Refund policy

Return and Refund Policy

This policy explains when and how you can return an order placed on wafracity.com with WAFRA CITY (Al Wafra City Agricultural Services Co., Commercial Registration 456510, Kuwait).

Nothing in this policy reduces your rights under the consumer protection law of the State of Kuwait. Where this policy gives you more than the law requires, this policy applies. Where the law gives you more, the law applies.

If something is wrong with your order

If an item arrives damaged, faulty, incorrect, incomplete, or materially different from its description, contact us with your order number and clear photographs. We will investigate the issue and, where appropriate, provide an agreed replacement or a full refund, including the original delivery charge. You will not pay return shipping where the item is confirmed to be damaged, faulty, incorrect or materially different from its description.

Please notify us as soon as reasonably possible after delivery so that the issue can be investigated with the delivery carrier.

Changing your mind

If you change your mind, you may request a return within 14 days of delivery, provided the item is unused, in its original condition and original packaging, and complete with all included accessories.

For change-of-mind returns, you are responsible for the cost of returning the item, and the original delivery charge is not refunded. We refund the price of the item after it reaches us and has been inspected.

We do not charge a restocking fee.

Cancelling before dispatch

You may request cancellation at any time before the order is dispatched. Contact us as quickly as possible. Once an order has entered processing or has been dispatched, cancellation may no longer be possible; in that case, the request will be handled under the applicable return conditions and applicable law.

Items we cannot accept back

Subject to applicable law, certain items cannot be accepted as change-of-mind returns after delivery because of hygiene, safety or their living or perishable nature:

  • Live plants, trees, palms and other nursery stock. If a plant arrives dead, damaged or materially different from its description, contact us under the section “If something is wrong with your order.”
  • Opened seed packets and opened growing media.
  • Fertilisers, pesticides and other agricultural chemicals once opened or unsealed.
  • Items that have been used, installed, assembled or modified.

These exclusions do not apply where an item is faulty or materially different from its description. These exclusions apply only to the extent permitted by applicable law.

Plants and living goods

Plants are living products. Colour, size, shape and form may vary naturally between individual specimens and may change with the season. Photographs show representative examples and may not show the exact specimen delivered. This does not affect your rights if a plant arrives dead, damaged or materially different from its description.

How to request a return

  1. Email info@wafracity.com or contact our sales team with your order number and, where relevant, clear photographs.
  2. We will review the request and provide the applicable return or collection instructions.
  3. Please do not send an item back before receiving return instructions, as we may be unable to identify or process an unregistered return.

Refunds

Approved refunds are issued to the original payment method. We cannot refund to a different card or account.

We process an approved refund after receiving and inspecting the returned item, or after approval where no return is required. The time required for the refund to appear after processing depends on the bank or card issuer.

All refunds are processed in Kuwaiti Dinar (KWD), the currency in which the order was paid.

Late or missing refunds

If an approved refund has not appeared after a reasonable processing period, check with your bank or card issuer first. If it is still missing, contact us with your order number so we can investigate.

Contact

Al Wafra City Agricultural Services Co.
Commercial Registration 456510
Sabah Al Ahmad Al Bahriya, Al Ahmadi Governorate
Block 0A1, Plot 000723, 2nd Floor, Commercial Office No. 5, Kuwait

Email: info@wafracity.com
Sales: +965 58857116 / +965 55940983
Administration: +965 92224354