Refund and Returns Policy

Refund and Returns Policy

At SunMoon, we are committed to providing quality tools and equipment to our customers in Kuwait. If you are not satisfied with your purchase, we are here to help.

1. Returns Eligibility

You may return products purchased from SunMoon within 14 days of delivery if:

  • The product is unused, unopened, and in original condition
  • The product is defective or damaged upon delivery
  • The wrong item was shipped
  • You provide the original receipt or order confirmation
Items NOT eligible for return: Electrical items (safety standards), used or opened products, custom/special orders, clearance/sale items, and gift cards.

2. Return Process

Step Action Timeline
1 Contact us via WhatsApp, email, or visit Shuwaikh store Within 14 days of delivery
2 Provide order number, product details, and reason for return Same day
3 Our team reviews and approves/denies return request 1-2 business days
4 Approved: Pack item in original packaging with receipt Within 3 days of approval
5 Drop off at Shuwaikh store or schedule pickup Within 7 days of approval
6 Inspection and refund processing 3-5 business days after receipt

3. Refund Methods

Original Payment Refund Method Processing Time
KNET / Debit Card Original card reversal 5-10 business days
Credit Card Original card reversal 7-14 business days
Cash on Delivery Bank transfer or store credit 3-5 business days
Online Payment Original payment method 5-10 business days

Store credit: Instant — use on next purchase, no expiry.

4. Exchange Policy

  • Defective items: Exchange for same item or store credit
  • Wrong item shipped: Free exchange + we cover return shipping
  • Change of mind: Exchange for different item (price difference paid by customer)

5. Shipping Costs

Situation Who Pays Return Shipping
Defective/damaged product SunMoon — free return
Wrong item shipped SunMoon — free return
Change of mind / wrong size ordered Customer — return at own cost

6. Damaged or Defective Items

If your item arrives damaged or defective:

  1. Take photos of the damage and packaging immediately
  2. Contact us within 48 hours of delivery
  3. Do not use or discard the item until we confirm
  4. We will arrange free replacement or full refund

7. Warranty Claims

Product Type Warranty Period Coverage
Power tools 6-12 months (brand dependent) Manufacturing defects
Electrical items 6 months Manufacturing defects
Hand tools 12 months Breakage under normal use

Warranty does NOT cover: Normal wear and tear, misuse/abuse/accidents, unauthorized repairs, consumable parts (blades, bits, brushes).

8. Cancellation Policy

Order Status Cancellation Refund
Not yet shipped Full cancellation 100% refund
Already shipped Refuse delivery or return unopened Refund minus shipping
Custom/special order No cancellation once production starts No refund

Contact Us

WhatsApp +965 97365746
Email info@sunmoon-kw.com
Phone +965 97365746
Store Address Block-2, B-44/45, Shop 9/10, Shuwaikh, Kuwait
Business Hours Saturday – Thursday: 9:00 AM – 8:00 PM, Friday: Closed

9. Policy Updates

SunMoon reserves the right to update this policy. Changes posted on this page with updated date.

Last updated: May 2026