POLICIES AND PROCEDURE

At Maddah Home we strive to support you to the best of our ability. Our policies and procedures have been placed to make your shopping experience smooth and friendly. We want you to be certain that we have placed extreme measures to insuring that our customer's satisfaction is above all and have listed the most frequently answered questions below.

DELIVERY PROTOCOLS

Living in the GCC, we got you covered

For local purchases in Kuwait, deliveries take place within 2-5 working days (excluding public holidays) depending on the location, size, and number of rugs purchased.  Immediately after the payment is done, a delivery date is set and is displayed on the confirmation receipt.  Our customer support will contact you 24 hours ahead of delivery to confirm the exact time slot for the delivery.  Make sure that the contact number on the invoice is the correct number so we are able to contact you easily.  Our customer support will contact you one final time on the day of delivery to reconfirm that the delivery will be out soon.  In case you want to change the delivery  date, kindly contact us on (+965) 22254433 to request for a more suitable time. 


For international purchases from Kingdom of Saudi Arabia, United Arab Emirates, Bahrain, Oman, and Qatar deliveries take place within 3-10 working days (excluding public holidays) depending on the location, size, and number of rugs purchased.  Immediately after the payment is done an approximate delivery date will be set and displayed on the confirmation receipt.  Our international delivery partner is DHL; they will be taking the most extreme measures to insure that your rugs get delivered within the expected time frame as displayed in the receipt.  Once the invoice has been created a tracking number will be generated and emailed to you in order to track your shipment.  Click here to track your order.

RETURNS AND REFUNDS.

A hassle free experience

We want your shopping experience to be enjoyable and hassle free.  Choosing and buying the items you want without hesitation and the fear of choosing the wrong item that might not fit or not match the rest of your furniture.  We have an extremely flexible return policy that gives you the control to buy at the comfort of your homes.  Your comfort is our satisfaction.


For all local purchases from Kuwait, full refunds are accepted if within 14 days from purchase date. A thorough inspection of the returned item(s) is to take place in our showroom ahead of refund. If the item(s) returned is not in the same condition it was in during the time of purchase or is damaged, we will inform you and will have the full right to decline the refund. The refund amount will return back to your payment card within 5-7 working days. Delivery charges are nonrefundable.


For international purchases from Kingdom of Saudi Arabia, United Arab Emirates, Bahrain, Oman, and Qatar, full refunds are accepted if within 14 days of delivery.  Customers are responsible for purchasing a shipping label and all costs associated with the return of the item(s). All returned merchandise must have a valid return authorization number and tracking number in order to properly be refunded by our team. To initiate a refund, kindly contact our Customer Service team on (+965) 99610848, or email us at admin@maddahhome.com.  The refund amount will return back to your payment card within 5-7 working days after the item has been received at our warehouse.  Delivery charges are nonrefundable.

EXCHANGE POLICY

Wrong selection, no worries

If the selection of rug(s) was in any way unsuitable, exchanges are acceptable if within 14 days from the date of purchase.  Exchanges are only acceptable for local purchases in Kuwait.  Our exchange policy is very simple:

  1. WhatsApp us on (+965) 99610848 or call us on (+965) 22254433 immediately to inform us about the exchange.

  2. We will check if the required rug(s) is still in stock and available, if not, you will be informed, and therefore will have the right to return the item and request a refund.

  3. The rug must be returned back to the showroom for a thorough inspection that the item is still in the condition that it was purchased in.

  4. The newly requested item is to be taken directly from the showroom, if you request a delivery, a new delivery fee will be charged. 

  5. Only rugs that are 400x550 cm and 400x600 cm are exempt from a showroom return, call us on (+965) 22254433 to arrange for an exchange pick up.


*It is important to note that international purchases cannot be exchanged.  


ERRORS OR DEFAULTED ITEMS

A new piece is to be provided

If the item received is not what you ordered and/or is a defaulted item please contact us immediately and we will work with you on replacing it with the product that you ordered.  WhatsApp us on (+965) 99610848 or call us on (+965) 22254433, and our Customer Support will assist you.

You can compare max 4 products.