14-Day Return Policy: Kuwait’s Consumer Rights Under Decree 10/2026

One of the most significant consumer-facing provisions of Kuwait’s Digital Commerce Law (Decree No. 10/2026) is the mandatory 14-day return window. For online sellers operating in Kuwait, this single requirement fundamentally changes the return landscape and demands immediate attention.

Before the decree, many Kuwait-based online sellers either had no return policy at all or operated under extremely restrictive terms — “no returns after 24 hours” or “exchange only.” Those days are over. Under the new law, consumers have a clear, legally protected right to return products purchased online, and sellers who fail to comply face penalties that can reach up to 10,000 KWD.

Whether you sell on Instagram, run a standalone e-commerce store, or operate through a marketplace, understanding the 14-day return rule is critical. This guide breaks down exactly what the law requires, what exceptions exist, and how to build a compliant return process from the ground up. If you are looking for a broader overview of the decree, see our complete guide to Decree 10/2026.

The 14-Day Return Window

Under Decree 10/2026, consumers have 14 calendar days from the date of delivery to return a product purchased online. This is not 14 business days — weekends and holidays count. The countdown begins on the day the product is physically delivered to the consumer, not the day the order was placed or payment was made.

This distinction matters more than you might think. A customer who orders on March 1st but receives delivery on March 5th has until March 19th to initiate a return, not March 15th. Tracking from the purchase date instead of the delivery date is one of the most common compliance mistakes sellers make.

Several key principles govern how this return window works:

• No reason required. The consumer does not need to justify the return. They can simply decide they no longer want the product, and that is a valid reason under the law.
• No restocking fees. The seller cannot charge restocking fees, handling fees, penalty fees, or any deduction for processing the return.
• Original condition expected. The product should be returned in its original condition. However, reasonable use for the purpose of inspection is permitted — a customer can try on a jacket or test a gadget without forfeiting their return right.
• Return shipping costs. The consumer generally bears the cost of return shipping, unless the product was defective, damaged during delivery, or the wrong item was sent. In those cases, the seller must cover the return shipping.

Refund Requirements

When a return is accepted, the refund must be issued to the original payment method used for the purchase. This is not optional — the law specifically requires that the money go back the same way it came in.

• If the customer paid by credit card, the refund must be processed back to the same credit card.
• If the customer paid by bank transfer, the refund goes back to the same bank account.
• If the customer paid cash on delivery (COD), the refund can be returned via bank transfer to an account provided by the consumer.

The refund must be processed within a reasonable timeframe. While the decree does not specify an exact number of days, the recommended standard is 14 days from the date the seller receives the returned product. Taking longer than this exposes you to consumer complaints and potential MOCI investigation.

Partial refunds are not allowed unless the consumer explicitly agrees. You cannot deduct an amount for “wear and tear” or “opened packaging” without the customer’s written consent. If you believe the returned product is damaged beyond reasonable inspection use, you need to document the condition thoroughly and communicate transparently with the customer before withholding any portion of the refund.

Exceptions to the 14-Day Rule

Not every product falls under the 14-day return window. The decree defines specific categories that are exempt. As a seller, you must clearly disclose these exceptions to the customer before the purchase is completed. Here are the nine categories:

If your products fall into any of these categories, you are not automatically exempt from compliance. You still need to clearly disclose the exception to customers before purchase. A product page that says “custom item — not eligible for return” is compliant. A product page that says nothing and then refuses a return after purchase is not.

What Sellers Must Display on Their Store

Having a compliant return policy is not just about following the rules when a return happens — it is about making the policy visible and accessible before the customer completes a purchase. The decree is explicit about this.

Your return policy must be:

• Written in Arabic. Arabic is mandatory. You can offer additional languages (English is recommended for Kuwait’s diverse consumer base), but the Arabic version must exist. For more on Arabic language requirements, see our guide to Arabic invoicing.
• Clearly visible before checkout. The customer must be able to read your return policy before completing the purchase. It must be accessible from the product page, the checkout page, and a dedicated return policy page on your store.
• Specific and complete. Your policy must clearly state the return window (14 days minimum), the process for initiating a return, who pays for return shipping, the expected refund timeline, and the list of exceptions.
• Not buried in unrelated content. You cannot hide the return policy inside lengthy terms and conditions that require scrolling through pages of unrelated legal text. It needs to be a standalone, easily findable section.

How to Track Return Deadlines

Tracking return deadlines accurately is one of the practical challenges sellers face under the new law. The 14-day clock starts from delivery, so you need a reliable system to record when each order is delivered.

Here is what a compliant tracking system looks like:

• Record the delivery date for every order. This is the single most important data point. Work with your courier or shipping partner to get delivery confirmation timestamps.
• Set up alerts for approaching deadlines. If an order was delivered on March 5th, the return window closes on March 19th. Your system should flag orders nearing their deadline so your team is prepared.
• Maintain a return log. For every return, record: order ID, delivery date, return request date, date the returned item is received, and the date the refund is processed. This creates an audit trail.
• Keep records for 5 years. The decree requires that transaction records, including return records, be retained for a minimum of five years. This is not optional — it is a legal requirement that applies to all online sellers.

Handling Return Disputes

Disputes will happen. A customer claims they requested a return within 14 days; you believe the deadline had already passed. A customer says the product was defective; you believe it was damaged by the customer. These situations require clear documentation and a structured process.

Delivery proof is your strongest defense. Keep delivery confirmation records from your courier, including signed delivery receipts, tracking data with timestamps, and any photographic evidence of the package at delivery. When a dispute arises over whether a return was requested within the 14-day window, this documentation is what protects you.

If a consumer is unsatisfied with how you handle their return, they can escalate the complaint to the Ministry of Commerce and Industry (MOCI). MOCI has the authority to investigate, and if the seller is found non-compliant, penalties follow. Having thorough documentation of the delivery date, the return request date, and all communications with the customer is what separates a defensible position from a costly penalty.

Approach disputes with transparency. If a return falls within the 14-day window and the product is in acceptable condition, process it promptly. Fighting valid returns costs more in time, reputation, and potential fines than the refund itself.

Penalties for Non-Compliance

The consequences of getting return policy compliance wrong are substantial:

• Fines up to 10,000 KWD for refusing a valid return or failing to process a refund within the required timeframe.
• MOCI-ordered returns. The ministry can directly order you to process a return that you refused, overriding your internal decision.
• Store closure. Repeated violations can result in temporary or permanent closure of your online store by regulatory order.
• Policy display violations. Having a non-compliant return policy displayed on your store — such as “no returns” or “7-day returns only” — is itself a violation, even if you have never refused an actual return.
• Misleading consumers. Sellers who actively mislead consumers about their return rights face additional penalties on top of the standard fine.

These are not theoretical risks. MOCI has signaled that enforcement of Decree 10/2026 will be proactive, not just reactive. Inspectors can review your store’s return policy at any time, and consumer complaints trigger formal investigations.

Best Practices for Sellers

Compliance is the floor, not the ceiling. The sellers who thrive under the new regulation will be those who turn return policy compliance into a competitive advantage. Here are seven steps to get there:

The 14-day return window is not just a regulatory burden — it is a signal to consumers that Kuwait’s e-commerce market is maturing. Sellers who embrace this shift early will earn customer loyalty and build stronger businesses in the long run.