Returns Policy
Last updated:
Last updated: 23 August 2026
We want your order to reach you in good condition. If it does not, this is how
we handle it.
1) Check on delivery
The best moment to raise an issue is at handover. Open the order in front of
the driver and check it. Anything damaged, missing, or wrong goes back with him
on the spot, and its value is refunded to the same payment method — with no
paperwork.
2) After delivery
Items we replace or refund
| Case | Window |
|---|---|
| Damaged or expired item | Within 24 hours |
| Item different from what you ordered | Within 24 hours |
| Item missing from the order | Within 24 hours |
| Non-food item in its original condition and packaging | Within 14 days |
The 24-hour window on the first three cases is a faster service we commit to so that the mistake is fixed the same day. It does not reduce your statutory right to the fourteen-day window.
Items that cannot be returned
For health reasons, and in line with what the law permits for perishable goods,
the following cannot be returned after delivery unless they were faulty to begin
with:
- Fresh: meat, poultry, fish, vegetables, fruit, and bakery
- Chilled and frozen items that have left the cold chain
- Anything opened, used, or with a broken seal
- Anything sold by weight
- Personal care and hygiene products once opened
- Infant formula and baby food
Your statutory rights
This policy does not reduce your rights under Kuwait Consumer Protection
Law No. 39 of 2014 and its executive regulations, including the right to
return goods within fourteen days of delivery where the law allows a return.
Where this page and the law differ, the law prevails.
3) How to request a return
- Contact us within the window through the channels on the Account page.
- Give the order number, the item name, and the reason for the return.
- Attach a photo if the fault is visible — it speeds things up considerably.
- We reply within 24 hours with a decision and how it will be carried out.
4) Refunds
The amount is refunded to the same payment method you paid with.
| Paid with | Refunded to |
|---|---|
| KNET | The same account |
| Card (Visa/Mastercard) | The same card |
| Apple Pay | The card linked to it |
It takes 7 to 10 working days from approval of the return.
No fee is charged on a return when the cause is a mistake on our side.
5) If you cancel before delivery
- Before picking: full cancellation, full refund.
- After picking, before the order leaves: reviewed case by case.
- After the driver has left: treated as a return after delivery.
6) Contact
Salwa Co-operative Society — Kuwait
- Phone: +965 55054996
- Email: support@salwacoop.app
- Instagram: @salwa_coop — https://instagram.com/salwa_coop