Refund policy

Return & Refund Policy

Last Updated: February 16, 2026

At Yalla - Yalla KW, customer satisfaction is our top priority. We understand that you may sometimes wish to exchange or return a purchased product. Please read the following policy carefully to ensure a smooth process.

Return and Exchange Period

You may request a return or exchange within 7 days from the date of receiving your order.

Conditions for Return and Exchange

To ensure your return or exchange request is accepted, the following conditions must be met:

Product in Original Condition: The product must be unused, clean, and free from any scratches or breaks.

Original Box: The product must be returned in its original, undamaged box. The box is considered part of the product's value.

Accessories: All accessories and manuals, if any, must be included.

Invoice: It is preferable to present the original purchase invoice or show it electronically.

Return and Exchange Procedures

Due to the nature of our products (toys), we ensure the product's integrity before completing the procedure. Therefore, the return and exchange process is as follows:

Important: Completing the exchange or return process requires visiting us at the warehouse so we can inspect the product and its box. We currently do not accept returned items via shipping companies.

Step 1: Contact us via WhatsApp (65912805) or email to register your return or exchange request and schedule a visit.

Step 2: Visit our warehouse address (please request the address when contacting us), bringing the product in its original box and the invoice.

Step 3: Our team will inspect the product and the box in your presence.

Step 4: If the product meets the conditions, we will proceed:

Exchange: Either by handing you the replacement product immediately (if available) or crediting the product's value to your account on the website for future use.

Return: Refunding the paid amount via the same payment method you used (it may take 3 to 7 business days for the amount to appear in your account, depending on the payment method).

Cases Where Return or Exchange Does Not Apply

Products that have been opened or used.

Products returned without the original box or with a damaged box.

Products with obvious damage resulting from misuse by the customer.

Electronic toys that have been logged into or activated.

Exceptions

Items with Manufacturing Defects: If you receive a product with an obvious manufacturing defect, please contact us immediately (within 24 hours of receipt), and your case will be handled specially for an immediate exchange.