Refund policy
RETURN & REFUND POLICY
This Return & Refund Policy applies to eligible purchases made from ELKO EP Kuwait through shop.elkoep-kw.com and, where expressly applicable, through other authorized ELKO EP Kuwait sales channels.
The store is operated by:
ELKO EP For Trading Electrical Tools & Equipment, Contracting & Agencies
Commercial Registration No.: 430734
Commercial License No.: 2020/9780
This Policy should be read together with our:
• Terms of Service
• Shipping & Delivery Policy
• Warranty Policy
• Privacy Policy
• Applicable quotation terms
• Product-specific terms
Nothing in this Policy limits, excludes, replaces, or reduces any mandatory right or remedy available under the laws of the State of Kuwait.
1. RETURN AND EXCHANGE PERIOD
Subject to applicable Kuwaiti law and the conditions set out below, eligible products may generally be returned or exchanged within fourteen (14) days from the date of purchase shown on the applicable invoice, in accordance with the applicable Kuwait consumer-protection framework.
For a normal return or exchange involving a non-defective product, the product must remain in the condition required by applicable law.
This generally means that it should:
• Remain unused
• Not have been installed
• Not have been wired
• Not have been energized
• Not have been materially programmed or configured
• Not have been damaged
• Retain applicable manufacturer labels and identification
• Include its supplied components and accessories
• Remain in its original condition
The Kuwait Ministry of Commerce states that the applicable 14-day return/exchange framework requires qualifying goods to remain in their original condition.
2. PROOF OF PURCHASE
We may require reasonable proof of purchase before processing a:
• Return
• Exchange
• Refund
• Defective-product claim
• Warranty claim
Acceptable information may include:
• Shopify order number
• Invoice
• Receipt
• Customer name
• Company name
• Email address
• Telephone number
• Quotation reference
• Another record allowing us to reasonably identify the transaction
Customers should retain their invoice and applicable warranty documentation.
3. HOW TO REQUEST A RETURN OR EXCHANGE
Before returning a product, contact ELKO EP Kuwait using the details provided on our Contact Information page.
Please provide where applicable:
• Order or invoice number
• Product name
• Model number
• Quantity
• Reason for the request
• Description of any reported fault
• Photographs or video where useful
• Relevant packaging or delivery information
We will provide the appropriate return, collection, inspection, or exchange instructions.
Do not send products to our registered office or another location without prior coordination unless we specifically instruct you to do so.
4. CHANGE-OF-MIND RETURNS
A correctly supplied and non-defective product may qualify for return or exchange where the requirements of applicable Kuwait consumer law are satisfied.
For specialist electrical and automation equipment, the condition of the product may need to be assessed before the return is approved.
Circumstances that may materially affect the condition of a product include:
• Installation
• Wiring
• Applying power
• Permanent mounting
• Cutting or altering wires or connectors
• Removing labels
• Physical modification
• Material programming or configuration
• Contamination
• Physical damage
• Other use that changes the product from the condition in which it was supplied
Any assessment will remain subject to mandatory consumer rights.
5. OPENED PACKAGING
Opening the packaging does not automatically mean that a product cannot be returned.
However, packaging may be relevant where it:
• Protects specialist electrical equipment
• Carries technical or serial information
• Contains manufacturer accessories or documentation
• Reasonably forms part of the product's original condition
Where packaging has been significantly damaged, discarded, or altered, this may be considered when assessing whether a non-defective product remains in the condition required for an ordinary return, where permitted by applicable law.
This does not affect rights relating to a product that is:
• Defective
• Incorrect
• Damaged before or during delivery
• Unsafe
• Otherwise legally non-conforming
6. INSTALLED, WIRED, OR ENERGIZED PRODUCTS
Electrical and automation products may materially change condition once installed, wired, mounted, or energized.
Accordingly, a non-defective product that has been materially:
• Installed
• Wired
• Mounted
• Energized
• Configured
• Programmed
• Commissioned
• Otherwise used
may no longer qualify for an ordinary change-of-mind return where the requirements for return are no longer satisfied.
However, installation or use does not automatically remove rights relating to a genuine defect, incorrect supply, warranty issue, or another mandatory legal remedy.
7. INCORRECT PRODUCTS
If ELKO EP Kuwait supplies a product different from the product ordered, please contact us promptly.
Once verified, we will provide an appropriate remedy, which may include:
• Supplying the correct product
• Exchange
• Collection of the incorrect product
• Refund
• Another appropriate remedy
Where the error is attributable to ELKO EP Kuwait, reasonable costs associated with correcting the error will be handled in accordance with applicable law.
8. MISSING PRODUCTS OR ACCESSORIES
If your order arrives with:
• A missing product
• Missing quantity
• Missing accessory
• Incomplete product contents
• Another fulfilment discrepancy
please contact us promptly.
We may reasonably request:
• Photographs
• Product labels
• Packing information
• Invoice details
• Delivery information
• Another relevant record
Once verified, we will arrange the appropriate correction.
9. PRODUCTS DAMAGED DURING DELIVERY
If a product arrives visibly damaged, please contact us as soon as reasonably possible.
Where practical:
• Photograph the external packaging
• Photograph the product
• Retain the packaging
• Retain shipping labels
• Avoid installing or energizing visibly damaged electrical equipment
These steps help us assess whether the damage occurred during handling or delivery.
Failure to provide photographs does not automatically remove a mandatory consumer right.
10. DEFECTIVE PRODUCTS
If you believe a product is defective, contact ELKO EP Kuwait with details of the issue.
Depending on the product and reported fault, we may reasonably request:
• Model number
• Product code
• Serial number
• Photographs
• Video
• Fault description
• Error code
• LED or display indications
• Supply voltage
• Wiring information
• Installation photographs
• System configuration
• Communication settings
• Firmware version
• Other relevant technical information
A reported fault may require technical inspection before its cause can be determined.
11. DEFECTS AND THE FIVE-YEAR MANUFACTURER WARRANTY
All products sold by ELKO EP Kuwait are covered by a five (5) year manufacturer warranty, subject to the terms and exclusions described in our Warranty Policy.
Where a product develops an eligible manufacturing defect, a claim may continue to be available even after the ordinary return period has ended.
The return period and warranty period serve different purposes:
• The return period generally concerns an eligible return or exchange shortly after purchase
• The five-year manufacturer warranty concerns eligible manufacturing or product defects during the warranty period
Expiration of the ordinary return period does not automatically end applicable warranty coverage.
12. WARRANTY REMEDIES
Where an eligible manufacturing defect is confirmed under the five-year manufacturer warranty, the available remedy may include:
• Inspection
• Repair
• Replacement
• Exchange
• Refund where appropriate
• Another remedy required by applicable law
The appropriate remedy may depend on:
• Nature of the fault
• Manufacturer warranty process
• Product condition
• Availability of replacements
• Feasibility of repair
• Applicable legal requirements
The full warranty conditions are set out in our Warranty Policy.
13. INCORRECT INSTALLATION IS NOT A MANUFACTURING DEFECT
A product failure caused solely by incorrect installation or use is not ordinarily considered a manufacturing defect.
Examples may include:
• Incorrect wiring
• Incorrect voltage
• Incorrect polarity
• Incorrect terminal connection
• Electrical overload
• Operation outside published specifications
• Unsuitable environmental conditions
• External power faults
• Unauthorized modification
• Incorrect commissioning
• Misuse
• Incompatible third-party equipment
Where the product itself contains a genuine defect, the matter will be assessed under the Warranty Policy and applicable law.
14. ELECTRICAL SURGES AND EXTERNAL DAMAGE
Damage caused solely by external conditions such as:
• Lightning
• Voltage surge
• Transient overvoltage
• External short circuit
• Incorrect power supply
• External equipment failure
• Water exposure outside the applicable rating
• Impact
• Another external event
is not ordinarily treated as a manufacturing defect unless the applicable warranty or law provides otherwise.
15. SPECIAL-ORDER PRODUCTS
Some products may be:
• Specially imported
• Sourced specifically for a customer
• Manufactured to order
• Ordered in unusual quantities
• Configured specifically for a project
• Otherwise procured specifically against a confirmed customer requirement
Different cancellation or ordinary return conditions may apply to these products where permitted by applicable law.
Where practical, material special-order conditions will be communicated before the transaction is completed.
Products genuinely procured, manufactured, configured, imported, or otherwise committed specifically against a customer's confirmed requirement may also be identified as Special Order or by similar wording before checkout, in a quotation, order confirmation, or other transaction document.
A product does not become a special-order product merely because ELKO EP Kuwait elects to fulfil an ordinary customer order from ELKO EP s.r.o. in the Czech Republic rather than from local Kuwait inventory.
A special-order designation does not remove rights relating to a product that is defective, incorrect, or otherwise legally non-conforming.
16. KUWAIT INVENTORY AND DIRECT FULFILMENT FROM THE CZECH REPUBLIC
Products purchased through the ELKO EP Kuwait online store may be fulfilled:
• From ELKO EP Kuwait inventory in Kuwait
• Where local stock is unavailable or another approved fulfilment arrangement applies, through ELKO EP s.r.o. in the Czech Republic, including direct international shipment to the customer in Kuwait
The fulfilment source does not by itself remove or reduce a mandatory return, exchange, refund, defect, or warranty right.
An ordinary product will not automatically be treated as a non-returnable special order solely because it is supplied or shipped from the Czech Republic.
However, where a product has genuinely been specially procured, manufactured, configured, imported, or otherwise committed specifically against the customer's confirmed requirement, the special-order provisions of this Policy may apply to the extent permitted by applicable law.
Where a return is approved for a product originally shipped from outside Kuwait, ELKO EP Kuwait will provide the applicable return instructions.
Customers should not independently ship a product internationally to ELKO EP s.r.o. or another manufacturer or supplier unless ELKO EP Kuwait specifically instructs them to do so.
17. CUSTOM-CONFIGURED PRODUCTS
Where a product has been materially:
• Programmed
• Configured
• Customized
• Modified
• Prepared specifically for a customer
before supply, ordinary change-of-mind return rights may be affected where permitted by applicable law.
This does not remove rights relating to:
• Manufacturing defects
• Incorrect supply
• Failure to meet an expressly agreed specification
• Faulty work performed by ELKO EP Kuwait
• Another mandatory legal remedy
18. BULK AND PROJECT ORDERS
Large project, contractor, tender, or bulk orders may be subject to separately agreed commercial terms.
Such terms may address:
• Order cancellation
• Special procurement
• Staged delivery
• Partial fulfilment
• Return arrangements
• Project-specific handling
• Other commercial conditions
Where valid written terms apply to a specific transaction, they may supplement this Policy, subject to applicable law.
19. EXCHANGES
Where an exchange is approved, the replacement product is subject to availability.
If the replacement product is:
• Higher in price, the customer may be required to pay the difference
• Lower in price, the applicable balance will be handled appropriately
• Unavailable, we may offer another suitable product or an applicable refund
A customer will not be required to accept an unsuitable alternative where applicable law provides another remedy.
20. REFUNDS
Where a refund is approved or legally required, it will normally be submitted through the original payment method and applicable original payment channel.
For transactions processed through Tap Payments, ELKO EP Kuwait will ordinarily initiate or submit the applicable refund through Tap Payments and the payment method associated with the original transaction, subject to the capabilities, requirements, and procedures of the applicable payment service.
A different lawful refund method may be used only where:
• The applicable payment provider or original payment method cannot reasonably process the refund
• Another method is expressly agreed and permitted
• The applicable payment-service rules require another approach
• Applicable law requires another approach
Refund processing times may vary depending on the applicable:
• Tap Payments service
• KNET service
• Bank
• Payment gateway
• Card issuer
• Payment network
• Digital wallet
• Payment processor
• Other financial service provider
Once ELKO EP Kuwait has properly submitted the refund to the applicable payment provider, additional processing time imposed by Tap Payments, a bank, card issuer, payment network, wallet provider, or other financial-service provider may be outside our direct control.
The time taken for a refund to appear in the customer's account may therefore differ from the date on which ELKO EP Kuwait submits or approves the refund.
21. REFUND AMOUNT
The amount refunded will depend on:
• The reason for the return
• Product condition
• Amount originally paid
• Applicable delivery charges
• Applicable statutory rights
• Any lawful commercial terms governing the transaction
Where Kuwait law requires the full applicable amount to be returned, ELKO EP Kuwait will comply with that requirement.
22. NO UNLAWFUL RESTOCKING FEES
ELKO EP Kuwait will not impose a return, administrative, or restocking fee where doing so would unlawfully reduce or defeat a mandatory consumer right.
Different terms may apply to a voluntary commercial arrangement outside mandatory statutory rights where legally permitted.
23. DELIVERY CHARGES ON RETURNS
Whether original delivery charges are refundable depends on:
• Reason for the return
• Circumstances of the order
• Applicable law
Where the return results from:
• Incorrect supply by ELKO EP Kuwait
• A confirmed defect
• Delivery damage for which ELKO EP Kuwait is responsible
• Another circumstance where reimbursement is legally required
delivery-related costs will be handled accordingly.
24. RETURN COLLECTION CHARGES
Where a return is voluntary and not caused by:
• Product defect
• Incorrect supply
• Delivery damage attributable to us
• Another circumstance for which ELKO EP Kuwait is responsible
reasonable collection or return transportation costs may apply where permitted by applicable law.
Any applicable charge will be communicated as part of the return arrangement.
25. CANCELLATION BEFORE DISPATCH
If you wish to cancel an order before it has been dispatched, contact us as soon as possible.
We will attempt to stop fulfilment where operationally possible.
An order may be more difficult to cancel once it has:
• Entered fulfilment
• Been dispatched
• Been specially procured
• Been imported specifically against the order
• Been materially configured
• Otherwise become committed to fulfilment
Where ELKO EP Kuwait has already transmitted a confirmed order to ELKO EP s.r.o. in the Czech Republic or another supplier for fulfilment, or where international shipment has commenced, cancellation may be subject to the applicable special-order, fulfilment, and mandatory consumer-right provisions of this Policy.
Transmission of an ordinary order to ELKO EP s.r.o. for fulfilment does not, by itself, convert that order into a special order or remove a mandatory cancellation or consumer remedy.
Mandatory cancellation rights remain unaffected.
26. CANCELLATION OF SPECIAL ORDERS
Where a special-order product has already been:
• Ordered from a supplier
• Ordered from the manufacturer, including ELKO EP s.r.o. where applicable
• Imported
• Entered production
• Configured
• Otherwise committed specifically for the customer
cancellation may be restricted where permitted by law.
Any material special-order cancellation conditions should be communicated before completion of the applicable transaction.
27. RETURN METHODS WITHIN KUWAIT
Approved returns within Kuwait may be handled through methods such as:
• Courier collection
• ELKO EP Kuwait-arranged collection
• Customer delivery to an agreed location
• Another return method communicated by us
The appropriate return method will depend on:
• Product type
• Location
• Reason for return
• Product condition
• Whether technical inspection is required
28. CUSTOMER COLLECTION AND IN-PERSON RETURNS
Where customer collection or in-person return is available, it must be coordinated with ELKO EP Kuwait.
Return Location:
Returns must be sent or delivered only to the return location designated by ELKO EP Kuwait when the return is authorized.
The applicable return location and instructions will be provided as part of the return authorization or return coordination.
Customers should not assume that the registered company address is automatically an unrestricted retail return counter, and products should not be sent to that address unless ELKO EP Kuwait expressly designates it for the particular return.
For products supplied or shipped from outside Kuwait, customers should not independently return products to ELKO EP s.r.o., a manufacturer, supplier, freight forwarder, or other overseas party unless ELKO EP Kuwait specifically provides those instructions.
We will provide the appropriate location and instructions where necessary.
29. RETURN INSPECTION
A returned product may be inspected where reasonably necessary.
Inspection may assess:
• Product identity
• Serial number
• Condition
• Completeness
• Accessories
• Packaging
• Signs of installation
• Wiring
• Physical damage
• Reported fault
• Environmental exposure
• Other relevant factors
For technical claims, inspection may be carried out by:
• ELKO EP Kuwait
• ELKO EP
• Manufacturer
• Supplier
• Authorized service centre
• Another qualified technical representative
30. PRODUCTS FOUND NOT TO BE DEFECTIVE
If technical inspection determines that a returned product:
• Operates normally
• Has no reproducible fault
• Has been incorrectly configured
• Was incorrectly installed
• Was used outside published specifications
• Was damaged by a condition outside warranty coverage
we will communicate the assessment where appropriate.
Any chargeable repair, replacement, collection, or other non-warranty service will be communicated before chargeable work is performed.
31. PRODUCT CONFIGURATION AND STORED DATA
Some automation and smart-control products may store:
• Settings
• Programs
• Schedules
• Network information
• Credentials
• Logs
• Configuration
• Project data
Where technically possible, customers should back up important configuration before returning a device.
Technical testing, factory reset, repair, firmware work, or replacement may result in stored configuration being erased.
32. SAFE HANDLING OF SUSPECTED FAULTS
If an electrical product shows signs such as:
• Smoke
• Burning
• Excessive heat
• Melted terminals
• Exposed conductors
• Arcing
• Repeated operation of protection devices
• Another potentially dangerous condition
stop using the product and safely isolate it where appropriate.
Do not continue energizing a potentially dangerous product merely to reproduce a fault.
Contact ELKO EP Kuwait for instructions.
33. ABUSE OR FRAUDULENT RETURNS
ELKO EP Kuwait may reasonably investigate suspected return or refund abuse.
This may include:
• Returning a different product
• Product substitution
• Deliberately damaged equipment
• Altered serial numbers
• Fabricated proof of purchase
• Fraudulent defect claims
• Products not purchased from us
This section will not be used to obstruct a legitimate return, warranty, or consumer claim.
34. CONSUMER COMPLAINTS
Customers who have a concern are encouraged to contact ELKO EP Kuwait so that we can review and attempt to resolve the matter.
Applicable rights to contact Kuwait's competent consumer-protection authorities remain unaffected.
The Ministry of Commerce currently provides a consumer-complaint service and lists the purchase invoice and applicable commercial warranty among the documentation that may be relevant to a complaint.
35. RELATIONSHIP WITH THE WARRANTY POLICY
This Policy and the Warranty Policy should be read separately but together.
In simple terms:
• Return & Refund Policy: covers cancellation, return, exchange, delivery issues, and short-term product-return situations
• Warranty Policy: covers eligible defects during the five-year manufacturer warranty period
A customer does not lose applicable warranty rights merely because the 14-day ordinary return period has ended.
36. CHANGES TO THIS POLICY
ELKO EP Kuwait may update this Return & Refund Policy to reflect changes in:
• Applicable law
• Shopify functionality
• Product range
• Manufacturer processes
• Warranty procedures
• Tap Payments or other payment-provider arrangements
• Local or international fulfilment arrangements
• Direct fulfilment from ELKO EP s.r.o. in the Czech Republic
• Delivery and return arrangements
• Business operations
The current version will be published on our website with its revision date.
Changes will not unlawfully remove rights already acquired through an existing transaction.
37. GOVERNING LAW
This Policy is governed by the applicable laws and regulations of the State of Kuwait.
Nothing in this Policy is intended to exclude, waive, or reduce any mandatory consumer right or remedy.
38. CONTACT & LEGAL INFORMATION
ELKO EP Kuwait
Operated by:
ELKO EP For Trading Electrical Tools & Equipment, Contracting & Agencies
Commercial Registration No.: 430734
Commercial License No.: 2020/9780
Registered Address:
Kuwait, Al Assima Governate, Sharq, Block 5, Al Arabia Tower, 13th Floor
For contact details, return requests, exchanges, refunds, cancellations, defective-product claims, or damaged-delivery enquiries, please refer to our Contact Information page.