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Returns and Refunds Policy

Last Update: October 2025

Scope

This policy applies to all purchases made through Pyro Marketplace (www.pyro.com.kw), owned and operated by Pyro Company for Agency & Trading on Commission ("We," "the Marketplace," or "Pyro").

All stores and sellers on Pyro platform must adhere to this policy as a minimum standard. Some stores may offer longer return periods or additional benefits, which will be clearly stated on the product page.

1. Right of Return

Customers shall have the right to request return of products within 14 working days from the date of receipt.

If the reason for return is a change of mind or any reason not related to a defect in the product, the customer shall bear the shipping and return costs.

However, if the product is damaged, defective or not matching the description, the Seller shall bear all costs associated with the return or replacement.

2. Condition of the Product Eligible for Return

Returned products must be in new, resalable condition and meet the following requirements:

  • Device: Completely free from any scratches, damage, or signs of use.
  • Original Packaging: Both inner and outer boxes must be intact and not torn.
  • Accessories and Manuals: All original accessories (such as chargers, cables, and earphones) must be included and in new condition.
  • Protective Covers: Original stickers or protective covers must remain on the device as they were at the time of purchase.

3. Non-Returnable Products

  • Products that have been altered, used, or damaged in a manner that prevents their resale.
  • All digital goods, including but not limited to:
    • Software and activation keys
    • Digital subscription cards
    • Video games and downloadable content (DLC)
    • In-game currencies or digital credits
    • Gift cards and prepaid cards
    • Electronic vouchers and coupons
    • Streaming subscriptions and services

By purchasing digital goods, the customer acknowledges that the purchase is final and non-refundable, regardless of activation or download status. Pyro Marketplace reserves the right to refuse the return of any ineligible product after verification with the Seller or Manufacturer.

4. Damaged or Incorrect Products

If a product arrives damaged or does not match the order, the customer must notify us within 48 hours of receipt, providing photos or videos clearly showing the condition. Pyro will coordinate with the Seller to inspect the condition and arrange for either a replacement or a full refund, as appropriate.

5. Return Procedure

  1. A return request must be submitted through the customer's account dashboard on Pyro website or by contacting customer service.
  2. Proof of purchase and photos or videos showing the issue (if applicable) must be provided within 48 hours of receiving the product.
  3. Once the request is approved, the customer will obtain the receiving or delivery instructions.
  4. The product will be inspected upon receipt before a refund or replacement is issued. Products that do not meet the stated conditions may be rejected for return.

6. Replacement Option

Customers may request to replace the product instead of receiving a refund, subject to product availability and the Seller's approval.

7. Refund Policy

Refund Method: Refunds will be issued using the same payment method used for the original purchase process (such as K-Net or credit card).

Processing Time: Refunds are typically processed within 7 to 14 working days, depending on the procedures of the payment service provider and the customer's bank.

Fees and Costs: Shipping fees or additional service charges will be deducted from the refund amount. However, if the product is defective or not matching the description, the Seller shall bear all related costs.

8. Inspection and Partial Refund

Returned products are subject to inspection by Pyro or the Seller. If the products are incomplete, missing accessories, or show minor signs of use, Pyro may issue a partial refund based on the inspection results.

9. Warranty

Some products are covered by the Manufacturer's warranty. Customers must submit warranty claims directly to the brand's authorized service centers, unless otherwise specified on the product page.

10. General Terms and Conditions

  • Dispute Resolution: In the event of an unresolved dispute between the Customer and the Seller, the Customer may escalate the matter to Pyro Marketplace Management. Pyro's decision, after review, shall be final and binding on both parties.
  • Right of Refusal: Pyro Marketplace reserves the right to reject any return request that does not meet the conditions stated above.
  • Working Days: From Sunday to Thursday, excluding official public holidays in the State of Kuwait.
  • Amendments: Pyro reserves the right to modify this policy at any time, with the updated version published on the same page.
  • Governing Law: All matters related to this policy shall be governed by the laws of the State of Kuwait.
  • Consumer Rights: This policy does not affect the legal rights of consumers under the consumer protection laws of the State of Kuwait.