Refund policy
Refunds and returns
Everything we sell is fresh food, made in our own kitchen in Kuwait. Once an order has been delivered and accepted, we cannot take it back or exchange it. Kuwait's Consumer Protection Law (Law No. 39 of 2014, Article 10) and the Digital Commerce Law (Decree-Law No. 10 of 2026) both exclude perishable food from the usual 14-day return right. Here is what we do instead.
Something wrong with your order?
If an item arrives damaged, spoiled, or is not what you ordered, tell us within 24 hours of delivery. Message us on WhatsApp at +965 96627122 or email orders@lazurd.com with:
- your order number
- a clear photo of the item and its packaging
- a few words on what went wrong
We look at every message the same day. If we confirm the problem, you choose: a fresh replacement in the next available slot, store credit, or a refund.
Cancelling an order
You can cancel free of charge up to 24 hours before the start of your delivery slot. Message us on WhatsApp with your order number and we will refund you in full.
After that point our kitchen has already started on your order, so we can no longer cancel or refund it.
Bespoke and custom cakes are made to your brief. Once production starts they cannot be cancelled, changed or refunded. We will always confirm the start date with you before we begin.
How refunds work
Refunds go back to the payment method you used (KNET, card or Apple Pay). We process an approved refund within 7 working days. Your bank may then take up to 14 working days to show it in your account, which is normal for KNET and card refunds in Kuwait. We only issue store credit instead of a refund if you ask for it.
Your rights
Nothing in this policy limits your rights under Kuwaiti law. If we cannot resolve a problem together, you can contact the Consumer Protection Department at the Ministry of Commerce and Industry on hotline 135 or through the Sahel app.