Return & Refund Policy

Last updated: 24/05/2026

This Return and Refund Policy applies to purchases made from Shno Sar? / شنو صار؟ through our website, online store, or official sales channels.

We sell physical mystery case-file games. Each game may include printed documents, suspect profiles, witness statements, clue cards, QR codes, envelopes, and other game materials.

1. Return period

You may request a return or exchange within 14 days from the date you receive your order, provided the item is eligible for return under this policy and applicable Kuwait consumer protection laws.

To be eligible for a return, the product must be:

• unused;
• unopened, where the product was supplied sealed;
• in its original condition;
• complete with all documents, cards, envelopes, inserts, QR cards, packaging, and accessories;
• not damaged, written on, altered, copied, or missing any components.

2. Opened mystery games

Because our products are mystery/case-file games where the contents, clues, evidence, solution path, QR codes, and printed materials form the full value of the product, opened or used games may not be eligible for return if the contents have been accessed, used, copied, damaged, or are no longer in their original condition.

This does not affect your legal rights if the product is defective, damaged, incomplete, or not as described.

3. Damaged, defective, wrong, or incomplete orders

If your order arrives damaged, defective, incorrect, or missing components, please contact us within 48 hours of receiving the order.

Please include:

• your order number;
• your full name;
• clear photos or videos of the issue;
• photos of the outer packaging, if damaged;
• a description of the problem.

If we confirm that the product is damaged, defective, incorrect, or incomplete, we will offer one of the following:

• replacement;
• exchange;
• missing component replacement;
• refund, where appropriate.

4. How to request a return

To request a return, contact us at:

Email: shnosar.business@gmail.com
Instagram: @shnosar.kw

Please include:

• order number;
• full name;
• contact details;
• reason for return;
• photos if relevant.

If your return is accepted, we will provide return instructions. Please do not send items back without contacting us first.

5. Refunds

Once we receive and inspect the returned item, we will notify you whether the refund is approved.

If approved, refunds will be issued using the original payment method where possible. If another refund method is required, we will agree this with you.

Refund processing time may vary depending on your bank, card provider, or payment gateway.

6. Delivery fees and return shipping

For eligible returns under Kuwait consumer protection rules, we will handle refunds and return arrangements in line with applicable law.

If the return is due to our mistake, such as a wrong item, missing item, damaged item, or defective product, we will cover the reasonable return/replacement arrangement.

For other return requests, return shipping or collection arrangements will be confirmed when you contact us, subject to applicable law.

7. Items not eligible for return

Returns may be refused if:

• the return request is made after the return period;
• the product has been opened, used, copied, damaged, written on, or altered;
• any game materials, documents, clue cards, envelopes, QR cards, inserts, or packaging are missing;
• the product is not in its original condition;
• the product was purchased from an unauthorised seller;
• the issue was caused by misuse, mishandling, or accidental damage after delivery.

8. Pre-orders

If you place a pre-order, the expected delivery period will be shown on the product page or communicated before purchase.

You may cancel a pre-order before it has been shipped or prepared for dispatch by contacting us at shnosar.business@gmail.com.

Once a pre-order has been shipped or delivered, the normal return rules in this policy apply.

9. Fictional product disclaimer

Our games are fictional entertainment products. All names, characters, businesses, events, places, institutions, and case materials are fictional. Any resemblance to real persons, businesses, or events is coincidental.

10. Contact us

For return and refund questions, contact us at:

Shno Sar? / شنو صار؟
Email: shnosar.business@gmail.com
Instagram: shnosar.kw
Business location: Kuwait
Commercial licence number: BEING PROCESSED