Refund & Return Policy
At Al-Kiah, every product is crafted and delivered with care. We are committed to offering a seamless experience, and in the rare event that you require assistance, our return and refund policy is outlined below.
Returns
We offer a 7-day return window from the date of delivery. Requests must be initiated within this period.
To maintain transparency and fairness, an unboxing video is mandatory for all return or damage claims. We recommend recording a clear, continuous video from the moment the sealed package is opened through complete product inspection.
Eligibility
Returns are accepted only if the following conditions are met:
- The item remains unused and in original condition
- All tags, seals, and packaging are intact
- A valid proof of purchase is provided
- The delivered item matches the product confirmed prior to dispatch
Orders fulfilled exactly as confirmed are not eligible for return without valid supporting evidence.
Return Process
To initiate a return, please contact us at support@alkiah.com with your order details.
Once approved, our team will share return instructions along with a shipping label. Items returned without prior authorization will not be accepted.
Damages & Discrepancies
We request you to inspect your order immediately upon delivery. In case of any damage, defect, or incorrect item, please notify us promptly with relevant proof so that we may resolve the matter with priority.
Non-Returnable Items
Certain categories are not eligible for return, including:
- Perishable goods such as shisha flavors and charcoal
- Fragile items prone to damage
- Custom-made or personalized products
- Personal care items
- Hazardous or flammable materials
Additionally, sale items and gift cards are non-refundable.
Exchanges
For a quicker resolution, we recommend placing a new order for the desired product once your return request has been approved.
Refunds
All returns undergo a quality inspection upon arrival. Once approved, refunds will be processed to the original method of payment.
Please allow up to 7 working days for the amount to reflect, depending on your banking or payment provider.