Return and Refund Policy

This policy explains how returns, cancellations and refunds work at WAFRA CITY. Nothing in this policy removes any right you have under the consumer-protection law of the State of Kuwait.

1. Cancelling before dispatch

You may cancel any order at no cost while it has not yet been dispatched. For imported-to-order items, once the item has been ordered from our overseas supplier the order enters processing and cancellation may no longer be possible.

2. Returning an item after delivery

You may request a return within 14 days of receiving your order, provided the item is unused, in its original condition and in its original packaging with all included parts.

3. Items that cannot be returned

Live plants, palms, seedlings and other living material, once delivered.
Seeds, fertilisers, soil, growing media and other opened consumables.
Items damaged by use, misuse, or by installation not described in the product instructions.

This exclusion does not apply where the item arrived damaged, defective, or is not what you ordered — see section 4.

4. Damaged, defective or incorrect items

Contact us within 7 days of delivery with your order number and clear photographs. Where the fault is confirmed, we will at your choice replace the item or refund it in full, including the original delivery charge. You will not pay the return cost in these cases.

5. Live plants

If a plant arrives dead or visibly damaged in transit, contact us within 48 hours of delivery with photographs and we will replace or refund it. Beyond that window we cannot assess the cause of decline.

6. Imported-to-order items that do not arrive

If an imported item has not arrived within 60 days of order confirmation, you may choose a full refund or a replacement, regardless of the tracking status.

7. Return shipping cost

Where the return is because the item is damaged, defective or incorrect, WAFRA CITY pays the return cost. Where the return is a change of mind, the customer pays the return cost and the original delivery charge is not refunded.

8. How refunds are issued

Approved refunds are issued to the original payment method. The time for funds to appear depends on your bank or card issuer.

9. How to start a return

Contact us through the Contact page with your order number, the item, the reason, and photographs where relevant. Please do not send an item back before we confirm the return.