Your 14-day right
Under Article 17 of Kuwait Decree-Law No. 10 of 2026, a consumer may withdraw from a contract concluded electronically within 14 calendar days of receiving the product, return it, and recover what they paid through the original payment method, without additional charge.
We do not charge restocking, handling or processing fees on any refund.
Where the 14-day right does not apply, and why
The law exempts certain categories from the withdrawal right. Two of them apply to this service, and we disclose them here — before you buy — as the law requires:
- Items made to order or personalised to your specification. Every GOAPP card is generated from scratch for a named recipient using the details you supply. It cannot be resold or reused.
- Digital content delivered electronically, once it has been delivered and accessed.
So once your card has been generated and delivered to you, the 14-day withdrawal right no longer applies to it. Before that point, it does.
Cancel before production — full refund
If you change your mind before we begin generating your card, email contact@goapp.net or message +965 5500 4402 with your order number and we will cancel it and refund you in full, no reason needed.
Cards are produced within 24 hours of order, so tell us as soon as you can.
We refund or remake regardless — defects and non-delivery
The exception above covers a change of mind. It does not cover us getting it wrong. You are entitled to a free remake or a full refund, at your choice, if:
- the card was not delivered within 24 hours for a reason on our side;
- the card does not match what was described or what you ordered;
- the card is faulty — it will not play, will not open, or is corrupted;
- the card contains an error we introduced, such as a misspelt recipient name you entered correctly.
These rights sit alongside your rights under Law No. 39 of 2014 on consumer protection and are not limited by anything on this page.
How to request a refund
Email contact@goapp.net or message +965 5500 4402 on WhatsApp with your order number and a short description of the problem.
We acknowledge every request within two working days.
Approved refunds are returned to the original payment method. We process them within 14 days of approving the request; your bank may take a few additional days to show the credit.
We will not make a partial refund without your explicit agreement.
If you are not satisfied
You may bring a complaint to us for up to six months from the transaction date. If we cannot resolve it, you may escalate to the Ministry of Commerce and Industry (MOCI). Nothing here restricts that right.