expired, damaged, defective, or otherwise non-conforming product, please contact us so that we can review the issue and provide an appropriate resolution in accordance with this policy and applicable Qatar consumer protection requirements.

1. Eligible Return, Replacement or Refund Cases

You may contact us if you receive:

Wrong Product

If you receive a product that is different from the product you ordered, please contact us for verification.

Once the issue is confirmed, Kuwa Supplements may arrange a replacement or another appropriate resolution.

Expired Product

If you receive a product that has passed its expiry date at the time of delivery, please contact us immediately with supporting information.

Following verification, we will arrange an appropriate resolution.

Damaged Product

If your order arrives damaged, please contact us as soon as possible and provide photographs or videos showing the condition of the product and packaging.

We will review the circumstances and, where the damage is attributable to handling, delivery, or another issue for which Kuwa Supplements is responsible, arrange an appropriate resolution.

Defective or Non-Conforming Product

If a product is defective or does not conform to the specifications or description applicable to your order, please contact our customer support team.

Following verification, Kuwa Supplements will provide an appropriate remedy in accordance with applicable law, which may include replacement, repair where applicable, or refund.

2. Reporting a Return or Replacement Request

We recommend that customers report any issue within 15 days of delivery so that we can investigate and resolve the matter as quickly as possible.

This 15-day reporting period is intended to facilitate prompt verification and resolution and does not limit any rights or remedies available to the customer under applicable Qatar law.

When contacting us, please provide:

• Order number

• Product name

• Description of the issue

• Photos or videos of the product and packaging, where applicable

• Photographs showing the batch number and expiry date, where applicable

• Copy of the invoice or proof of purchase, if requested

3. Verification Requirements

To process a request, Kuwa Supplements may ask for information or evidence necessary to verify the issue.

Depending on the nature of the request, this may include:

• Photographs or videos of the product

• Photographs of the outer packaging

• Product label and barcode

• Batch or lot number

• Expiry date

• Order number or invoice

• Details of the delivery condition

All requests are subject to verification before a replacement, refund, or other resolution is arranged.

4. Products That Are Generally Non-Returnable

For health, hygiene, safety, and product-integrity reasons, we generally do not accept returns or exchanges for products that have been:

• Opened or unsealed

• Used or consumed

• Tampered with

• Damaged after delivery due to improper handling or storage by the customer

• Incorrectly ordered by the customer

• Purchased due to a change of mind or personal preference

Products that require specific storage conditions, including temperature-sensitive products and certain medicines, may be subject to additional restrictions due to safety and product-integrity requirements.

However, these restrictions do not affect any rights or remedies that may apply where a product is wrong, defective, expired, damaged, unsafe, or otherwise non-conforming, subject to applicable law.

5. Promotional & Discounted Products

Promotional, discounted, or clearance products are generally subject to the same product-quality and consumer protection requirements as other products.

A promotional or discounted price does not, by itself, exclude a customer from applicable rights relating to defective, expired, damaged, unsafe, or non-conforming products.

6. Return & Replacement Process

Once we receive your request:

Step 1 – Contact Customer Support
Submit your request with your order number and relevant details.

Step 2 – Verification
Our team will review the request and may ask for photographs, videos, or additional information.

Step 3 – Resolution
If the request is approved, Kuwa Supplements will arrange the appropriate resolution, which may include:

• Replacement of the product

• Refund

• Repair, where applicable

• Another appropriate remedy in accordance with applicable law

Step 4 – Product Collection or Return

Depending on the nature of the issue, Kuwa Supplements or its delivery partner may arrange collection of the affected product.

Customers should not return products without first contacting customer support and receiving instructions from Kuwa Supplements.

7. Replacement Conditions

Where a replacement is approved:

• Replacement is subject to product availability.

• Kuwa Supplements will communicate the expected replacement timeline.

• Where the issue is attributable to Kuwa Supplements, the customer will not be charged additional delivery costs for the approved replacement.

• If the exact product is unavailable, Kuwa Supplements will provide an appropriate alternative resolution, subject to applicable law.

8. Refunds

Where a refund is approved, the refund will generally be processed to the original payment method used for the order.

Kuwa Supplements will initiate the refund within 7–10 business days after the refund has been approved, unless a different timeframe is required by the applicable payment provider or law.

The time required for the funds to appear in the customer's account may vary depending on the customer's bank, card issuer, or payment provider.

Where a return, replacement, or refund is required because of an error, defect, damage, expiry, or non-conformity attributable to Kuwa Supplements, applicable delivery or return costs will be handled in accordance with applicable law and the circumstances of the case.

9. Customer Responsibility for Product Storage

Customers are responsible for following the storage and handling instructions provided on the product packaging after delivery.

Kuwa Supplements may be unable to accept responsibility for damage, deterioration, or changes to a product resulting from improper storage or handling after delivery.

This does not affect any rights relating to products that were already defective, damaged, expired, unsafe, or improperly handled before or during delivery.

10. Medicines & Temperature-Sensitive Products

Due to safety, hygiene, storage, and product-integrity requirements, certain medicines and temperature-sensitive products may not be eligible for return once they have been delivered and accepted by the customer.

If such a product is received incorrectly, damaged, expired, defective, unsafe, or otherwise non-conforming, please contact us immediately so that the matter can be assessed and an appropriate resolution can be provided in accordance with applicable requirements.

11. Important Information

Kuwa Supplements reserves the right to verify all return, replacement, and refund requests before approving a resolution.

Nothing in this Return & Replacement Policy is intended to exclude, restrict, or waive any mandatory consumer rights or remedies available under the laws and regulations applicable in the State of Qatar.

12. Contact Us

For return, replacement, or refund requests, please contact our customer support team.

Email: support@getkuwa.com
WhatsApp: +974 71772729

Please include your order number, product details, description of the issue, and supporting photographs or videos where applicable.

Our customer support team will review your request and guide you through the next steps.