سياسة الاسترجاع

Motovile Effective date: 13 June 2026 Last updated: 13 June 2026

This Policy sets out your rights to return products and receive refunds, and how to exercise them. It is provided in accordance with Decree-Law No. 10 of 2026 Regulating Work in the Digital Commerce Sector and Law No. 39 of 2014 on Consumer Protection. Nothing in this Policy limits or removes any right you have under Kuwaiti law. Any term that attempts to waive your statutory rights is void.

1. Your 14-day right of return

You have the right to withdraw from your order and return or exchange a product within fourteen (14) days of receiving it. Where you return an eligible product, you will receive a full refund of the amount you paid, returned to your original payment method (or another method agreed with you), without any additional cost to you, provided the product is returned in its original condition.

To be eligible, the product must be:

  • Unused and unworn, in the same condition in which you received it
  • Complete, with all tags, accessories and free items included
  • In its original, undamaged packaging
  • Accompanied by the receipt or proof of purchase

2. How to start a return

Do not send any item back before contacting us. To start a return:

  1. Contact us at +965 6568 9317 (phone or WhatsApp) with your order number and the item(s) you wish to return.
  2. We will confirm your return and provide instructions on how and where to send the item.
  3. Returns are sent to: Shop 6, Street 33, Shuwaikh Industrial Area 3, Kuwait.

Items sent back to us without first requesting and receiving a return confirmation will not be accepted.

3. Items that cannot be returned

In line with Kuwaiti law, the right of return does not apply to the following:

  • Products that have been used or from which you have already benefited
  • Products made or customised to your specifications (special orders and personalised items)
  • Perishable goods or goods with a short shelf life
  • Sealed products that are not suitable for return for health or hygiene reasons once unsealed
  • Digital content or software once the download has been completed
  • Activation codes and digital top-up cards, whether or not they have been used

For precious metals or high-value commodities (where applicable, as defined by Ministerial decision), the return period is limited to 24 hours from the time of receipt.

If you are unsure whether your item is returnable, contact us before purchasing and we will gladly advise you.

4. Damaged, defective or incorrect items

Please inspect your order as soon as it arrives. If your item is defective, damaged, or not what you ordered, contact us immediately with your order number and a photo of the item.

For defective or non-conforming products, you are entitled under Law No. 39 of 2014 to have the product replaced or refunded at no cost to you. We will arrange collection or return of the item and resolve the matter promptly. This is in addition to, and does not affect, any manufacturer's warranty.

5. Exchanges

If you would like a different size or item, contact us with your order number and the item you need. If it is in stock, we will arrange the exchange. If it is not available, we will process a full refund. The fastest way to get exactly what you want is to return the original item and, once your return is confirmed, place a new order.

6. Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved. If approved, your refund will be issued automatically to your original payment method within 3 business days. Please note that your bank or card provider may take additional time to post the refund to your account.

If more than 14 business days have passed since your refund was approved and you have not received it, please contact us and we will investigate immediately.

7. Warranty

We will gladly help you warranty any items that you purchase from Motovile. All manufacturers and brands have different warranty processes and policies so timeframes can vary greatly. Please call or email so we can let you know what to do next. Sometimes items are repaired and if they cannot be fixed, we will credit you the amount that you paid for the item. We require a receipt to do any warranty work. If you purchase from us during the year and provide your phone number and name, we will have your receipt on file. If you purchase from us at a show or do not provide your information, it will be your responsibility to hold on to your receipt in case you need warranty. These warranty rights are in addition to your statutory rights as a consumer.

8. Dispute resolution

We aim to resolve every issue fairly and quickly. If you have any concern about an order, refund, return, or exchange, please contact us first so our support team can review the matter and provide a clear resolution.

Nothing in this policy limits any rights you may have under applicable consumer protection laws in Kuwait.

9. Contact

  • Phone / WhatsApp: +965 6568 9317
  • Address: Shop 6, Street 33, Shuwaikh Industrial Area 3, Kuwait
  • Email: info@motovile.com