Return Policy

This Return Policy of HUAWEI TECHNOLOGIES KUWAIT CO.W.L.L (“we”, “us”, “our” or “Huawei”) governs the return, replacement and repair of the Products sold on [https://consumer.huawei.com/kw-en/] (“Platform”). This Return Policy is incorporated by reference in the “Terms and Conditions of Sale” and should be read in accordance with the definitions and references contained therein.

Should there be any inconsistency between this Return Policy and the Terms and Conditions of Sale, this Return Policy will take preference.

This Policy is a guidance on how you can return the products in case of withdrawal or when the products are defective.

1. RETURN

1.1 Once your products purchased on this Platform are delivered, you have 14 days to decide whether or not to keep them, provided that the Products have not been opened and the packaging is in its original condition. You have a further 7 days to send the products back. The former period starts after the day you received your products, and the latter period starts after your return request is approved by Huawei. You will receive a return label with the service “pick up” which you can use to ship your products back to Huawei without any personal cost. If you don’t use the return label offered by Huawei, you might need to cover the shipping cost by yourself.

1.2 All Products that are returned must be in the original packaging and must be returned together with all the accessories and any bundled promotion items provided together with the Products. These accessories and bundled promotion items are only provided under the condition that you keep the Products. To receive your refund, we recommend that you return the accessories and bundled promotion items in their entirety. If you are not be able to do so, you may have to pay us a proportionate compensation.

1.3 The products which you would like to return should be without any damage; a diminished value caused by a necessary inspection is not a defect. If you cannot return the Products to Huawei in whole, or only in a deteriorated condition, you must compensate Huawei for their value if necessary.

2. DEFECTIVE PRODUCTS

2.1 If you buy the products on this website and your products are defective or turn out to be faulty, your statutory consumer rights applies. These statutory consumer rights are in addition to your rights under the voluntary Huawei Warranty Policy.

2.2 When the products you purchased do not operate well or are not functional due to a manufacturing defect, you can request for replacement/return within fourteen (14) days after your receipt of the Products, or repair within warranty period in accordance with our Warranty Policy. Please Contact Us or go to Huawei Authorized Service Center to do the fault detection for the faulty Product. If the test result shows the Product to be defective or faulty after our inspection, we may in accordance with Kuwait consumer law either return or replace them. If no fault is found, the return or replace request may be rejected.

2.3 Please note: We also recommend you to use the original packaging when returning the products.

2.4 *Kindly note that the following issues/problems will not constitute “manufacturing defects” and will not entitle you to any repair or replacement:
(a) Defects arising from normal wear and tear;
(b) Defects resulting from any unauthorized alteration or repair of the Product;
(c) Damages to the Product caused by misuse or abuse;
(d) Damage from failure to operate the Product in terms of the manufacturer’s instructions;
(e) Damage caused by operating the Products with accessories that are not from the manufacturer;
(f) Any/all defects excluded from the manufacturer’s warranty policy.

2.5 Kindly do NOT accept delivery of any Product that is visibly damaged. Should you accept a Product and thereafter determine that the Product is damaged, kindly report this to us within twenty-four (24) hours, so that we can assess if the Product damage arose after delivery.

2.6 Faults resulting from normal wear and tear, including Products that have been damaged or altered in any way either by you, or anyone that is not our employee or the Product's manufacturer, will not entitle you to any product repair, replacement or refund.

2.7 Under no circumstances will we be held liable for any damage arising from any misuse or abuse of the Products, including any data loss whatsoever from Products returned for exchange or repair.

2.8 If the product is a phone or tablet, please log out the Huawei ID and restore the phone or tablet to its factory settings to ensure all personal data is removed. This can be done by going to Settings > All > Backup & reset > Factory data reset on the phone/tablet.

3. HOW TO SEND THE PRODUCTS BACK?

3.1 If you purchase your products with a Huawei account, you can use the following processes to submit your return request:

• Login to your account
• Click on Orders
• Choose the order you want to return
• Click Return button
• Choose your return reason
• Fill in the necessary information for your return
• Submit your return request
• (h) Wait for the approval by Huawei customer service and then a return label will be sent to your account (label printing is not required);
• (i) Pack the Products to be returned with original package;
• (j) Wait for courier to pick up;
• (k) Keep the proof of handing over the package to courier in case of any disputes.

3.2 If you purchase your products with a Huawei account, please Contact Us to request your replacement.

3.3 If you purchase as a guest, please Contact Us to request your return/replacement.

4. REFUNDS

4.1 You may cancel an order that you purchased before it is packaged. If you do so, we will refund your payments within (14) days after we receive your cancellation request. However, the specific time until you receive the refund also depends on your payment bank.

4.2 If you would like to return your products after your receipt, we will refund all payments we have received from you (except for the shipping cost) no later than fourteen (14) days of receiving your return request. However, we may delay refunding you if we haven't received the goods or evidence that you've returned them. To refund you we will use the same payment method you used except COD. For COD, we will refund to the payment channel account as designated by you in a formal written format.. Once we receive your products and the inspection is passed, a refund will be initiated as soon as possible. However, the specific time until you receive the refund also depends on your payment bank.

5. BUNDLE RETURN

From time to time, Huawei may offer you to purchase bundled products or offer gift promotions in our Huawei Online Store. These bundle and gift promotions are only provided under the conditions that you keep the products. To receive your full refund, we recommend that you return the Bundles and Gifts in their entirety. If you are not be able to do so, you may have to pay us a proportionate compensation.

You are always welcome to Contact Us when you return/replace your products. Huawei is always well prepared for the best service for you.