Return and Refund Policy

1. Exchange and Return Policy

Due to the nature of bottled drinking water, exchanges or returns are only accepted for products that are delivered damaged or leaking.

Any request for an exchange or return must be made within 24 hours from the purchase date stated on the original invoice and must be supported by the original proof of purchase.

Kadhmah Water reserves the right to inspect the returned product before approving the exchange or refund. Products that are not damaged or leaking, or requests submitted after the 24-hour period, will not be eligible for exchange or return.

2. Original condition for drinking water

To remain in original, saleable condition, bottles must be unopened with seals intact, cartons or shrink packs must be complete, and the product must have been stored appropriately and within its expiry date.

An opened bottle or a carton with broken or missing seals generally cannot be returned as an ordinary change-of-mind return because it is no longer in its original condition. This does not limit rights relating to defective, damaged, expired, unsafe, misdescribed or incorrectly supplied products.

3. How to request a return

1. Contact Kadhmah at 1801044 or info@kadhmah.com.kw.
2. Provide the order number, purchase date, delivery address and reason for the request.
3. Keep the product available in its current condition until Kadhmah confirms collection or inspection arrangements.
4. Do not send or deliver products to an address unless Kadhmah has confirmed the return instructions.

4. Refunds

Kadhmah Water processes the refund within 24 hours.

The actual time for the funds to appear depends on the payment method and the customer's bank.

5. Order cancellation

Orders may be changed or cancelled only while they are in Preparing status. If you wish to make any changes or cancel your order, please contact our Customer Service team as soon as possible. Once the order status changes to Out for Delivery, it can no longer be modified or cancelled. If you no longer wish to receive the order, you may refuse delivery upon arrival.

6. Consumer complaints

We aim to resolve concerns directly and fairly. Customers may also exercise their right to contact the Consumer Protection and Commercial Control authorities at Kuwait’s Ministry of Commerce and Industry.