Return and Refund Policy

1. Fourteen-day return period

A customer may request an exchange or return within 14 days from the purchase date shown on the invoice, provided the product remains in its original condition. Proof of purchase is required.

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. Damaged, defective or incorrect orders

If an order arrives damaged, unsealed, expired, unsafe, incomplete, incorrect or materially different from its description, contact Kadhmah promptly. We may request the order number, invoice and photographs so we can investigate quickly.

Where the claim is valid, the customer may receive an appropriate replacement, exchange or refund in accordance with applicable Kuwait law.

4. 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.

5. Refunds

Once a refund is approved, Kadhmah will process it without unreasonable delay using the original payment method, unless another lawful method is agreed with the customer. The time for the amount to appear may depend on the payment provider or bank.

Where Kadhmah supplied a defective, damaged, expired, incorrect or misdescribed product, the customer will not be charged for the approved return or replacement.

6. Order cancellation

To request cancellation, contact Kadhmah as soon as possible. An order may be cancelled before dispatch. If it has already been dispatched or delivered, the return rules above apply.

7. 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.