Returns & Refunds

We want every customer to receive their product in perfect condition and enjoy it. If anything goes wrong, WhatsApp is the fastest way to sort it out: +965 4112 3033.

My order arrived damaged

WhatsApp us within 48 hours of delivery with:

• Your order number.
• A photo of the damaged item.
• A photo of the outer packaging if it looks damaged too.

We'll send a replacement at no extra cost on the next delivery run, or refund the affected item in full if a replacement isn't available.

I changed my mind — returning an unopened item

We accept returns of unopened books and tools within 3 days of delivery, provided:

• The item is in its original sealed wrap.
• No marks, no signs of use or coloring.

WhatsApp us with your order number to start a return. You can return the item yourself or we can send our driver to pick it up for a small fee (equal to your area's delivery rate).

What can't be returned

For basic hygiene and stock-control reasons, we can't accept:

• Opened books or color sets.
• Items that have been used or have any coloring on them.
• Any bundle that contains at least one opened item.

If a product is genuinely defective, see the damaged-on-arrival section above instead.

The wrong item was delivered

That's on us, and we'll fix it fast. WhatsApp us with your order number and a photo of what arrived. We send the correct item on the next delivery run and pick up the wrong one at the same time — no extra cost, no re-payment needed.

Refund method

• Online payment (KNET / Visa / Apple Pay): refund goes back to the same card via TAP. Usually shows up within 5–14 business days depending on your bank.
• Cash on delivery: cash refund when the driver picks up the return, or a bank transfer if you prefer.

Cancelling an order before it ships

If you want to cancel before your order leaves the warehouse, WhatsApp us with your order number as soon as you can. As long as the driver hasn't left, we'll cancel free of charge and refund in full.

Why our refund rate is so low

We're proud that our refund rate is close to zero. That's because:

• Every book's difficulty level and contents are detailed on the product page.
• We welcome pre-sale questions on WhatsApp and help you pick the right book.
• Sturdy packaging keeps damage in transit rare.

It does NOT mean we don't accept returns — it means we work hard to prevent the need for them.

Contact

WhatsApp: +965 4112 3033
Email: contact@coloringfamily.com