This page sets out the legal terms and conditions (Terms and Conditions) under which Kavak International or its affiliates in your place of residence sell the products (Products) listed on this website (https://www.caramelbb.com). These Terms and Conditions are subject to change at any time and you should review them before making any new purchase. We are committed to adhering to international standards relating to distance selling and e-commerce at all times. If you have any questions, please contact us.
demand
By ordering products through our website, you confirm that you intend to enter into a contract with us to purchase those products at the prices stated at the date and time you place your order. We reserve the right to change the prices of products from time to time, for example during periods when there are promotions on the products or if the products are incorrectly priced. If the correct price of the products at the time of your order is higher than the price stated to you, we will contact you for your instructions before accepting your order. Prices are exclusive of any value added tax (i.e. VAT, GST or any other similar tax or charge) applicable under applicable law.
Please note that completing the online purchase process or sending our confirmation email does not constitute our acceptance of your order. Your order is only accepted by us upon delivery to you and payment in full has been received. You may review your submitted orders and their current status at any time by visiting our website and clicking on “Log in” at the top of the page and then “Track your order”.
If we are unable to supply the products you have ordered or we cannot fulfil your order for any reason, for example if you order more than 15 of the same product, we will let you know. This may be because the product you ordered is out of stock or because we find an error in the price of the product. If you have already paid for the products, we will refund the full amount to the card you used to pay as soon as reasonably possible.
Customer unresponsive
In the event that the order is not delivered due to the customer not responding to the delivery representative, the shipping fees will be deducted from the refund amount .
Delivery/Pickup
We can only complete your order for delivery or collection within countries where we are allowed to sell products. You can choose to have the products delivered to your address or to have them available at one of our stores for you to collect from there.
If you choose to have the products delivered to you, please note that delivery charges and times vary depending on the type of products ordered, the services you have selected and the delivery address.
We will endeavour to deliver the products to your address on the estimated delivery/collection date specified in our email confirming your order. If we are unable to meet the delivery/collection date, we will contact you as soon as possible to provide an alternative estimated date. We will let you know when the order will be ready for collection or delivery to your address, as applicable. In the event that the order is not received, we reserve the right to cancel the order without notice, return the products to our warehouse and (if necessary and possible) refund the amount to the card from which you paid.
If you choose delivery to your address and no one is present at the specified address at the time of delivery, the delivery company will contact you to arrange another delivery time. Products may be left with a third party (such as a building caretaker or a domestic worker) with your express authorization.
Please note that all damage to the products you order (including loss and/or damage to the products) after we have delivered them to the address specified in your order or after they have been collected from our store (as applicable) is the responsibility of the customer and we will not be obliged to return or replace the products if the address you have specified is incorrect. Occasionally, the delivery of the products you order may be delayed or prevented for reasons beyond our control (such as a shortage of materials, delays in importation or higher than expected demand). In such cases, we will do our best to keep you informed but we will not be liable to you for such delay or failure to deliver.
Authorized Cardholder
You may place your order and select the product(s) you wish to purchase through any of our platforms. Add your products to your shopping basket and complete the payment process (for your order). During the payment process, you will be asked to enter certain details, all of which must be completed in order for us to complete your order (these details include providing us with your name, delivery address (if applicable), payment details (except for your choice of cash on delivery), a valid telephone number and email address). Any personal information you provide to us will be managed in accordance with our Privacy Policy. By using a credit/debit card, you confirm that the credit/debit card being used is yours or that you have obtained special authorization from the owner of the credit/debit card to use it. All credit/debit cardholders are subject to verification and authorization by the issuer. If your card issuer declines payment, we will not be liable for any delay or non-delivery.
Return Policy for Orders via the Website
In relation to the return of products purchased online, you assume all risks (including loss and/or damage to the products) upon delivery of the product to the address specified in the order and we will not be liable to provide a refund or replacement if the address specified is incorrect. There may be delays in the supply of products or we may not be able to supply them for reasons beyond our control (for example, a shortage of materials, a delay in importation or an increase in demand than expected). We will keep you informed of any developments, but we will not be liable for any delays resulting from such an event .
Shipments outside the Kingdom of Saudi Arabia are not exchangeable or refundable.
General Return Policy
We offer a (14) day discretionary return policy, during which you can request to return any product you purchased online and get a refund. If the order is returned in full, you will be entitled to a full refund of the order value including delivery charges. This policy does not apply to defective or damaged products. If the products are damaged or defective, they will be returned in accordance with the return policy below.
Any return subject to this policy must be completed within (14) days of the invoice date.
This general return policy is intended to provide a more convenient shopping experience. However, we do record the number of returns made by customers and may, at our discretion, decline some returns in the future if returns are repeated.
The general return policy does not apply if the product is:
Not in original sealed and unopened condition with no tags;
Not in original condition with some items missing such as belts or other attached accessories;
Already in use;
The product was on clearance and marked as non-returnable;
The product was sold as part of an offer such as buy two for the price of one or get one free;
Part of the following products:
underpants;
lingerie;
Foot and leg products;
socks;
swimwear;
Perfumes;
Health and beauty products (such as body care products, makeup, and cosmetics);
Customized and custom products;
perishable products;
Please note the options below for how to return products and get a refund.
Submit a return request online by contacting our customer service team.
When choosing any of the above return options, please ensure the following when sending the product:
Ensure that the product is in its original packaging, unopened, with all tags and labels attached;
Make sure to include any accessories sold with the product such as belts;
If you purchased the product with a free gift, the free gift must also be returned when you return the product. The gift must be in its original condition and unused or included in the non-returnable categories or products, according to the options mentioned above;
To include the original invoice.
You must ensure that the products you wish to return are returned within (14) days from the invoice date from the date you received the order. Any product may not be accepted for return after this period. We may also not accept the return of any product without the original invoice. In addition, we may not be able to link the returned product to your account if you fail to provide the original invoice when returning the product. Therefore, you must always make sure to attach the original invoice so that we can complete the refund process. In addition, we will not be responsible for not refunding the money in the event that the required invoice is not attached.
All returned items will be evaluated and checked for compliance with our return policies before a refund is accepted. Therefore, if an item is returned that does not comply with our general return policies, your refund will be refused.
Once your refund request is approved, it will be credited back to your original payment method. For example, if you paid by credit card, the refund will be credited back to your credit card. Please also note that the refund processing time may vary depending on the payment method used.
Return of damaged or defective products
All products sold online are carefully inspected and packaged before delivery.
In the unlikely event that you receive damaged, defective, or incorrect products, or the product does not match the description on our website or mobile application, you will be entitled to return the product. Where the product is eligible for a refund, the full price of the product will be refunded. If you return the entire order, you will be entitled to a full refund of the order amount, including delivery charges.
Any returns under this policy must be completed as soon as possible and products must be returned to our returns facility within the time frame specified below depending on the country of order. No returns will be accepted outside the time frame specified below.
Please note that refunds do not apply to damaged products that have already been used.
Please note the options below for how to return products and get a refund.
Submit a return request online by contacting our customer service team.
When choosing any of the above return options, please ensure the following when sending the product:
Ensure that the product is in its original packaging, unopened, with all tags and labels attached;
Make sure to include any accessories sold with the product such as belts;
If you purchased the product with a free gift, the free gift must also be returned when you return the product. The gift must be in its original condition and unused or included in the non-returnable categories or products, according to the options mentioned above;
To include the original invoice.
Returns to our return facilities after the specified return period may not be accepted. We may not accept returns without the original invoice. We may not be able to link the returned product to your account if you fail to provide the original invoice when returning the product. Therefore, you should always ensure that you attach the original invoice so that we can complete the refund process. We will not be responsible for any failure to provide a refund if the required invoice is not attached.
An email will be sent to confirm our receipt of your returned items once they arrive at our return facility.
