Refund policy

BlackShadows Kuwait Payment, Refund, Replacement & Adjustment Policy

At BlackShadows Kuwait, most of our products — including mirrors, canvas artwork, ceramic décor, and customized decorative pieces — are made or prepared specifically according to each customer's order.

For this reason, an order is only officially accepted and confirmed after payment has been completed through one of our approved payment methods.

IMPORTANT: The 24-hour refund period starts strictly from the exact Order Issue Date & Time recorded by BlackShadows after the customer's payment has been successfully completed and the order has been officially confirmed.

The 24-hour period does not start from the delivery date, installation date, production completion date, or the date the customer receives the product.

Once 24 hours have passed from the official Order Issue Date & Time, the order becomes non-refundable.

After this period, any eligible issue will be handled only through repair, adjustment, correction, remanufacturing, or replacement, depending on the situation.

1. Payment & Order Confirmation

BlackShadows Kuwait will only accept and confirm an order once the required payment has been successfully completed.

Customers may choose between:

  • Full payment in advance through one of our approved payment methods; or

  • Payment through Tabby or Taly, allowing the customer to divide the purchase into 4 monthly installments with no additional charges, subject to the approval and terms of the respective payment provider.

Once payment has been successfully completed and the order has been issued, the official Order Issue Date & Time is recorded.

This exact date and time is the starting point of the 24-hour cancellation and refund period.

Because BlackShadows uses outsourced delivery and installation companies, delivery drivers and installation technicians are not authorized to collect payments from customers.

Therefore, we do not accept:

  • Cash on delivery;

  • Cash payments to delivery or installation staff;

  • Deposits or down payments followed by a remaining balance;

  • Partial payment before production with the balance due upon delivery;

  • Direct payment divided into two or more separate payments;

  • Or any other partial-payment arrangement outside our approved installment providers.

For direct payments to BlackShadows, the full order amount must be paid before the order is accepted and production begins.

The only approved installment options are Tabby or Taly, where the installment arrangement is managed directly by the payment provider.

2. Refunds — Strictly Within 24 Hours of the Order Issue Date & Time

Customers may request cancellation and a refund only during the first 24 hours from the official Order Issue Date & Time recorded by BlackShadows.

For complete clarity:

The 24-hour period begins from the exact time the order is officially issued and confirmed after successful payment.

It is not calculated from:

  • The delivery date;

  • The installation date;

  • The date the customer receives the product;

  • The production completion date;

  • A later conversation with customer service;

  • Or any later appointment relating to the order.

For example, if an order is officially issued at 6:00 PM on Sunday, the refund period ends at 6:00 PM on Monday.

After that exact time, the order becomes final and non-refundable.

Once the 24-hour period has expired, any approved solution will be limited to:

  • Repairing the product;

  • Adjusting or modifying it;

  • Correcting the product;

  • Remanufacturing it;

  • Or replacing it with a new product where applicable.

3. Faulty or Damaged Products

If a product has a confirmed manufacturing defect, damage, or another issue caused by BlackShadows, we will inspect the matter and provide an appropriate solution.

Depending on the situation, we may:

  • Repair the product;

  • Adjust or modify it;

  • Remanufacture it;

  • Or replace it with a new product.

Where the issue is confirmed to be our responsibility, the appropriate correction will be carried out without additional cost to the customer.

However, if more than 24 hours have passed from the official Order Issue Date & Time, no monetary refund will be provided.

Our responsibility will instead be to correct, repair, remake, or replace the affected product as appropriate.

4. Incorrectly Produced Orders

If BlackShadows produces an order incorrectly despite receiving clear and approved specifications from the customer, we will take responsibility for correcting the issue.

The solution may include:

  • Adjusting the existing product;

  • Correcting the affected part;

  • Remanufacturing the product;

  • Or replacing it with a new product that matches the originally approved order.

After the 24-hour period has expired, the solution will be correction or replacement — not a monetary refund.

5. Custom-Made Products

Products that are manufactured or prepared specifically for each customer include, but are not limited to:

  • Decorative mirrors;

  • Custom-sized mirrors;

  • Canvas paintings and prints;

  • Ceramic decorative pieces;

  • Custom artwork;

  • Custom-sized products;

  • And personalized decorative designs.

These products become strictly non-refundable after 24 hours from the official Order Issue Date & Time.

After that period, refunds will not be accepted for reasons including:

  • Change of mind;

  • Change of design preference;

  • Change of color or size;

  • Incorrect measurements supplied by the customer;

  • Specifications or choices previously approved by the customer;

  • The product no longer being suitable for the customer's space;

  • Or any other reason not caused by an error from BlackShadows.

Where technically possible, BlackShadows may offer an adjustment or modification.

Additional charges may apply where the requested change is made by the customer and is not the result of an error by BlackShadows.

6. Replacement With Another Product

Where BlackShadows approves a replacement, the customer may choose:

  • The same product as a replacement;

  • Another product of the same value;

  • Or a higher-value product by paying the price difference.

If the customer selects a product with a lower value than the original order, the remaining difference will not be refunded in cash, unless otherwise approved by BlackShadows management or required by applicable law.

All replacements and adjustments remain subject to technical feasibility and approval.

7. Orders Paid Through Tabby or Taly

Orders paid through Tabby or Taly are subject to the same BlackShadows refund, replacement, and adjustment policy.

Customers may divide the purchase into 4 monthly installments without additional charges, subject to the approval and conditions of the respective payment provider.

For Tabby or Taly orders, the 24-hour period begins from the exact time the payment transaction is successfully approved and BlackShadows officially issues the order.

It does not begin from the date of the final installment payment.

After the 24-hour period:

  • The order is non-refundable;

  • The product may be adjusted or corrected where applicable;

  • The product may be replaced with another product of the same value;

  • Or the customer may choose a higher-value product and pay the difference.

Any matters relating specifically to installment collection, payment schedules, or the customer's Tabby or Taly account may also be subject to the respective provider's terms and procedures.

8. Customer-Approved Designs, Measurements & Specifications

Once the customer approves the design, measurements, colors, materials, layout, or other order specifications, BlackShadows will manufacture the product according to that approval.

Any change requested after approval will be considered a new modification request and may result in additional charges.

BlackShadows is not responsible for incorrect measurements, specifications, colors, or design selections supplied or clearly approved by the customer before production.

9. Final Policy — The 24-Hour Rule

All BlackShadows Kuwait orders must be fully paid in advance or successfully approved through Tabby or Taly before they are officially accepted and confirmed.

The refund period is strictly limited to 24 hours from the exact Order Issue Date & Time recorded after successful payment and confirmation of the order.

Once those 24 hours have passed, no monetary refund will be issued.

Where there is a confirmed error, manufacturing issue, or defect caused by BlackShadows, the matter will be resolved through:

Repair, adjustment, correction, remanufacturing, or replacement with a new product, depending on the circumstances — not through a monetary refund.

This policy remains subject to any mandatory consumer rights applicable under the laws of the State of Kuwait.

For any questions or assistance regarding an order, please contact BlackShadows Kuwait via WhatsApp:

+965 6033 2818