Returns, Exchanges & Warranty
We want you to be confident in every Manal AlAlem Kitchenware purchase.
30-Day Returns
Unused products may be returned within 30 days of delivery, subject to the conditions below.
To qualify for a change-of-mind return, the product must be unused, unaltered, in its original condition, returned with its original packaging, accessories and inserts, and accompanied by proof of purchase or the original order record.
To request a return, contact Customer Care and provide your order number and the reason for your return.
Damaged, Defective or Incorrect Items
Please inspect your order when it arrives. If an item arrives damaged, defective or incorrect, contact us as soon as possible with your order number, a description of the issue and clear photographs where applicable.
Once reviewed, we will arrange the appropriate resolution. Depending on the circumstances, this may include replacement, exchange or refund.
Change-of-Mind Returns
For an eligible return that is not related to a damaged, defective or incorrect product, the customer is responsible for the return cost.
Original delivery charges are non-refundable unless the original order was incorrect or the product arrived damaged or defective.
Limited Warranty
Manal AlAlem Kitchenware products include a limited warranty against manufacturing and material defects, subject to the terms and exclusions applicable to the relevant product.
Where a warranty claim is approved, the appropriate resolution will be determined based on the product and circumstances. This may include repair, replacement or another suitable remedy.
Warranty Exclusions
Warranty coverage does not include normal wear, normal edge dulling, cosmetic wear, misuse, accidental or impact damage, dishwasher or soaking damage, rust or other damage caused by improper care, improper sharpening, cutting bones or frozen food with unsuitable knives, use on very hard cutting surfaces, prying or twisting, or other product-specific exclusions stated on the relevant product page.
For natural-wood products, normal grain and colour variation are part of the material and are not manufacturing defects. Normal knife marks on cutting boards are also expected with use.
For storage and magnetic accessories, damage caused by improper installation, unsuitable surfaces, overloading, impact or magnet misuse is not covered.
Mandatory consumer rights under applicable law are unaffected.
Non-Returnable Items
We cannot accept change-of-mind returns for products that have been used, products damaged through misuse or improper care, products returned without their original packaging or required components, personalized or customized products where applicable, gift cards, or items marked final sale where applicable.
Refunds
Once your return has been received and inspected, we will confirm whether the refund has been approved. Approved refunds are issued to the original payment method. Your bank, card issuer or payment provider may require additional processing time.
Exchanges
Where an exchange is appropriate, it is subject to product availability and approval by Customer Care. If the requested replacement is unavailable, we may offer an alternative or process an eligible refund.
