Returns and Refund Policy

You may return or exchange an item within 14 days from the date of purchase. The purchase date is the date shown on your order confirmation.

Your request must reach us inside those 14 days. Once the request is registered, we will arrange collection or advise you how to send the item back, even if the collection itself falls a few days later.

To be accepted, an item must come back to us:

• unused and unopened, with its seal, cellophane and security sticker intact;
• in its original box and packaging, with any inserts, caps, reeds, dust bags or gift boxes;
• with all free gifts or bundle items that came with it;
• with proof of purchase — your order number is enough.

Fragrance is a personal and hygienic product. Once a bottle is unsealed or sprayed, or a candle, diffuser, bukhoor or body product is opened, we can no longer accept it back unless it is faulty.

• Opened or used fragrances, body and hair products, candles, bukhoor and diffusers.
• Personalised, engraved or custom-blended items.
• Gift cards and e-vouchers.
• Free gifts, samples and giveaway items received at no charge.
• Items damaged after delivery through accident, misuse or incorrect storage.

This does not affect your rights where an item is faulty, damaged in transit or not what you ordered — those cases are covered below.

Three ways, whichever suits you:

• Message us on WhatsApp at +965 5656 5601.
• E-mail hello.kw@cs.mubkhar.com.
• Reply to your order confirmation e-mail.

Please include your order number, the item you want to return or exchange, the reason, and a photo if the item arrived damaged. We answer within one working day and confirm the next step in writing.

We arrange collection from your address, or you can hand the parcel to our courier partner — we will confirm which applies to your order.

• If the item is faulty, damaged or not what you ordered, collection is free and we cover every shipping cost in both directions.
• If you simply changed your mind, the collection cost may be deducted from your refund. The amount is confirmed to you before we collect.

Original delivery charges are refunded only when the return is our fault.

Once your item reaches us it is inspected within 1–2 working days. We then send you a written confirmation that your return is approved.

Approved refunds are paid within 3 to 5 working days of that approval, to the original payment method:

• Card payments (KNET, mada, Visa, Mastercard, Apple Pay) — refunded to the same card or account.
• Cash on delivery — refunded by bank transfer. We will ask you for the account holder's name and IBAN.

Your bank may need a further few days to show the amount on your statement. That period sits with the bank and is outside our control.

An exchange follows the same 14-day window and the same condition rules. Tell us what you would like instead and we will reserve it while your return is on its way.

• If the new item costs more, we will send you a secure link to pay the difference.
• If it costs less, the difference is refunded within the same 3 to 5 working days.
• If the item you want is out of stock, you can choose an alternative or take a refund.

Please check your order on arrival. If something is broken, leaking, faulty or simply not what you ordered, contact us within 48 hours of delivery with your order number and a photo.

We will collect the item at our cost and, as you prefer, send a replacement or refund you in full — including all delivery charges. Nothing in this policy limits your rights under the consumer protection law of the State of Kuwait.

You can cancel free of charge at any point before your order is handed to the courier — just message us. If the parcel has already left us, treat it as a return: refuse the delivery or accept it and start a return within 14 days.

This policy covers orders placed on kw.mubkhar.com. Items bought in a Mubkhar retail store are handled by that store under its own terms, so please bring your receipt to the branch where you bought them.