We want you to be happy with everything you order from HSquare. If something is not right, this page explains exactly what you can return, how long you have, and who pays for what — in plain terms, with no conditions hidden further down.

The short version

• 14 days to return sealed, non-perishable items.
• Damaged, expired, or wrong items: we collect and refund or replace them at our cost — no time limit beyond telling us promptly.
• Change of mind: the return delivery cost is yours; the item value is refunded in full.

What you can return

Within 14 days of delivery, you may return any item that is:

• unopened, with its seal and original packaging intact;
• shelf-stable — pantry goods, supplements, household and personal care;
• not on the list of exceptions below.

What cannot be returned

For food-safety and hygiene reasons, we cannot accept returns of:

• chilled, frozen and fresh items, including bakery and dairy;
• any food, drink or supplement whose seal has been opened or broken;
• personal care and hygiene products once opened;
• items clearly marked non-returnable on the product page.

This does not affect your rights if an item arrives damaged, expired or incorrect — see below.

If something is wrong with your order

If an item arrives damaged, past its expiry date, or is simply not what you ordered, contact us and we will collect it and either replace it or refund it in full, including the delivery fee. You will not be charged for the collection. Please tell us as soon as you notice, and keep the item and its packaging until we have arranged collection — a photo sent on WhatsApp usually settles it in minutes.

How to start a return

Contact us on 9960 7342 or at hsquarekuwait@gmail.com, any day between 10:00 AM and midnight, with your order number and what you would like to return. We will confirm whether the item qualifies and arrange collection from your address. Please do not send items back without contacting us first — we cannot guarantee an unannounced return will reach us.

Who pays for the return

• Our error — damaged, expired, wrong or missing item: we pay the collection cost and refund the original delivery fee.
• Change of mind: the collection cost is deducted from your refund, at the same rate you paid for delivery to your area. The original delivery fee is not refunded.

How refunds are paid

• KNET: refunded to the same card used for the order. Your bank typically shows it within 5–10 working days once we have processed it.
• Cash on delivery: refunded by bank transfer, so we will ask for the account holder's name and IBAN. Transfers are sent within 5 working days of the item being collected and checked.

Refunds cover the price you actually paid for the item, including any discount applied at the time.

Cancelling an order

If your order has not yet been dispatched, we can cancel it in full at no cost — call us and we will confirm on the spot. Once it is with the driver, treat it as a return under the terms above.

Still not sorted?

If you are unhappy with how a return has been handled, ask for it to be escalated to the store manager when you contact us. We would much rather resolve it directly than leave you out of pocket.