REFUND & RETURNS POLICY

Fictory Official — Victory Line | Last Updated: May 2026

1. Overview

Fictory Official is committed to ensuring your complete satisfaction with every purchase. If for any reason you are not fully satisfied, we offer a straightforward returns and refunds process in accordance with applicable Kuwaiti consumer protection laws.

2. Return Eligibility

You may return eligible items within 14 calendar days from the date of delivery, subject to the following conditions:

•    The item is in its original, unused, and unworn condition

•    All original tags and packaging are intact and attached

•    The item is accompanied by the original receipt or proof of purchase

•    The item has not been washed, altered, or damaged by the customer

Returns outside this 14-day window will not be accepted unless the item is defective or does not match its description.

3. Non-Returnable Items

The following items are not eligible for return or exchange:

•    Underwear, swimwear, and intimate apparel (for hygiene reasons)

•    Sale or clearance items marked as 'Final Sale'

•    Items that have been worn, washed, altered, or damaged by the customer

•    Gift cards and store credit vouchers

•    Items without their original packaging or tags

This exclusion does not apply to items that are defective or incorrectly described.

4. How to Initiate a Return

To start a return, please follow these steps:

•    Contact us at iinfo@fictoryofficial.com or via our Instagram (@fictoryofficial) within 14 days of delivery

•    Provide your order number, the item(s) you wish to return, and the reason for return

•    Our team will review your request and respond within 2–3 business days with return instructions

•    Once approved, pack the item securely in its original packaging and ship it to the address provided

Return shipping costs are the responsibility of the customer, except where the item is defective or was incorrectly sent.

5. Refunds

5.1 Refund Processing

Once we receive and inspect the returned item, we will notify you of the outcome within 3 business days. If the return is approved:

•    Refunds will be processed within 7–14 business days

•    The refund will be applied to your original payment method

•    You will receive a confirmation email once the refund has been issued

5.2 Partial Refunds

In some cases, a partial refund may be issued where items are returned with minor signs of use, missing tags, or incomplete packaging. We will notify you before processing a partial refund.

5.3 Refund Exceptions

Original shipping fees are non-refundable unless the return is due to our error (defective item, wrong item sent, etc.).

6. Exchange Policy

We offer exchanges for a different size or colour of the same item, subject to stock availability. To request an exchange, follow the same return initiation process (Section 4) and specify the replacement item you would like.

If the desired replacement is out of stock, a full refund will be issued instead.

Exchanges are processed within 5–7 business days after receipt of the returned item.

7. Defective or Incorrect Items

If you receive an item that is defective, damaged in transit, or different from what you ordered, please contact us within 48 hours of delivery with:

•    Your order number

•    A description of the issue

•    Clear photographs of the defect or incorrect item

For defective or incorrectly sent items, we will cover return shipping costs and offer one of the following at your choice:

•    A full refund to your original payment method

•    An exchange for the correct or identical item

•    Store credit

8. Your Rights Under Kuwaiti Law

Nothing in this policy limits or excludes your statutory rights as a consumer under Kuwaiti law.

9. Contact Us

For returns, refunds, and exchange enquiries, please reach out:

Email: info@fictoryofficial.com

Instagram: @fictoryofficial

Kuwait — Serving customers worldwide