Return & Refund Policy

Return & Refund Policy


We appreciate your business and strive to provide quality products and reliable service. Due to the nature of agricultural and live products, this policy outlines clear guidelines for returns, exchanges, and refunds.

1. Returns Due to Damage or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please follow the steps below:

  • If visible damage is noticed at delivery, the item must not be accepted and should be returned immediately with the delivery team.

  • If damage is not visible at the time of delivery, it must be reported within 48 hours of receiving the order.

  • Clear photos or videos of the product and packaging are required for assessment.

You may report issues by:

  • Informing the delivery team at the time of delivery

  • Contacting the sales executive who handled your order

  • Contacting our customer support team

📞 Customer Care: +965 61110166
📧 Email: sales@aljahra.com.kw

Requests reported after 48 hours will not be accepted.

2. Live Plants & Natural Products Policy

Live plants are natural and perishable items. Variations in size, shape, color, or minor leaf drop due to transportation stress are normal and not considered defects.

Returns or refunds for live plants will not be accepted due to:

  • Improper watering or care

  • Environmental conditions (sunlight, temperature, humidity)

  • Pests or relocation stress

  • Delayed reporting beyond 48 hours

Once a plant is delivered and accepted, responsibility for its care transfers to the customer.

3. Non-Returnable & Non-Refundable Items

The following items are not eligible for return, exchange, or refund:

  • Customized or special-order items

  • Landscaping, installation, or maintenance services

  • Ground plantation or planted-on-site items

  • Soil, fertilizers, seeds, and plant food once opened

  • Discounted, clearance, or promotional items

  • Products altered, used, or repotted after delivery

4. Eligible Returns (Non-Plant Items)

Non-plant items such as pots, planters, accessories, and tools may be eligible for return within 14 days of purchase, provided that:

  • The item is unused and undamaged

  • Original tags and packaging are intact

  • Original invoice is presented

  • The item passes inspection upon return

5. Return Handling & Pickup Fees

  • Return pickup and handling fees start from 20 KWD, depending on location and quantity.

  • Customers may also return eligible items directly to our premises free of charge.

Delivery charges are non-refundable.

6. Refund Process

  • Approved refunds will be issued to the original payment method.

  • Refund processing may take up to 14 working days after inspection and approval.

  • Refunds are subject to internal verification and policy compliance.

7. Order Cancellation

  • Orders can be canceled only before dispatch.

  • Once an order is prepared, dispatched, or ready for delivery, cancellation is not possible.

  • Same-day orders cannot be canceled after confirmation.

8. Final Decision

All return, exchange, and refund requests are reviewed on a case-by-case basis.
Al Jahra Nursery reserves the right to approve or reject requests in accordance with this policy.

9. Policy Updates

All return, exchange, and refund requests are reviewed on a case-by-case basis.
Al Jahra Nursery reserves the right to approve or reject requests in accordance with this policy.

10. Contact Information

Email:
sales@aljahra.com.kw

Customer Support:
+965 61110166

Address:
Al Jahra Nursery
Al-Rai, Nurseries Area
Fourth Ring Road – Kuwait