Return Policy

1. General Rules

  1. Return policies may vary among sellers. Please be sure to read each seller's return policy before making a purchase.
  2. Authorized sellers (companies and institutions) are bound by the return policy outlined in the commercial laws of Kuwait.
  3. Sellers in the category of home businesses and individuals determine their own return policy.
  4. If an order arrives with an error on the part of the seller, or if the products have a defect, flaw, or do not match the specifications, the seller must accept the return and bear the shipping costs. (with exception of Custom-made and personalized items)
  5. In the absence of a seller-provided return policy, the following conditions apply:
    1. The consumer has the right to exchange or return products and receive a full refund within fourteen days from the date of purchase, with the seller bearing the shipping costs (return shipping is free).
    2. If the reason for the exchange is related to sizing, the buyer must exercise the right to exchange or return within a period not exceeding five days. If an alternative size is not available, the consumer has the right to directly choose a refund, provided that the sizing choice is proven on the purchase invoice/Order (applicable only on Apparels).
    3. If the order arrives with an error on the part of the seller, or if the products have a defect, flaw, or do not match the specifications, the seller must accept the return and bear the shipping costs.
    4. Returned products must be in good condition and suitable for resale and display. If the products - due to their nature or the way they are packaged or wrapped - cannot be returned as they were at the time of purchase or cannot be displayed for sale again, the seller has the right to refuse the return or exchange unless there is a manufacturing defect that was not apparent at the time of purchase, unless the buyer was informed of the manufacturing defect and accepted it.
    5. Exemptions:

2. Customized and Custom made Products:

  1. Custom Made Products: Created entirely from scratch based on the customer's unique specifications and requirements. There is no pre-existing product that is simply being altered.
  2. Personalized Products: Modifying or personalizing an existing product or service to meet the customer's preferences or needs. The base product or service already exists, and changes are made to it.
  3. In Case of Custom-made products, buyers must submit a ticket explaining the issue, providing relevant documents in which Artelio will investigate and mediate between the buyers and the vendor, in general, returns should meet the following conditions:
    1. Manufacturing defects: If the product arrives damaged or is significantly different from what the customer ordered (high margin difference in size, color, etc.).
    2. Time limit for reporting issues: Issue must be reported within 2 days following the arrival of the products.
    3. Proof: buyers are required to provide proof of purchase/ order number. Note that we will not investigate orders and/or agreements between buyers/sellers outside of our site services.
    4. Return shipping: seller will bear any return shipping, either shipping was done by Artelio or by himself, unless agreed otherwise between the two parties.
  4. In case of customization/personalization:
    1. Errors in personalization: If the customization is incorrect (e.g., wrong name engraved), the vendor must offer a free replacement. Except if both parties reached agreement on another solution.
    2. Return shipping: seller will bear any return shipping.
  5. In all cases Artelio will not levy any shipping Cost if:
    1. Shipping is done by the vendor.
    2. In the event of a return which is not based on any alleged breach of Seller’s obligations.