1. Return Policy
At kikisouq.com, we want you to be completely satisfied with your purchase. If you need to return an item, please review our guidelines below:
Return Window & Eligibility
• 7-Day Window: You have 7 calendar days from the date of delivery to initiate a return.
• Condition: To be eligible, the item must be unused, unaltered, in its original condition, and in its original packaging.
• Completeness: The return must include all original accessories, tags, and valid proof of purchase (invoice or receipt).
• Defective/Damaged Items: If you receive a defective or damaged product, you must provide photographic or video evidence when initiating your request.
Collection & Fees
• Courier Collection: Once your return request is approved, we will arrange for our delivery team to collect the item from you. A processing fee of up to QR 15 applies for non-defective returns (you will be informed of the exact fee beforehand).
• Warehouse Drop-off: Alternatively, customers can choose to return the product directly to our warehouse to receive a full refund with zero processing charges.
How to Initiate a Return
Please contact our support team with your order number and proof of purchase via:
• Call / WhatsApp: +974 70345228
• Email: info@kikisouq.com
2. Exchange Policy
Need a different size, color, or item? We are happy to help you exchange your purchase within our standard timeframe.
Guidelines & Fees
• 7-Day Window: Exchange requests must be submitted within 7 days of receiving your delivery.
• Availability: All exchanges are subject to current stock availability. If the requested item is out of stock, a refund or alternative solution will be offered.
• Exchange Fee: A standard exchange delivery fee of up to QR 15 will apply to cover logistics.
3. Refund Policy
Once your return is received at our facility, it will undergo a standard inspection process to ensure it meets our return eligibility criteria.
Process & Timeline
• Status Notification: We will notify you via email or WhatsApp once we receive and inspect your returned item to confirm whether your refund has been approved or rejected.
• Payment Method: If approved, your refund will be automatically processed and issued to your original payment method within 10 business days.
• Delayed Refunds: Bank processing times can vary. If more than 15 business days have passed since your refund approval notice and you have not received it, please contact us immediately at info@kikisouq.com.
Exclusions & Non-Refundable Fees
• Logistics Costs: Refunds apply to the cost of the product only. Original delivery charges and return processing fees are strictly non-refundable.
• Promotional Items: Refunds will not be entertained for promotional, clearance, or low-price items unless the item has a verified product defect.
4. Warranty & Replacement Policy
We stand behind the quality of our products. Certain items on kikisouq.com come with manufacturer warranties.
Coverage & Claims
• Manufacturer Defects: Products experiencing technical issues or manufacturing defects within their specified warranty period are eligible for a replacement or a refund.
• Product-Specific Terms: Warranty terms and durations vary by item. Please check the specific product page or your purchase invoice for detailed warranty windows.
Exclusions
A product will not be eligible for warranty replacement or repair if:
• It shows signs of physical damage, misuse, or improper handling.
• It is submitted without the original purchase invoice.
• The stated warranty period has expired.
• The item was purchased as part of a promotional, clearance, or bundled sale (these items are strictly excluded from warranty coverage).
5. Shipping Returns Policy
Unless a return is due to a mistake on our part (e.g., an incorrect or defective item), the logistics costs of returning an item rest with the customer.
Summary of Charges
• Customer Responsibility: Customers are responsible for paying their own shipping costs for returning non-defective items.
• Non-Refundable: All return shipping charges are non-refundable and will be deducted from your final refund amount if you utilize our courier collection service.
Delivery Confirmation & Liability
• Proof of Delivery: Our delivery team will take a photo confirmation of the package at your doorstep and send it to you via WhatsApp or email.
• Transfer of Responsibility: Once this photo confirmation is sent and delivery is marked as complete, kikisouq.com accepts no responsibility or liability for any subsequent loss, damage, or theft of the package.
• Customer Accuracy: It is your responsibility to ensure that your delivery address, gate codes, and contact details are 100% accurate at checkout to avoid delivery mishaps.
