Return & Refund Policy
At Oraxel Solutions, we are committed to your complete satisfaction. If for any reason you are not happy with your purchase, we are here to help. Please read our Return & Refund Policy carefully before initiating a return.
1. Return Eligibility
You may request a return within 30 days of receiving your order. We accept returns for the following reasons:
- Defective or damaged products received
- Items that do not match the product description or images on our website
- Incorrect item received
- Change of mind / buyer’s remorse (product must be in original, unused condition)
| ✅ Google Ads Compliance Note: Returns are not limited to defective items.
Customers may return items due to change of mind within 30 days. |
2. Condition of Returned Items
To be eligible for a return, items must meet the following conditions:
- Returned within 30 days of the delivery date
- In their original packaging (box, accessories, manuals, tags)
- Unused and undamaged (unless the item arrived defective or damaged)
- Accompanied by proof of purchase (order number or receipt)
Items that have been used, damaged by the customer, or are missing original packaging may not qualify for a full refund and will be assessed on a case-by-case basis.
3. Non-Returnable Items
The following items are not eligible for return:
- Items returned after 30 days from the delivery date
- Perishable or consumable goods (if applicable)
- Customised or personalised items made to order
- Items that have been clearly damaged by the customer after delivery
- Any item explicitly marked as “Final Sale” or “Non-Returnable” at the time of purchase
4. How to Initiate a Return
Please follow these steps to initiate a return:
- Contact our support team within 30 days of delivery
- Reach us via email at [email protected] or WhatsApp at +965-96088916
- Provide your order number, the item(s) you wish to return, and the reason for return
- Our team will respond within 2 business days with return instructions and a return address
- Securely pack the item(s) and ship them using the instructions provided
- Once we receive and inspect the return, we will process your refund or exchange
5. Return Shipping Costs
| Return Reason | Who Covers Shipping? |
| Defective, damaged, or incorrect item | Oraxel Solutions covers return shipping |
| Change of mind / buyer’s remorse | Customer is responsible for return shipping costs |
6. Refund Processing
Once we receive and inspect the returned item, we will notify you of the outcome within 2 business days. If your return is approved:
- Refunds will be processed within 7–10 business days of approval
- The refund will be issued to the original payment method used at checkout
- Please allow additional time for your bank or payment provider to process and reflect the refund (typically 3–5 business days after we process it)
If your return is not approved (e.g., due to item condition), we will contact you to discuss available options.
7. Restocking Fees
We do not charge any restocking fees for eligible returns. Returns are processed free of additional charges on our end.
8. Exchanges
If you would prefer an exchange rather than a refund, please indicate this when you contact us. Exchanges are subject to product availability. If the desired replacement item is unavailable, we will process a full refund instead.
9. Late or Missing Refunds
If you have not received your refund within the stated timeframe, please:
- Check your bank account or payment app again
- Contact your bank or credit card provider — processing times can vary
- If you still have not received it after 10 business days, contact us at [email protected] or +965-96088916
10. Contact Us
| [email protected] | |
| WhatsApp / Phone | +965-96088916 |
| Support Hours | 09:00 – 17:00 (Sunday – Thursday) |
| Address | Sharq, Block 7, Khaled Ibn Waleed Street, 25 Feb Tower, 8th Floor, 6150, Safat 13122, Kuwait |
Last Updated: March 2026 | Oraxel Solutions | oraxel.com