Delivery Policy

1. Basbousa Kaseb – Kuwait
2. Last updated: 18 April 2026
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4. This Delivery Policy applies to direct customer orders placed through the Basbousa Kaseb website, social channels, WhatsApp, or other approved digital ordering channels in Kuwait. It is written for business-to-consumer orders, including home delivery, gifting orders, and small event orders.
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Delivery areas

1. Basbousa Kaseb delivers only to selected areas within Kuwait, subject to availability, driver capacity, traffic conditions, weather, and service coverage at the time of ordering.
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3. Available delivery areas may change from time to time, and some products or delivery slots may not be available in every area.
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Delivery times

1. Any delivery time shown on the website, at checkout, by message, or during order confirmation is an estimate only unless a fixed delivery time has been expressly confirmed by Basbousa Kaseb.
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3. Delivery timing may be affected by traffic, distance, weather, public holidays, high-demand periods, building access restrictions, and other circumstances outside normal control.
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5. If a material delay occurs, Basbousa Kaseb may contact the customer using the contact details provided with the order.

Order confirmation

1. An order is treated as accepted only once Basbousa Kaseb confirms the order details, payment status, delivery address, delivery date or window, and product availability.
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3. Basbousa Kaseb may refuse or cancel an order before dispatch if products are unavailable, delivery details are incomplete, the delivery location cannot be served, or there is a pricing, technical, or operational issue.

Delivery charges

1. All delivery charges, service fees, and any other applicable fees should be shown clearly before the customer completes the purchase.
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3. Basbousa Kaseb will not add delivery-related fees after checkout unless the customer requests a change to the order or address and agrees to the revised charges.
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Customer responsibilities

1. The customer is responsible for providing accurate and complete delivery information, including full name, mobile number, area, block, street, house or building number, floor, apartment number where relevant, and any helpful landmark or access note.
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3. The customer is also responsible for ensuring that someone is available to receive the order during the confirmed delivery window.
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5. If the customer provides incorrect, incomplete, or unreachable contact details, Basbousa Kaseb will not be responsible for delays, failed delivery, or product deterioration resulting from that issue.
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Handover and recipient availability

1. Delivery is completed when the order is handed to the customer, the named recipient, building reception, security staff, or another person reasonably appearing to accept the order at the delivery address.
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3. If the customer selects contactless delivery where available, delivery will be treated as completed once the order is left at the agreed drop-off point.
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5. After delivery is completed, Basbousa Kaseb is not responsible for theft, damage, contamination, melting, spoilage, or any decline in product quality caused by delay in collection, improper storage, heat exposure, or handling after handover.
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Failed delivery

1. A delivery may be treated as failed if the customer or recipient is unavailable, the address is incorrect, access to the location is not possible, the phone number is unreachable, or the order cannot be handed over safely.
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3. If delivery fails for customer-side reasons, Basbousa Kaseb may cancel the order, return it to the store, reschedule it, or arrange redelivery subject to an additional charge.
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5. Because Basbousa Kaseb products are perishable, a failed delivery caused by the customer may result in all or part of the order becoming non-refundable once preparation is complete or dispatch has taken place, except where mandatory law requires otherwise.

Product condition and perishability

1. Basbousa Kaseb products are freshly prepared food items and may contain natural variations in garnish, cut, color, texture, syrup level, and presentation.
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3. Customers should inspect the order on delivery and notify Basbousa Kaseb as soon as possible if an item is missing, materially incorrect, or seriously damaged on arrival.
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5. Small presentation differences that do not materially affect the product ordered will not usually qualify for replacement or refund.
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Refunds, replacements, and complaints

1. If an order arrives materially incorrect, incomplete, unsafe, or significantly damaged in transit, Basbousa Kaseb may investigate the issue and, where appropriate, offer a replacement, store credit, partial refund, or full refund.
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3. If delivery is delayed beyond the agreed date, Kuwait’s new digital-commerce framework indicates that consumers may have termination and refund rights in certain cases, including where 14 days pass from the agreed delivery date.
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5. Customers should submit delivery complaints promptly and include the order number, contact details, and where possible, clear photographs of the product, packaging, and receipt.
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7. Basbousa Kaseb should maintain a transparent complaints process in line with current Kuwait digital-commerce expectations.

Pricing, invoices, and records

1. Kuwait’s digital-commerce framework requires online sellers to provide clear seller identity, final pricing, delivery details, payment methods, and return or exchange information as part of the electronic contracting process.
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3. Following checkout, Basbousa Kaseb should issue an electronic invoice in Arabic, which may be accompanied by another language, showing the product price, total fees, delivery details, and payment method.
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Contact details

1. Customers should be able to contact Basbousa Kaseb through the contact methods displayed on the website, including phone, email, WhatsApp, or any other listed support channel.
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