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Any dispute or claim arising from or related to this website shall be governed and interpreted in accordance with the laws of Kuwait.
Kuwait is our country.
Minors under the age of 18 are prohibited from registering as users of this website and are not allowed to trade or use the site.
If you make a payment for our products or services on our website, the details required will be provided directly to our payment provider via a secure connection.
The cardholder must retain a copy of transaction records, as well as merchant policies and rules.
We accept online payments via credit and debit cards from Visa and Mastercard in Kuwaiti Dinars.
Shipping and Delivery Policy
We strive to serve you in a manner that meets your expectations. Therefore, please provide a clear address to ensure fast delivery. The address must include the building or villa number, apartment number, street name, city, contact number, and recipient's name. Before placing your order, please carefully check the product specifications and agree to the site's terms of use.
We ship orders using the "Home Delivery" service daily, except on Fridays, public holidays, and special occasions. Delivery takes between 3 to 7 business days from the date of order confirmation. The "Home Delivery" service is generally "door-to-door," but in some cases, it may not be applicable due to courier service limitations in remote areas or unclear addresses.
We will not trade with or provide any services or products to OFAC-sanctioned countries, in accordance with Kuwaiti laws. Multiple shipments may result in multiple postings on the cardholder’s monthly statement.
Return and Cancellation Policy
Refunds for unshipped and undelivered orders will be made to the same credit card and payment method used. Since our products are considered personal items, opened products cannot be exchanged.
IBRAQ allows product returns within 15 days from the date of purchase, provided the product is in its original condition. Please review our return policy page for more details. Refunds will be issued to the original payment method.
Delivery Charges
If the order total is less than 20 Kuwaiti Dinars, a delivery fee of 2 Kuwaiti Dinars will be charged, depending on the current promotional offer.
If the order total exceeds 20 Kuwaiti Dinars, the customer is exempt from delivery charges, subject to the applicable promotional offer.
Exchange, Returns, and Cancellations
We understand that sometimes you may change your mind about a purchase. If you decide to cancel before receiving your order, simply contact our customer service team, and we will do our best to cancel it, provided that your order has not been processed. If the order has already been processed, it will be treated as a return. Please refer to the return section below for more details.
For cash-on-delivery orders, if a customer repeatedly cancels or fails to receive their order without a valid reason, IBRAQ reserves the right to revoke the cash-on-delivery option for that customer.
IBRAQ allows product returns within 7 days from the date of purchase, provided the product is in its original condition. Please refer to our return policy page. Refunds will be issued to the original payment method.
Returns
If you receive an incorrect, damaged, or defective product, you may return it without any additional return fees.
If you wish to return a product for any other reason, a return delivery fee of 2 Kuwaiti Dinars will be charged. Your return request will be processed within 15 days.
Returned products must not be used, and any IBRAQ tags or labels (if applicable) must remain intact. Products must be in their original condition, packaging, and accompanied by the original invoice. Returns must be initiated within 7 days of receipt. Opened or tampered packaging will not be accepted. Upon inspection, the refund will be processed after deducting the return shipping fee.
Returns may not be accepted if the product is damaged or soiled. Once returns are inspected and approved, we will issue a refund excluding the initial delivery fee. The customer is responsible for return shipping costs. Please note that delivery and payment fees are non-refundable.
Note: Exchange and return do not apply to oils and incense.
Payment and Delivery in Kuwait
Within Kuwait, payment is made upon receipt (cash on delivery). Orders are delivered via a specialized courier service covering major cities and remote areas within Kuwait and the Gulf region. Delivery takes between one week to 10 days for major cities if the product is available at the time of ordering. Delivery to northern areas and remote cities is scheduled on specific days.
Important Delivery Information for Kuwait
Orders are handed over to a third-party courier service, which has no direct affiliation with our customers. Customers pay for their orders upon receipt, and the courier returns the payment to our management.
Delivery takes between 3 to 10 business days after order confirmation (excluding Fridays). If you do not receive a call from the courier within two days, please contact us.
Deliveries are usually made between 10 AM and 10 PM. Orders are delivered according to the courier’s route plan. If you require a specific delivery time, coordination with the courier operations manager is required (contact us for details). Availability depends on route schedules, workload, and other factors.
Ensure that your mobile device is operational and kept nearby. Cooperate with the delivery agent and provide clear address details.
If the courier leaves your area, it is difficult to alter the route and return to your location. In such cases, delivery will be rescheduled for the next day.
If the delivery address is changed, the order will be returned to the courier’s office in Jeddah or Riyadh and then re-dispatched to the new address. This may cause delays.
Customers are not allowed to open the package before payment. Additionally, the courier cannot wait for more than 15 minutes at the time of delivery.