This page sets out the legal terms and conditions (“Terms & Conditions”) under which ARVEA for Importing Pharmaceuticals and Medical Supplies Co. W.L.L.. or its relevant affiliated company in your territory of residence sell any of the products (“Products”) listed on our website, mobile or tablet application, or any other platform (collectively referred to as “Website” www.arveanature.com) to you. We seek to comply with international standards in distance-selling and e-commerce at all times and if you have any concerns, please contact us on customerservice.kw@arvea-nature.com

      1- Your order
By placing an order for Products through our Website, you are confirming that you intend to enter into a contract with us for the purchase of those Products. You place the order for your Products on the Website by clicking the ‘Confirm Order’ button at the end of the checkout process. During the checkout process, you will be asked to complete your payment details. All fields indicated as compulsory must be completed (which includes providing us with a valid phone number email address). We will then send you an email confirming receipt, the details of your order and the delivery costs which will be added to the purchase price (if applicable).

Please note that neither completion of the online checkout process nor our confirmatory email constitute our acceptance of your order. Our acceptance of your order will take place only upon receipt of full payment from you.   If we cannot supply you with the Products you ordered for whatever reason, including for example where you have placed a bulk order for 15 or more items of the same product, we will not process your order and will inform you of this. If you have already paid for the Products we will provide you with a full refund as soon as reasonably possible.

     2- Delivery / collection
We can only process orders for delivery or collection within countries in which we are permitted to sell the Products. You may opt for the Products to either be delivered to your address or to be made available at one of our designated stores for your collection.

If you opt for collection at one of our stores, you will be asked to choose a designated store which is convenient for you. Note that you may only collect from a designated store of the same brand as the Products being purchased. We will try our best to either deliver the Products to your address or make the Products available for collection at the relevant store by the estimated delivery/collection date set out in our order confirmation email. If we are unable to meet our estimated delivery/collection date, we will contact you as soon as we can with a revised estimated date. We will inform you when the order is ready for collection or has been delivered to your address, as the case may be. If you have opted for collection at one of our stores, you must collect the order within 7 days of notification that the order is ready failing which we reserve the right to cancel the order, return the Products to our warehouse and (if necessary and possible) process a refund to your payment card.

If you have selected delivery to your address and no one is available at the specified address at the time of delivery, our delivery company will contact you to arrange re-delivery. The Products will only be left with a third party (such as building caretaker or a maid) with your express authority. 

All risk in the Products you order (including risk of loss and/or damage to the products) shall pass to you when they are delivered to the delivery address specified in your order, or collected from our store (as appropriate) and we will NOT be liable for a refund or a replacement of the Products in the event the address you specified is incorrect. Occasionally, the supply of your Products may be delayed or prevented for reasons beyond our control (e.g. material shortages, import delays or higher than anticipated demand). Where this is the case, we will make every effort to keep you informed but shall be under no liability to you for such delay or failure.

    3- Authorized Card Holder
You may place an order for Products on our platforms by selecting the Product(s) you wish to purchase, adding them to your basket, and then completing the checkout process (an “Order”). During the checkout process, you will be asked to provide a number of details. All fields indicated as compulsory must be completed in order for us to process your Order (which includes, providing us with your name, delivery address (if applicable), payment details (except where cash on delivery is selected), a valid telephone number and email address). Any personal information that you provide to us will be managed by us in accordance with the Privacy Policy. Where you use a credit or debit card to pay for your Order, you confirm that the credit/debit card that is being used is yours or that you have been specifically authorised by the owner of the credit/debit card to use it. All credit/debit card holders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorise payment to us, we will not be liable for any delay or non- delivery.

   4- Returns for Online Orders
For returns related to online purchases, all risk (including risk of loss and/or damage to the products) shall pass to you when they are delivered to the address specified in your order and we will not be liable for a refund or replacement in the event the address you specified is incorrect. Occasionally, the supply of your Products may be delayed or prevented for reasons beyond our control (e.g., material shortages, import delays or higher than anticipated demand). Where this is the case, we will make every effort to keep you informed but shall be under no liability to you for such delay or failure.

1. Replacement and Return

- If a new partner decides to return purchased products, their account will be terminated.

- The products must be in good condition, unopened, and unaltered for a return, replacement, or refund to be processed.

- If payment was made in cash, the refund will be issued in cash. If payment was made by credit card, the refund will be credited to the credit card used for the purchase.

2. Risk Allocation

- It is necessary to specify responsibilities in case of loss or damage to products during delivery.

A) General Return
We offer a fourteen (14) day discretionary return policy, under which you can request to return a product that you have purchased online and receive a refund of the purchase price of the product. If the full order is returned, you will be entitled to a full refund of the shipping fees incurred in the original order. This policy does not apply to defective or damaged products, which shall be returned under the Defective or Damaged Product Return Policy set out below.  Any return made under this policy must be received by us within fourteen (14) days of the date upon which you received your order.

This General Returns Policy is offered to make your online shopping experience easier. However, we monitor the number of returns made by customers and may refuse to accept requests for future orders at our discretion if goods are returned repeatedly.

This General Returns Policy does not apply if the product:

    - is an e-gift card or the top up of an e-gift card;

   - is not in its original unopened packaging with all labels still attached;

   - is not in its original state and has items missing, such as product cover , seal … has already been used;

   - was a clearance item marked as non-returnable;

   - was sold as part of a promotion such as a two-for-one or with a free product;

   - is one of the following: 

          - fragrances;

         - health & beauty products (such as skincare, make-up & cosmetics);

         - a perishable product.

Please note the below options, where applicable, to return the product for a refund:

1. Return to store: Visit your nearest store

2. Request a return online

    For any of the return options above, when you send the product you must:

1. ensure that the product is in its original unopened packaging with all tags and labels attached;

2. if the product was sold alongside a free gift, you must also return the free gift along with the returned product,

and the free gift must also not have been used or fall into one of the categories or products that cannot be

returned, as listed above;

3. include the original invoice.

You must ensure that the returned product reaches us within fourteen days of the date upon which you received your order. Any returned product that arrives at our returns facilities after this date may not be processed. Please note that any product that does not include the original invoice may not be processed. Furthermore, if you fail to include your invoice it may not be possible for our returns facility to link the received product to your account. It is therefore important  to ensure that the original invoice are included to ensure that we can process your refund. We shall not be liable for any inability to process a refund where the required invoice was not enclosed. 

All items which are returned will be assessed and validated before they are accepted for a refund. If you return a product otherwise not eligible for a refund under this General Return Policy, your claim for a refund will be rejected.  Where your request for refund is approved, such refund will be made back to your original method of payment. For example, if you paid by credit card, a refund will be made to your credit cardPlease note that the refund processing time may differ depending on the method of payment used.

B) Defective or Damaged Product Returns
All products purchased online are carefully inspected and packaged before shipment. In the unlikely event that the products you receive are damaged or faulty on arrival or you receive an incorrect item in your order, or the product does not match the product description on our website or mobile application, you may return the product. Where your product qualifies for a refund, you will receive a full refund of the product price. If the full order is returned, you will be entitled to a full refund of the shipping fees incurred in the original order.

Any returns made under this policy must be made as soon as possible, and in any event, the products must be received by our returns facility within the below period given as per your country of order. Any returns received outside of this timeframe will not be processed.

Please note that refunds will not be made for damaged items that have already been used.

Please note the below options, where applicable, to return the product for a refund:

1. Return to store: Visit your nearest store

2. Request a return online:

   For any of the return options above, when you send the product, you must:

1. ensure that the product is in its original unopened packaging with all tags and labels attached;

2. if the product was sold alongside a free gift, you must also return the free gift along with the returned product, and the free gift must also not have been used or fall into one of the categories or products that cannot be returned, as listed above;

3. include the original invoice.

Any returned product that arrives at our returns facilities after the required return period may not be processed. Please note that any product that does not include the original invoice may not be processed. Furthermore, if you fail to include your invoice, it may not be possible for our facility to link the received product to your account. It is therefore important to ensure that the original invoice is included to ensure that we can process your refund. We shall not be liable for any inability to process a refund where the required invoice was not enclosed.

Once we receive your item at the returns facility, you will receive an email to confirm the receipt of your returned items. All items which are returned will be assessed and validated before they are accepted for a refund. If the stated issue is not found in the product you return, or if you return an incomplete product, your claim for a refund will be rejected. Subject to our assessment and validation process, you will be entitled to receive a full refund of the product price. If the full order is returned, you will be entitled to a full refund of the shipping fees incurred in the original order. Where you request a refund, such refund will be made back to your method of payment. For example, if you paid by credit card, a refund will be made to your credit card. Please note that the refund processing time may differ depending on the method of payment used.

   5- Online Order Cancellations
If you wish to cancel your online order, you may do so by calling our Customer Services department during working hours and within one hour of having placed it.

If you paid by credit card or debit card (KNET in Kuwait), and you have canceled in accordance with this clause, then we will reverse the authorization or process a refund transaction (as the case may be) as soon as possible. However, we are not responsible for how long this will take to be reflected on your account as this is dependent on bank processing procedures.

Subject to local consumer protection laws applying in your country of purchase, please note that we cannot accept cancellations outside of the specified periods as the order will have been processed and can only then be canceled through our returns/refunds process as mentioned above.

Refunds will be done only through the original mode of payment.

Gift messages
If you order a Product as a gift, we may offer you the opportunity to add a gift message to your purchase. If you chooseto use the gift message service, you acknowledge and agree that:

• the gift message service is provided for your own personal and non-commercial use only;
• the gift message you instruct us to send on your behalf to a third party will not contain anything which could be construed as harassing, threatening, vulgar, abusive, obscene, defamatory, racist or which may cause embarrassment or distress to any person or which is otherwise unlawful or objectionable;
• you will not impersonate any person, including but not limited to any of our employees or customers;
• you are entirely responsible for the text and other content of your gift message and we accept no liability for any such content;
• we do not pre-screen messages, but may monitor content from time to time for the purpose of guarding against unlawful or inappropriate gift message; and
• we have the right to refuse to send messages and to terminate access to the gift message service at any time and without liability to you.
  
  

Promotional offers
From time to time, we may make available promotional offers on the Website and in such cases specific terms and conditions will apply. Such offers may be time-limited and orders may not qualify if they have not been fully processed by you within the stated time period. Promotions where you are eligible for a free item (e.g. buy one get one free), only apply to qualifying items displaying the offer message on their product information pages, and unless the promotions indicate otherwise, apply to the lowest-priced qualifying item. Offers may not be combined with other promotions, offers and voucher codes unless otherwise specifically stated. We reserve the right to amend or terminate a promotion at any time without notice.

Legal Compliance
- It must be stipulated that the contract complies with local laws and regulations, consumer protection laws, data protection regulations, and industry-specific MLM regulations.

Dispute Resolution
- There needs to be a mechanism for dispute resolution (arbitration, mediation, etc.). It should be efficient and practical to resolve potential conflicts.