Returns Policy

  • What is your policy on returns?

    We understand that you may occasionally wish to return your purchases. We'll be happy to help you with the process.

    We do not accept:

    - Products damaged by misuse or showing signs of wear, even if they are still under warranty.

    - Products that have been used, altered, assembled or installed, unless they are defective.

    - Lingerie, jewellery, disposable items such as nappies, or nursing and maternity products like bottle warmers, if their packaging has been opened. Of course, we will take back defective products.

    - Toiletries and perfumes.

    - Bedding, mattresses, bath products, kids' products, pillows, sheets, comforters, bed-in-a-bag, duvets, duvet covers, memory foam, towels and bathrobes that have been removed from their packaging.

    - Products that have already been assembled, unless there is a manufacturing defect. We reserve the right to check for defects and will repair or replace the defective products at our discretion.

    - Products you wish to exchange for a different colour or size. (We currently do not offer an exchange service which means that you will need to return the product first and purchase what you wish instead).

    Please return your non-furniture products in their original packaging, within 14 days of delivery. Double-check that you've included the original invoice, all the accessories, promotional gifts and warranty cards that came with your order.

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  • What if I want to return a product that was part of a Buy 1 Get 1 Free offer or a Bundle promo?

    If you want to return part of such an order, call Customer Service or return the product to store. Please note, you will only be able to place an online return request if you're returning the entire order.

    If you paid by card, here's how your refund works:
    Once we receive the return, we will issue your refund to your Credit Card or bank account as the case may be.

    If you’ve paid by Knet, you’ll receive a refund to My Credit in your account (if you're a registered user) or a Return Voucher (if you're a guest user).

    If you paid by cash, here's how your refund works:
    - If you return your order by calling Customer Support, you can ask for a bank transfer, a refund to My Credit in your account (if you're a registered user) or a Return Voucher (if you're a guest user).
    - If you return to a store, you can request a Credit Note or a refund to My Credit in your account.
    - If you place an online return request, you’ll receive a refund to My Credit in your account (if you're a registered user) or a Return Voucher (if you're a guest user).
     

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  • What if I want to return part of an order that came with a voucher?

    Whether you return your order partially or fully, your voucher will be cancelled. You will however, receive a refund for your return.

    If you've already spent your voucher, the value of the voucher will be deducted from your refund.

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  • My original order was KWD 9 or more, so I qualified for free shipping. Do I still get free shipping if I return part of my order?

    Sorry, you'll lose out on the free shipping benefit if your total order value drops below KWD 9 when you return part of your order. The shipping charge will be deducted from your refund.

    Of course, if you're returning the item because it was defective or sent to you incorrectly, you'll still enjoy free shipping.

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  • Can I exchange my purchase for another product?

    You'll be able to return a Shoemart product to a Centrepoint store, and use your cash refund or Credit Note to buy a new product right away.  However, you'll only receive a cash refund if you'd paid for your order by cash. 

    Your Credit Note will be valid for 6 months from the date of issue and can be used online or in-store. 

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  • If I pay for my order with a Credit or Debit Card, how long will it take to process my refund?

    If you've paid by Credit or Debit Card, here's how long it will take:
    1. 2-3 business days to receive your returned items.
    2. 2 business days to perform a quality check and issue the refund.

    Your bank or card issuer may take an additional 4-15 business days to process the transaction.

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  • I paid for my order by Cash on Delivery. Can I return the products and get a cash refund?

    Here’s how it works: 

    Return to store – If you pay by cash and then return a product to a Centrepoint store, we'll give you a cash refund. You can also opt for a Credit Note that you can spend online or in-store, or a refund to My Credit in your account. 

    Call for a pickup – You can ask Customer Support to transfer your refund to your bank account, or opt for refund to My Credit in your account. Guest users can opt for a Return Voucher. 

    Online return – We’re sorry, we won’t be able to offer you a cash refund or a bank transfer.  You'll receive a refund to My Credit in your account, while guest users will get a Return Voucher.

    Credit Notes and Return Vouchers are single-use vouchers valid for 6 months from the date of issue, which can be redeemed against your Shoemart purchases online or in-store.

    My Credit refunds go to the My Credit section in your account and can be used to shop any of our online brands.
     

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  • What is My Credit?

    If you pay for a product by cash and return it, we’ll refund your amount to My Credit under My Account. You can use this refund to shop anything online.

    Refunds for products you've shopped with Shukrans, Gift Cards or vouchers will also go to your My Credit balance in your account. 

    Please note, we’ll only credit your refund to My Credit if you’re a registered user with an online shopping account for Shoemartstores.com. Guest users will receive a Return Voucher that they can use to shop in-store or online. Your Return Voucher will be valid for 6 months on purchases of the same brand. 

    You will not be able to use your My Credit balance to pay your Shipping or Cash on Delivery charges.

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  • I paid for an order using My Credit balance and then cancelled the order. What happens to my balance?

    Your amount will once again be refunded to My Credit and your My Credit balance will be updated in your account. 

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  • I paid for an order using only a Return Voucher, and then cancelled the order. Can I use the Return Voucher again?

    Sure. You can use the Return Voucher again after an email confirmation from us.

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  • I paid for part of my order using My Credit balance or a Return Voucher and requested to pay the balance using Cash on Delivery. I cancelled the order before it arrived. How will my refund be processed?

    If you're a registered user, that is, if you've created an online shopping account with us, you'll receive a refund for the same amount to My Credit in your account. You can then use your My Credit balance to shop online. 

    If you're a guest user, we will issue a fresh Return Voucher for the same amount as your existing one. Your new Return Voucher will be valid for 6 months from the date of issue, and you can use it to shop for Shoemart products online and in stores. 

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  • I paid for part of my order using My Credit balance or Return Voucher and the rest with my Credit Card or Debit Card and then cancelled the order before it was dispatched. How is my refund processed?

    We'll credit back the balance you spent to My Credit in your account. If you're a guest user, we'll issue a fresh Return Voucher for the same value as your existing Return Voucher, valid for 6 months from the date of issue. 

    The rest of your payment will be refunded to your Credit Card or bank account, depending on your payment method. 

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  • I paid for part of my order using either My Credit Balance or Return Voucher and the rest of it with a Credit Card or Debit Card. I want to return the entire order now. How is my refund processed?

    No problem. After we verify your returns, we'll credit back the balance you spent to My Credit in your account. 

    If you're a guest user, we'll issue a fresh Return Voucher for the same value as your existing Return Voucher, valid for 6 months from the date of issue.  

    The remaining amount will be refunded to your Credit Card or bank account.

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  • I paid for an order using a Return Voucher or My Credit balance as well as a Knet payment. I want to return the entire order now. How is my refund processed?

    No problem. We'll verify your returns and issue a return to My Credit in your account (if you're a registered user) or email you a fresh Return Voucher (if you're a guest user). This refund will cover the value of both your old Return Voucher and your Knet spend. 

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  • I paid for an order using a Return Voucher and a Credit or Debit Card, but I want to return a part of my order. How is my refund processed?

    If you want to return a part of your order, we will issue a new Return Voucher, or a refund to My Credit (if you’re a registered user). The rest of the amount will be refunded to your Credit or Debit Card. This could work in two ways: 

    If the value of the return is higher than the value of the voucher: 
    Imagine an order with three products worth KWD 2 each, having a total value of KWD 6. The order was paid for with a Return Voucher or your My Credit balance worth KWD 3 as well a Credit or Debit Card. If you return two products, your refund of KWD 4 will be split between a Return Voucher (or My Credit balance if you’re a registered user) worth KWD 3 and a Credit or Debit Card refund worth KWD 1. 

    If the value of the return is lower than the value of the voucher: 
    Consider an order with three products of KWD 2 each, having a total value of KWD 6. The order was partly paid for using a Return Voucher or your My Credit balance worth KWD 3 and the rest of the amount was paid by Credit or Debit Card. If you return one product, you will receive a new Return Voucher (or My Credit balance if you’re a registered user) worth the value of one product, or KWD 2 in this case.

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  • I’ve just returned my Cash on Delivery order. Will my Cash on Delivery charge be refunded?

    Your Cash on Delivery charge is the additional KWD 1 that you pay on a Cash on Delivery order – over and above the product costs and shipping charges. It will only be refunded if:
    1.    You’ve returned the entire order and not just a few products from it.
    2.    You’re returning the product because:
    -       You received the wrong product.
    -       It was damaged.
    -       It did not match the description on the site.
     
    Please note, your Cash on Delivery charge will not be refunded if you’ve returned your products for any other reason, such as ordering the wrong size.

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  • If I return a product to store, can I receive my refund partly in cash, and the remaining as a Credit Note?

    No, we're sorry, you will not be able to split your refund in any way.   
    If you've paid by cash, you can opt for a cash refund, a Credit Note or a refund to My Credit in your account. 

    If you've paid by card, you'll receive a refund to your card or a Credit Note. 

    Your Credit Note will be valid for 6 months from the date of issue, and you can use it to shop for Shoemart products online or in-store. 

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  • What is a Credit Note and how is it different from a Return Voucher?

    When you return a product to one of our stores, you can choose to receive your refund as a Credit Note. This Credit Note can be used to shop any Shoemart product online or in-store. 

    If you pay using Cash on Delivery and then return your product either by initiating a request online or by arranging a pick-up, you'll receive your refund to My Credit in your account or in the form of a Return Voucher (if you're a guest user). 

    Both Credit Notes and Return Vouchers are valid for 6 months from the date of issue and must be spent in a single transaction. 

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  • Where can I spend my Credit Note?

    When you return a product to one of our stores, you can choose to receive your refund as a Credit Note. This Credit Note can be used to shop any Shoemart product online or in-store. 

    Your Credit Note will be valid for 6 months from the date of issue.

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  • If I return a product that I bought with a Return Voucher to a store, how is my refund processed?

    We'll first check your products. Once that's done, you can opt either for a Credit Note, or a refund to My Credit in your account. 

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  • If I buy a product partly with cash and partly with My Credit balance, a Return Voucher or a Credit Note, and then return it to store, how is my refund calculated?

    For your cash payment, you will receive a cash refund. The amount that you've paid using your My Credit balance, Return Voucher or Credit Note will be returned to you either as fresh Credit Note or refunded to My Credit in your account (if you're a registered user).

    You can also opt to receive your full refund as a Credit Note.

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  • I bought a product by paying Cash on Delivery and returned it to store in exchange for a Credit Note, which I then spent on new purchases. If I return these new products I bought to a store, can I receive a cash refund?

    No, we're sorry, we offer cash refunds only when you return a product bought by Cash on Delivery, to a store. Since your second purchase was made with a Credit Note, it is no longer eligible for a cash refund on return.

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  • If I paid for my order with Shukrans and then returned it to store, how is my refund processed?

    When you return a product to a store, the Shukrans you've spent will be credited back to your Shukran account.

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  • If I decide I don't want my order when it's being delivered, can I return it directly to your delivery partner?

    Yes, you can return your order at the time of delivery.

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  • I have other questions about returns, refunds and cancellations. Who can I call?

    Our Customer Support team is here 24/7 to answer your questions. Call us on 18-00-871.

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