Refund and Cancellation Policy

This policy applies to orders placed through Khami and forms part of our Terms and Conditions. Nothing in it removes any right you have under the consumer protection law of the State of Kuwait.

1. Order stages

Your cancellation rights depend on where your order has reached.

Stage	What has happened	Cancellation
1 — Placed	Order confirmed; fabric not yet cut	Possible, if the store has not started
2 — Fabric prepared	Fabric cut or prepared for your order, or collected for delivery to the tailor	Limited — see 2.2
3 — Tailoring started	The tailor has begun work on your garment	Not possible — see 2.3
4 — Completed or in transit	Garment finished or on its way to you	Not possible — see 2.3

2. Cancellations

2.1 Before the fabric is cut

Cancellation is possible only until the fabric store begins cutting your fabric. Because stores may begin immediately after an order is confirmed, we cannot guarantee a cancellation window.

If you want to cancel, contact support@khamikuwait.com immediately with your order number. We will ask the store to stop, but we cannot promise they have not already started. If the fabric has not been cut and tailoring has not begun, you receive a full refund.

2.2 After the fabric is cut, before tailoring begins

Once fabric has been cut or prepared for your order, or collected for delivery to the tailor, it cannot be returned to the fabric store for resale.

If you cancel at this stage: the fabric charge is non-refundable; the tailoring charge is refundable, provided the tailor has not started work; and delivery charges already incurred are non-refundable. The cut fabric can be delivered to you on request, subject to a delivery charge.

2.3 After tailoring begins

Once a tailor has started work on a garment made to your measurements, the order cannot be cancelled and the tailoring charge is not refundable. The work is specific to you and cannot be resold or reused.

If you have a concern at this stage, contact support@khamikuwait.com — we will raise it with the tailor, though we cannot promise an outcome.

2.4 Cancellation by Khami or a participating business

We may cancel an order where the fabric turns out to be unavailable, the tailor cannot complete the work, payment fails, we suspect fraud, or a pricing or listing error occurred.

If we cancel your order, you receive a full refund of everything you paid for it, including delivery charges. We will tell you the reason.

3. Returns

3.1 Uncut fabric

Uncut fabric may be returnable within 14 days of delivery, provided it is unused, uncut, unwashed, undamaged, and in its original condition and packaging, with proof of purchase.

3.2 Cut, customised or processed fabric

Fabric that has been cut, altered, washed, or otherwise processed to your order cannot be returned or refunded, except where it is defective, damaged, or not what you ordered — see section 4.

3.3 Tailored garments

Garments made to your measurements cannot be returned or exchanged because you have changed your mind, because you no longer want the garment, or because your measurements were entered incorrectly.

Made-to-measure garments are covered where they are defective, or where the tailor did not follow the confirmed order — see section 4.

4. Damaged, defective or incorrect orders

You are covered in all of the following situations:

• fabric arrives damaged, stained, torn or otherwise defective;
• fabric materially differs from its listed description — for example wrong colour, wrong composition, or wrong quantity;
• the garment was not made to the measurements you confirmed;
• the garment does not match the confirmed order — wrong garment type, wrong tailoring options;
• the garment has a workmanship defect — for example failing seams or faulty finishing;
• you received the wrong item;
• the item was damaged in transit.

What to do: contact support@khamikuwait.com within 14 days of receiving your order with your order number, clear photographs showing the problem, and a short description of what is wrong.

What happens next: we review the report and raise it with the fabric store or tailor concerned. Where the report is confirmed, the available remedies are repair or re-make by the tailor, replacement fabric, a partial refund, or a full refund, depending on the nature of the problem. Where a defect is confirmed, you do not pay return delivery.

Do not attempt to alter or repair a garment yourself before reporting a defect — doing so may prevent us from resolving the issue.

5. Delivery issues

Order not received. If your order is marked delivered but you have not received it, tell us within 14 days and we will investigate with the delivery provider.

Late delivery. Delivery timeframes are estimates and are not guaranteed. Significant delays are handled case by case — contact support@khamikuwait.com.

Failed delivery. If delivery fails because the address was incorrect, nobody was available, or delivery was refused, a re-delivery charge may apply and the order may be delayed.

Damaged in transit. Report it within 14 days with photographs of the item and the packaging.

6. How refunds are processed

Method. Approved refunds are returned to the original payment method through MyFatoorah. We cannot refund to a different method or a different person's account.

Timing. Refunds are initiated within 3 to 7 working days of approval. The time for funds to appear depends on your bank or card issuer and is outside our control.

Partial refunds. Where only part of an order is affected, only that part is refunded, together with any delivery charge attributable to it.

Delivery charges. Refunded where the order was cancelled by us, or where the item was defective, damaged or incorrect. Not refunded where the order was cancelled by you after delivery had begun.

Confirmation. We confirm every refund by email, with the amount and the date it was issued.

7. Dispute review

If you disagree with a decision on a cancellation, return or refund:

1. Ask for a review. Email support@khamikuwait.com with the subject "Dispute review", your order number, and why you disagree.
2. We review. A member of the team who did not make the original decision reviews the case, including any evidence you provide and the account of the fabric store or tailor concerned.
3. Written outcome. You receive the outcome and the reasons for it in writing.
4. Escalation. If you remain dissatisfied, you keep every right available to you under the law of the State of Kuwait, including the right to raise the matter with the competent authorities responsible for consumer protection, and the right to pursue the matter through the Kuwaiti courts.

8. Contact

شركة خامي الكويت وكيل بالعمولة والتجارة بالعمولة
Support: support@khamikuwait.com
Phone: +965 9440 6618
Available 24 hours a day, 7 days a week
Kuwait