Refund policy

Return & Refund Policy

Welcome to Althenayan Honey. We are committed to providing premium-quality honey and food products. This policy is established in accordance with the applicable laws of the State of Kuwait, including Consumer Protection Law No. 39 of 2014 and its executive regulations.

1. Right of Return

Customers are entitled to request a return or exchange within 14 days from the date of purchase, provided the product meets the return eligibility conditions outlined below.

A valid invoice or proof of purchase is mandatory for all requests.

2. Eligible Cases for Return or Exchange

Returns or exchanges will only be accepted under the following circumstances:

  • The product is defective, damaged, or contaminated
  • The product delivered is incorrect or does not match the order
  • The product is unfit for human consumption at the time of delivery
  • The product is near expiry or expired upon delivery

3. Non-Returnable Items (Food Safety Compliance)

In line with food safety regulations and hygiene standards in Kuwait, the following items are strictly non-returnable and non-refundable:

  • Any opened or partially consumed food products
  • Any product with a broken or tampered seal
  • Products that were stored improperly after delivery
  • Perishable goods, unless a defect is reported at the time of delivery
  • Any item returned without original packaging and invoice

Special Note for Honey Products:

Due to the nature of honey as a consumable food product, returns are not accepted once the product has been opened, unless a manufacturing defect is verified.

4. Inspection at Delivery (Important)

Customers are strongly advised to inspect the products at the time of delivery.

  • Any visible damage, leakage, or incorrect item must be reported immediately to the delivery representative
  • Food-related complaints must be reported within 24 hours of delivery

Failure to report within this timeframe may result in rejection of the claim.

5. Return Approval Conditions

All returns are subject to inspection and approval by our quality team.

Althenayan Honey reserves the right to reject any return request if:

  • The product does not meet the eligibility criteria
  • The product shows signs of use, misuse, or mishandling
  • The request is made outside the allowed timeframe

6. Refund Policy

Once the returned product is received and approved:

  • Refunds will be processed via the original payment method only
  • Processing time: 5 to 14 working days
  • Delivery charges and service fees (if applicable) may be non-refundable

7. Exchange Policy

We offer exchanges under the following conditions:

  • Defective or damaged products
  • Incorrect items delivered

All exchanges are subject to product availability.

8. Return Process

To initiate a return or exchange request:

  1. Contact our customer support team via:
    • Email: sales@althenayanhoney.com.kw
    • Phone/WhatsApp: +965 1855888
  2. Provide:
    • Order number
    • Copy of invoice
    • Clear description of the issue
    • Supporting photos (if applicable)

Our team will respond with instructions for pickup or replacement.

9. Liability Disclaimer

Althenayan Honey shall not be held liable for:

  • Improper storage conditions after delivery (especially exposure to heat)
  • Natural changes in honey (such as crystallization), which do not affect quality
  • Delays caused by third-party logistics providers

10. Governing Authority

In case of disputes, customers may refer to:

Consumer Protection Department
Ministry of Commerce & Industry – State of Kuwait

11. Policy Updates

Althenayan Honey reserves the right to modify this policy at any time without prior notice. Updated versions will be published on our website.