Return and exchange policy

1. Return and Exchange Period

Eligible products, including perfumes, may be returned or exchanged within fourteen (14) days from the date of delivery, subject to the conditions set out in this policy.

2. Order Cancellation Policy

Customers may request to cancel an order before it has been prepared or handed over to the delivery company by contacting our customer service team.

If the order has already been shipped or is out for delivery, the cancellation may be treated as a return and may be subject to the return conditions and charges set out in this policy.

raghwaa.com may cancel an order in the following circumstances:

• The product or requested quantity is unavailable.
• There is a clear material error in the price or product information.
• The order or customer contact details cannot be confirmed.
• The payment transaction is unsuccessful.
• There are indications of fraudulent activity or an unlawful order.
• The customer does not respond to a request for data verification.
• Delivery is not possible for reasons beyond our reasonable control.

The customer will be notified of the cancellation using the contact information registered with the order.

Refunds for Cancelled Orders

If payment has been collected and Lamseti.com cancels the entire order, the full amount paid, including any delivery fee, will be refunded to the original payment method whenever possible.

3. Return and Exchange Conditions

For a product to be accepted for return or exchange:

• The request must be submitted within 14 days of delivery.
• The product must be unused and undamaged.
• The product must be in its original condition.
• The original packaging, seals, and protective wrapping must remain intact.
• All labels, tags, and accessories must be included.
• Any complimentary gifts or samples included with the product must be returned.
• The purchase invoice or order number must be provided.
• The product must not fall within an excluded category.
• The product must not have been improperly used or stored after delivery.

raghwaa.com reserves the right to inspect returned products before approving a return or exchange.

Initial acceptance of a return request or receipt of the product does not constitute final approval of the refund before the inspection is completed.

4. Products Excluded from Return

For health, hygiene, and safety reasons, the following products cannot be returned or exchanged unless they are defective, damaged, expired, or were supplied incorrectly:

• Cosmetics that have been opened or used.
• Opened skincare, body care, or haircare products.
• Personal care products or tools that have come into contact with the skin or hair.
• Products with a hygiene or security seal that has been removed.
• Customised or specially made products.
• Gift cards, vouchers, or electronic codes after use or activation.
• Products damaged through misuse.
• Products damaged by heat, humidity, or improper storage after delivery.
• Products with removed labels, identification numbers, or original packaging.
• Products altered or repaired by an unauthorised party.

Products are not automatically excluded from return merely because they were purchased during a promotion or sale. The same return conditions apply unless a clear legal exception applies.

5. Damaged, Defective, or Non-Conforming Products

Customers may request a replacement or refund without additional charges if they receive:

• A damaged product.
• An expired product.
• A product different from the one ordered.
• A quantity different from the quantity ordered.
• An incomplete product or one with a manufacturing defect.
• A product that leaked or broke during delivery.

Please notify our customer service team within 48 hours of delivery and provide:

• The order number.
• The product name.
• A clear description of the issue.
• Clear photographs of the product and external packaging.
• A photograph of the expiry date or batch number where necessary.

Reporting within 48 hours helps us investigate visible damage and delivery issues. It does not limit the customer’s rights regarding hidden or manufacturing defects discovered later under applicable law or warranty.

raghwaa.com will coordinate with the supplier or manufacturer where necessary, while all customer communication and assistance will remain with the raghwaa.com team.

6. How to Submit a Return or Exchange Request

To submit a request:

1. Contact our customer service team within the applicable period.
2. Provide the order number and registered contact information.
3. Identify the product and explain the reason for the return or exchange.
4. Provide photographs if the product is damaged or non-conforming.
5. Wait for confirmation and instructions regarding collection or delivery of the product.
6. Return the complete product with its packaging, accessories, and promotional gifts.

Please do not send or deliver any product before receiving confirmation from our customer service team.

7. Inspection of Returned Products

Once the product is received, our team will inspect it and review the request within no more than three (3) business days.

Following inspection, the customer will be informed of one of the following outcomes:

• Approval of the return and refund.
• Approval of the product exchange.
• A request for additional information.
• Rejection of the request, with an explanation.

If a return is rejected because the conditions have not been met, arrangements will be made to return the product to the customer, who may be responsible for the delivery charges.

8. Refund Amount and Delivery Charges

Customer-Initiated Returns

If the return is due to a change of mind:

• Only the price of the accepted product will be refunded.
• The original delivery fee is non-refundable.
• The customer may be responsible for the return collection charge.
• The customer will be informed of any applicable charge before collection.

Returns Resulting from an Error by raghwaa.com

If the product is damaged, defective, expired, or different from the product ordered:

• raghwaa.com will cover the return collection charge.
• The product will be replaced without additional charges, or the amount paid will be refunded.
• The delivery fee associated with the order will be refunded if the entire order is returned because of the error.

9. Refund Methods and Processing Times

The refund process will begin within two business days following final approval. The time required for the refund to appear may vary depending on the bank or payment provider.

Payment Method

Refund Method

Expected Time After Approval

K-NET

Original account or payment method

Up to 5 business days

Visa / Mastercard

Card used for the payment

7–10 business days

Electronic wallets or payment methods

Original payment method, where available

7–10 business days

Cash on Delivery

Bank transfer to an account in the customer’s name

Up to 7 business days

Store Credit

Added to the customer’s account with their consent

As confirmed by customer service

• We do not provide direct cash refunds for online orders.
• Bank account details may be required for Cash on Delivery refunds.
• The bank account must belong to the customer or order holder unless otherwise approved following verification.
• A refund will not be converted into store credit without the customer’s consent.
• Banks and payment providers may require additional time to display the refund after it has been issued by us.

10. Exchanges

Exchanges are subject to the availability of the requested replacement product.

If the replacement is unavailable, the customer may choose to:

• Receive a refund in accordance with this policy.
• Select another product and pay any applicable price difference.
• Receive store credit with their consent.

If the replacement product costs less, the price difference will be processed using an available refund method.

11. Gifts and Promotional Offers

If the order included a gift or complimentary sample associated with the returned product, it must also be returned in its original condition.

If the gift is not returned, its stated value may be deducted from the refund after notifying the customer.

If a promotion required purchasing a specific number of products or reaching a minimum order value, the order may be recalculated following the return according to the terms of the promotion displayed at the time of purchase.

12. Consumer Rights

This policy is not intended to exclude or limit any right granted to customers under the applicable laws and regulations of the State of Kuwait.

If any provision of this policy conflicts with a mandatory legal requirement, the mandatory legal requirement will apply.

13. Company and Contact Information

To request a cancellation, return, exchange, or refund, please contact us through:

Company: Providence Wholesale & Retail Trading Co. LLC — Kuwait.
Website: raghwaa.com
License Number: 2024/28967
Address: Shuwaikh Industrial Area, Block 2, Building 63, State of Kuwait
Phone: +965 66111611
WhatsApp: +965 66111611

Email: info@raghwaa.com

For faster assistance, please provide your order number, customer name, and the phone number registered with the order.