Return Policy

Return and exchange policy

At Orion Storm – Kuwait, we are committed to your complete satisfaction. While our mattresses come with a long-term warranty against manufacturing defects, we also offer a clear and fair return and exchange policy within 14 days, in accordance with the Kuwaiti Consumer Protection Law (Law No. 39 of 2014).

1. Return and exchange within 14 days

You can request a return or exchange of the product within 14 days from the date of purchase only in the following cases:

  • The product is unused, in its original condition, and with full packaging
  • The original purchase invoice is present
  • The product was delivered damaged, defective, or differs from the description

For eligible products, you can choose to exchange the product, receive store credit, or get a refund (depending on the condition assessment).

2. Non-returnable products

For hygiene, safety, and product quality reasons, the following products cannot be returned or exchanged unless there is a proven manufacturing defect:

  • Opened or used mattresses
  • Pillows, comfort layers, or sleep accessories
  • Custom-made or special size products

3. Defects after 14 days

After the 14-day period, all manufacturing issues are handled through the official mattress warranty (5 or 7 years).The warranty covers sinking defects, spring issues, or structural defects - provided there is proper use and a suitable sleeping base.Please refer to the warranty certificate for complete details.

4. Conditions for financial refund

  • Refunds (if eligible) are processed within 7 to 14 business days to the original payment method
  • Shipping and delivery fees are non-refundable unless there is an error on our part
  • Bank transaction fees for credit/debit card payments may be deducted

5. How to initiate the return or exchange process

Please contact our team during the eligible return period:

Please include the invoice number and product details, along with illustrative photos if possible.

6. Orion Strom - Kuwait reserves the right to refuse returns in the following cases:

  • If the product is used, incomplete, or damaged
  • If the request is made after a period of 14 days
  • In case of no proof of purchase

7. Legal Reference

This policy complies with the Kuwaiti Consumer Protection Law No. 39 of 2014, designed to protect the rights of both the consumer and the seller fairly and transparently.