01 Your rights at a glance

Bananaa Kuwait ("Bananaa," "we," "us") sells electronics, mobile accessories, and premium desk and lifestyle accessories through bananaakw.com. This policy explains when you can return an item, how refunds are issued, and how to reach us if something goes wrong.

Your rights here are set by Kuwaiti law, principally Consumer Protection Law No. 39 of 2014 and Decree-Law No. 10 of 2026 regulating the digital commerce sector. Nothing in this policy reduces any right the law gives you. Where our own terms are more generous than the law, the more generous term applies.

02 The 14-day return window

You have the right to withdraw from your purchase within 14 days of receiving your order, for any reason. You do not need to justify your decision. Within that window you may return the item and receive a full refund of the amount you paid, issued through your original payment method or another method we agree with you, at no additional cost to you.

The 14 days are counted from the date the item is delivered to you, not the date you placed the order. If your order arrives in multiple shipments, the window for each item runs from the day that item arrives.

To keep things simple: contact us within 14 days of delivery to open the return, and get the item back to us within 7 days of us approving it.

03 Condition of returned items

For a change-of-mind return, the item must come back in the same condition you received it. That means:

• Unused and unaltered, with no signs of wear, scratches, or damage
• In its original packaging, with all manuals, cables, adapters, and free gifts included
• With any factory seals, protective films, and security tags intact
• Accompanied by the original invoice or order number

Items returned incomplete, damaged, or clearly used may be refused, or refunded at a reduced value reflecting the loss in condition. We'll always contact you first and explain before making any deduction.

04 What cannot be returned

Kuwaiti law recognises that some items cannot be returned once supplied. At Bananaa, the change-of-mind right does not apply to:

These exclusions apply only to change-of-mind returns. They never limit your rights if an item is faulty, damaged, or not what you ordered — see the next section.

05 Faulty, damaged or wrong items

If an item arrives damaged, develops a fault, or isn't what you ordered, contact us and we will put it right. Depending on the situation and your preference, we will repair, replace, or refund the item, and we cover the cost of getting it back to us.

Please tell us as soon as you notice the issue, ideally within 48 hours of delivery for visible transit damage, so we can raise the matter with our courier while the evidence is fresh. Photos of the item and the packaging help us resolve things faster.

For defective products, our obligation to repair, replace, or refund runs for the full manufacturer's guarantee period on the item, or where no guarantee is stated, for a reasonable customary period, in line with Consumer Protection Law No. 39 of 2014.

06 Warranty on electronics

Electronics we sell carry the manufacturer's warranty stated on the product page — commonly 12 to 24 months for brands such as Anker, Soundcore, Aukey, and BOYA. Warranty claims cover manufacturing defects and normal-use failures.

Warranty does not cover physical damage, liquid damage, unauthorised repairs or modifications, or normal wear such as cable fraying from misuse. If a warranty claim needs to go to the manufacturer or regional service centre, we will coordinate it for you and keep you updated on progress.

07 How to start a return

1. Contact us within 14 days of deliveryMessage us on WhatsApp or email with your order number, the item, and the reason for the return. Add photos if the item is damaged or faulty.
2. We confirm your returnWe'll reply with confirmation and arrange either a courier collection or a drop-off, usually within one working day.
3. Pack the itemPut it back in its original packaging with everything it came with, and include the invoice or write your order number on the box.
4. Hand it overGive it to our courier at the agreed time, or drop it off as arranged. Keep any receipt or tracking reference until your refund lands.
5. We inspect and refundWe check the item on arrival and process your refund or exchange. You'll get a confirmation message either way.

08 Return shipping & collection

• Faulty, damaged, or wrong item: we cover the full cost of return shipping or collection. You pay nothing.
• Change of mind: we arrange collection anywhere in Kuwait. Any collection fee is stated to you upfront before you confirm the return, and is never deducted from your refund without your agreement.
• Original delivery charge: refunded in full when the return is due to our error or a fault. For change-of-mind returns, the original delivery charge may be retained.

Please do not send items back without contacting us first — unannounced returns cannot be tracked to your order and may delay your refund.

09 Refunds & timelines

Refunds are issued to the same payment method you used, unless we agree another method with you. We do not force store credit or exchange-only on you, as that would not meet your legal right to a refund.

We begin processing your refund as soon as the returned item passes inspection, normally within 2 working days of it reaching us. The timelines above then depend on your bank or card issuer, which is outside our control. If your refund hasn't appeared after the stated period, contact us and we'll chase it with the payment provider on your behalf.

10 Exchanges

If you'd prefer a different colour, size, length, or model, we're happy to exchange it within the same 14-day window, subject to stock. Where the replacement costs more, you pay the difference; where it costs less, we refund the difference to your original payment method. Exchanging is your choice, never a substitute we impose in place of a refund.

11 Cancelling an order

You can cancel an order free of charge at any time before it has been dispatched — just message us with your order number and we'll stop it and refund you in full. Once an order is with the courier, please receive it and then follow the return process above.

12 Checkout errors

If you make a mistake while ordering and our checkout doesn't give you a way to correct it, you have the right to cancel or amend the affected part of the order. Tell us as soon as you notice, and provided you haven't already used the product, we will correct it or cancel and refund without charge.

13 Sale items, bundles & gifts

Discounted and promotional items carry exactly the same return and refund rights as full-price items. A sale price never removes your right to return.

If you're returning one item from a bundle or a buy-together offer, the whole bundle must come back, since the discount applied to the set. For gifts, we can process the return with the recipient once we've verified the original order, and refund to the original payer.

14 Complaints & disputes

If you're unhappy with how we've handled a return, tell us directly first. We log every complaint, keep records for at least six months, and aim to give you a substantive reply within 3 working days.

If we can't resolve it between us, you are entitled to escalate the matter to the Ministry of Commerce and Industry (MOCI), including its digital commerce dispute settlement committee, which handles disputes between online sellers and consumers in Kuwait.

15 Governing law

This policy is governed by the laws of the State of Kuwait, including Consumer Protection Law No. 39 of 2014, Decree-Law No. 10 of 2026 regulating the digital commerce sector, and Law No. 20 of 2014 on Electronic Transactions. Any dispute that cannot be settled directly or through MOCI's committees is subject to the exclusive jurisdiction of the competent courts of Kuwait.

16 Contact us

Start a return, or ask us anything about an order: