Exchange and Return policy

Return and Exchange Policy-kaafo platform

At kaafo, we take care of our customers ' satisfaction and provide a flexible return and Exchange Policy, subject to the following conditions:

It is allowed to return products within 3 days and exchange them within 7 days from the date of receipt, and it is required to bring the original invoice to take advantage of the service. The return and Exchange includes all items except the following products: electronic devices, software, electronic games, computers and computer games and prepaid cards, unless they have an obvious factory defect.

The returned or exchanged product must be in the same condition as when purchased, wrapped in the original packaging, unopened or used, and carry the original labels without removing. In case of violation of these conditions, the platform has the right to refuse the return or replacement request, unless it turns out that there is a factory defect.

Promotional offers associated with the product can only be returned if they are in their original condition, and if they are not available, their value will be deducted from the refund amount.

Refunds are made with the same original payment method, except for purchases paid with partner vouchers or by a third party, where the amount is originally refunded as a credit available in the KFU platform store for use in subsequent purchases. If the customer does not want the balance: if the customer wishes to refund the amount instead of the store balance, the service platform fees of 10% of the total amount will be deducted to cover the administrative costs and operational fees of the service provider, and these fees apply in all cases of refunds made through a third party. The refund process takes between 7 – 14 business days, the duration may vary depending on the receiving bank or financial service provider.
In the event that the customer cancels the order that was paid via electronic payment methods, the customer will bear all fees related to the payment process (e-payment gateway fees)

Return, exchange and warranty services are valid only within the country from which the product was purchased. Maintenance fees are non-refundable.

For purchases via the website, the receipt of the shipment from the shipping company is an acknowledgement from the customer that the shipment arrived in proper condition and was not opened before receipt. The return and exchange period is calculated from the date of receipt of the shipment.

To get the service, the customer can visit the nearest branch of the KFU platform (please visit the branches page), and in case there is no branch in the city, you can contact us at +966509299736 and the shipping company representative will take over the receipt of the product.

Shipping fees, taxes and customs duties are not refundable in the event of a return or refusal to receive the order, except in the case of a proven manufacturing defect. Also, orders shipped internationally are not subject to return or exchange unless there is a factory defect in the product, in which case the customer can contact us to be coordinated with the shipping company.

Cases resulting from misuse, breakage, cutting, exposing the product to unsuitable conditions (such as water for non-resistant devices), or attempting to repair the product outside authorized maintenance centers are excluded from the warranty.

Renewed product policy (Refurbished):

Refurbished products are treated in a special way to ensure transparency. When the Refurbished product is opened, it is considered used and it is not allowed to return or exchange it, and only warranty and maintenance are applied to it according to our approved conditions.

In case of Return of an incomplete product or in an improper condition as a result of poor packaging, the platform reserves the right to refuse the order or deduct a percentage of the refund amount to cover damages.

Also, if the order is shipped and the customer refuses to receive it for no acceptable reason (such as a factory defect or sending the wrong product), the round-trip shipping fees will be deducted, in addition to the fees of the electronic payment gateway.Except for products that have been specially installed for the customer and include (desktop computers and gaming computers), exceptions are excluded from this and 20% of the order value is deducted .

Please note that some accessories such as game consoles (PlayStation, Xbox, etc.) are covered by a short-term warranty not exceeding 10 days from the date of receipt.


Fraudulent Transaction Policy (Prior to Delivery)
"In the event that any purchase is identified or flagged as a fraudulent or suspicious transaction by the website's verification systems—prior to the shipment or delivery of the order to the customer—the website reserves the right to cancel the transaction immediately.
In such cases, the amount will be refunded to the original cardholder minus all administrative and transaction fees incurred by the electronic payment gateway, as these are non-refundable operational costs. The user acknowledges that safeguarding their card and its data is their sole responsibility, and the website shall not be held liable for covering costs associated with transactions cancelled for security reasons."