Exchange and Return Policy

You have the right to request an exchange or a return in accordance with the periods, conditions and requirements prescribed by law, and as appropriate to the nature of each product.

A request is accepted only if:

• The product is unused and in its original condition.
• The container, the packaging and any accessories are in their original condition.
• An invoice or proof of purchase is provided.
• The request is made within the period prescribed by law for that type of product.
• The product is not one of those excluded from exchange or return under the laws and decisions in force.

Given the nature of fragrance products, requests to exchange or return them are subject to the requirements and periods prescribed for them under the regulations and decisions in force in Kuwait.

The product must be unused and in its original condition, and its container, packaging and contents must be preserved.

If you receive a product with a fault, or a product that is not the one you ordered, please contact Derwaza customer service as soon as possible, giving us the order number and photographs of the product where needed.

We will check the case and take the appropriate action in line with consumer rights and the regulations in force.

A product is not accepted for return or exchange after it has been used, or if its original condition has changed, except in the cases where the law gives you the right to an exchange or a return because the product is faulty or does not match the order.

When a return is accepted, we return the value of the product through our approved refund method and process, in line with the regulations in force.

How long the refunded amount takes to appear may differ depending on the payment method and on the bank or payment service provider.

Delivery charges tied to exchange and return requests are handled according to the reason for the request and the regulations in force. Derwaza bears responsibility where the error is ours, such as sending a product that does not match the order, or a fault that makes this warranted.

To request an exchange or a return, please contact Derwaza customer service and give us the order number, the product details and the reason for the request.

Our team will review the request and guide you through the steps.

Nothing in the provisions of this policy is intended to detract from the rights granted to the consumer under the Consumer Protection Law and the decisions and regulations in force in Kuwait.

Where any clause of this policy conflicts with the provisions of binding laws and decisions, the legal provisions in force take precedence.