Refund & Returns Policy

This policy explains when you can cancel an order, return products or receive a refund from Gifts Express by ITC. It forms part of our Terms & Conditions and applies to both business customers (B2B) and individual consumers (B2C) in Kuwait.

Nothing in this policy limits the rights you have under Kuwaiti law, including Consumer Protection Law No. 39 of 2014 and Decree-Law No. 10 of 2026 on Digital Commerce.

Products printed, engraved, embroidered or otherwise customized with your logo or artwork are made to your specifications. Once you approve the digital mockup and production begins, branded orders cannot be cancelled, returned or exchanged for a change of mind. Items made to a customer's specifications are excluded from the return right under Kuwaiti digital commerce law.

You are still fully covered if something is wrong on our side. See Defective, Damaged or Incorrect Items.

Plain products ordered without any branding can be returned within 14 days of delivery for a full refund, provided that:

• The items are unused and in their original condition.
• They are in their original packaging, with all parts, accessories and labels included.
• You can provide your order number or invoice.

You may return all or part of an order. We arrange collection within Kuwait at no cost to you, and the refund covers the full amount you paid for the returned items.

• Custom-branded or personalized products after mockup approval (unless defective or incorrect).
• Items that have been used, washed, worn or altered.
• Items damaged after delivery through misuse or improper handling.
• Perishable items, such as food or beverages included in gift sets.

If your order arrives damaged, defective, incomplete or different from what you ordered — or the branding does not match the mockup you approved — let us know within 14 days of delivery, with your order number and photos of the issue.

At your choice, we will replace or reprint the affected items, or refund them in full. This applies to both branded and unbranded products, and any collection needed is at our cost.

The following are not treated as defects:

• Errors in artwork, text or logos that you approved in the mockup.
• Minor colour differences between an on-screen mockup and the printed product, and minor variations in print position, which are normal in branding production.

Please check your order on delivery. If the packaging looks damaged, take photos before opening it.

• Branded orders: you can cancel for a full refund at any time before you approve the mockup. After approval, production starts and the order can no longer be cancelled.
• Unbranded orders: you can cancel for a full refund at any time before dispatch. After delivery, the 14-day return terms in section 03 apply.
• If we cancel your order — for example because an item is out of stock or we cannot fulfil it — you receive a full refund.

Refunds are paid to your original payment method — KNET or card payments back to the same card or account, and bank transfers back to the paying bank account — unless we agree on another method with you. No fees are deducted.

We issue approved refunds within 7 working days (after we receive returned items, or after we confirm a defect). The time for the money to appear in your account then depends on your bank.

Contact us on WhatsApp at +965 6551 6674 or through our contact page, and include:

• Your order number.
• The items and quantities concerned.
• The reason for the return or refund.
• Photos, if items are damaged, defective or incorrect.

Please contact us before sending anything back — we will confirm the next steps and arrange collection.

If we cannot resolve a return or refund issue with you, you may contact the Ministry of Commerce and Industry in Kuwait. Any disputes are governed by the laws of the State of Kuwait.

We may update this policy from time to time. The version published on our website when you placed your order applies to that order.