Refund policy
RETURN, EXCHANGE, AND REFUND POLICY
We want every MIRAGE customer to be satisfied with their order. This policy explains the conditions and process for requesting a return, exchange, or refund.
1. UNOPENED PRODUCTS
For orders delivered within the State of Kuwait, a customer may request a return or exchange within 15 days from the date of delivery if the product:
• Has not been opened or used.
• Remains in its original condition.
• Includes its original packaging.
• Has not been damaged, altered, or handled in a way that affects its resale condition.
• Is accompanied by proof of purchase or a valid order number.
2. OPENED OR TESTED FRAGRANCE PRODUCTS
A fragrance product that has been opened only for the purpose of testing the scent may be requested for return or exchange within one day, meaning 24 hours, from the time of delivery.
The product must not have been heavily used, damaged, altered, or emptied. MIRAGE may reasonably inspect the product before approving the request.
3. HOW TO REQUEST A RETURN OR EXCHANGE
Before returning any product, please contact MIRAGE through:
Email:
info@mirageku.com
Phone and WhatsApp:
+965 9605 1901
Please provide:
• Your order number.
• The customer’s name and telephone number.
• The product concerned.
• The reason for the request.
• Clear photographs or videos if the product is damaged, defective, or incorrect.
Products must not be handed to a delivery representative or sent back before the request has been approved by MIRAGE.
4. RETURN SERVICE FEE
For an approved customer return, a return service fee equal to 50% of the delivery fee originally paid when the order was completed will be deducted from the refund.
If no delivery fee was paid when completing the order, no return service fee will be calculated under this clause.
The return service fee will not apply when the customer receives:
• An incorrect product.
• A product that arrived damaged.
• A product confirmed to be defective.
5. DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS
Please inspect your order when it is received.
If a product arrives damaged, defective, or different from the product ordered, contact us as soon as possible and provide photographs or videos where reasonably requested.
After verification, MIRAGE will arrange an appropriate replacement, exchange, or refund without charging the customer the return service fee.
6. PRODUCTS THAT CANNOT BE RETURNED
A return or exchange may be refused if:
• The applicable return period has expired.
• The product has been heavily used.
• The product was damaged after delivery.
• The product has been altered or misused.
• The original product or packaging is missing.
• The product does not match the product originally supplied.
• The customer returned the product without obtaining prior approval.
This does not limit any mandatory right available under applicable law.
7. EXCHANGES
Approved exchanges are subject to product availability.
If the requested replacement product is unavailable, the customer may select another available product, subject to any price difference, or request an eligible refund.
8. REFUNDS
Approved refunds will be issued through the original payment method whenever possible.
The time required for the refunded amount to appear may vary depending on the bank or payment provider. MIRAGE is not responsible for processing delays caused solely by the customer’s bank or payment provider after the refund has been successfully issued.
Any applicable return service fee will be deducted before the refund is processed.
9. ORDERS OUTSIDE KUWAIT
MIRAGE currently delivers only within the State of Kuwait.
If international delivery becomes available in the future, orders delivered outside the State of Kuwait will not be eligible for return or exchange, except where required by applicable law.
10. CONSUMER RIGHTS
Nothing in this policy excludes or limits any mandatory consumer right available under the laws of the State of Kuwait.
11. CONTACT US
For return, exchange, or refund assistance:
MIRAGE
Email:
info@mirageku.com
Phone and WhatsApp:
+965 9605 1901
Customer Support:
Available 24/7