1. RETURNS AND EXCHANGES
1.1 Return Rights
Trust Line Kuwait is committed to providing high-quality electronics. In accordance with Kuwaiti Law, Customers may exchange or return Products within fourteen (14) days from the date of delivery, provided the following conditions are met:
- A) The Customer must present the original delivery receipt or the digital Order confirmation from their Account as proof of purchase.
- B) Products must be in their original, unopened packaging, in "as-new" condition, and in a saleable/merchantable state.
- C) It is the Customer’s responsibility to inspect the exterior of the packaging at the time of delivery. Trust Line Kuwait reserves the right to reject returns for items that have been unsealed, activated (in the case of smartphones and tablets), or used, unless a hidden manufacturing defect is proven.
1.2 Substitutions and Specifications
While we aim for precision, manufacturer specifications for smartphones, tablets, and wearables may change without notice. If Trust Line Kuwait supplies a substitute of equal or better quality due to stock unavailability, and the Customer is unsatisfied, they may return the item subject to the conditions in Section 1.1.
1.3 Non-Returnable Items
Trust Line Kuwait reserves the right to reject returns or exchanges for:
- Products sold during clearance, "flash sales," or specific promotional events, except in cases of manufacturing defects.
- Hygiene & Sensitive Items: Products that come into contact with the skin, such as wearable fitness trackers, smartwatches with leather/fabric bands, or in-ear headphones (earbuds), if the hygienic seal is broken.
- Digital Goods: Digital codes, software licenses, or activated electronic warranties.
- Items damaged due to Customer misuse, unauthorized repair attempts, or accidental damage (e.g., cracked screens or water damage).
1.4 Refund Process
- Refunds will be processed using the original method of payment.
- Card Refunds (KNET/Credit Card): In accordance with banking protocols, refunds to cards may take 4 to 6 weeks depending on the payment gateway operator and the issuing bank’s policy.
- Alternatively, the Customer may opt to receive a Gift Voucher for immediate use on the website.
1.5 Marketplace Sellers (Third-Party)
- For products sold by third-party Sellers on the Trust Line Kuwait platform, return policies may vary. It is the Customer's responsibility to check the specific "Seller Terms" on the product page.
- Returns for Seller products are performed via pick-up only from the Customer’s registered address.
- Seller items are not eligible for direct exchange. If a return is accepted, a refund will be issued, and the Customer may place a new order.
- The return window remains 14 days from the date of confirmed delivery.