This policy sets out the terms on which we accept the return or exchange of products bought from our store. It forms part of our Terms of Service. Please read it before you place your order — most disputes happen because a deadline was missed or an assumption was made that this policy does not grant.
At a glance
| Situation | Window to raise it | What you get | Who pays delivery |
|---|---|---|---|
| Product arrives damaged, broken or defective | At delivery, or within 24 hours | Free replacement of the same item | We pay, both ways |
| Wrong item or wrong variant sent by us | Within 48 hours of delivery | Correct item sent, wrong item collected | We pay, both ways |
| You inspect the parcel at delivery and want a change | In front of the rider, before he leaves | Exchange for another item | You pay the return delivery charge |
| Change of mind, product still unopened and sealed | Within 7 days of delivery | Exchange or store credit | You pay delivery both ways |
| Product opened, used, installed or seal broken | — | Not accepted (warranty may still apply) | — |
Scroll the table sideways to see all columns.
1.Definitions
- Exchange — replacing a product with the same product, a different size or variant, or another product of equal or higher value (you pay the difference).
- Return — physically sending a product back to us, whether for exchange, store credit or refund.
- Store Credit — a credit note or gift card issued against your name and email, redeemable on a future order. Valid for twelve (12) months from issue, non-transferable, and not exchangeable for cash.
- Refund — the return of money paid, issued only in the limited circumstances described under Inspection, approval and settlement.
- Delivery Charge — the actual courier fee applicable to your area, whether or not it appeared as a separate line on your invoice, and whether or not we absorbed it under a free-delivery promotion.
- Unopened — the outer seal, shrink-wrap, factory tape, security tag and manufacturer's box are all intact and unbroken, and the product has not been switched on, assembled, fitted, washed, worn or used in any way.
- Working Day — Sunday to Thursday, excluding public holidays in the Sultanate of Oman.
2.Products damaged or defective on delivery
We inspect, photograph and seal every order before dispatch, but transit damage can still occur. If your product reaches you damaged, broken, cracked, leaking or non-functional out of the box, we replace it at our own cost.
Report it immediately. Damage must be reported at delivery in front of the rider, or at the latest within twenty-four (24) hours of parcel receipt. After 24 hours, claims cannot be verified for transit damage and will be treated as change-of-mind returns or declined.
Required Evidence:
- A continuous, unedited unboxing video starting before the outer box is opened until the item is visible.
- Clear photographs of the outer shipping carton (all 6 sides), courier label, inner packaging, and the damaged item area.
- Your order number and full name.
What we do: Once approved, we collect the damaged item and dispatch an identical replacement at zero cost to you (courier costs in both directions are on us). If out of stock, you may choose an alternative item, store credit, or refund.
3.Checking your parcel at the time of delivery
You are entitled — and encouraged — to open and inspect your parcel in front of the delivery courier before accepting and paying on Cash on Delivery orders.
If you decide you do not want the item upon doorstep inspection:
- The product itself will not be charged, or will be fully credited.
- The delivery courier fee remains payable by you (couriers bill each trip separately).
- Doorstep inspection ends once the rider departs. After departure, standard return rules apply.
4.Change of mind — unopened products within 7 days
If you have received your order and have not opened it, you may return it within seven (7) calendar days of delivery.
Conditions:
- The product must be completely unopened and factory sealed with shrink-wrap intact.
- Original packaging must be clean, unwritten, and undamaged.
- All accessories, manuals, and free gifts must be included intact.
Costs: Customer pays for the return courier delivery charges and any payment processing gateway fees incurred.
5.Products we cannot take back
For health, hygiene, safety and software licensing reasons, the following are final sale once delivered (unless arriving damaged):
- Any product whose seal or security tag has been broken or removed.
- Personal care, cosmetics, grooming, skincare and fragrance items once opened.
- Undergarments, socks, and intimate apparel.
- Perishable goods, food, beverages, and nutritional supplements.
- Customized, engraved, or made-to-order items.
- Gift cards and digital software codes.
- Items marked as Final Sale or Clearance (50%+ off).
6.How to raise a request
- Contact us: Reach out via WhatsApp or Email with your Order Number and photos/video.
- Receive Return Authorization: Our team replies within 1–2 business days with an authorization code. Do not send items back without this code.
- Pack securely: Place the item in a protective outer box.
- Courier handoff: Hand over to the assigned collection rider or ship via trackable courier.
7.Inspection, approval and settlement
All returned items undergo quality check upon arrival at our warehouse before any replacement or credit is issued.
- Exchange: Dispatched within 2 working days of inspection approval.
- Store Credit: Issued to your account/email within 2 working days.
- Bank Transfer Refund (COD Orders): Transferred via local bank transfer to the account matching the order name within 7–10 working days.
- Card Refund: Processed back to original payment card within 5–14 business days (depending on your bank).
8.Wrong, missing or short-shipped items
If we sent the incorrect item or an item is missing from your parcel, notify us within 48 hours of delivery with photos of the package and shipping label. We will resolve and deliver the correct item at our full expense.
9.Cancelling an order before delivery
Orders can be cancelled free of charge at any time prior to courier dispatch. Once the parcel is in transit, standard delivery charges apply.
10.Refused, unclaimed and undeliverable parcels
If a parcel is rejected without inspection, or unreachable after 3 delivery attempts, return courier charges apply and will be deducted from any eligible credit.
11.Warranty
Products with manufacturer warranty are serviced directly under official manufacturer terms after the initial delivery return window closes.
12.Fair use
We reserve the right to decline returns in cases of serial returns, wardrobing, fraudulent claims, or abusive conduct towards delivery riders and staff.
13.Limits of responsibility
Our liability is strictly limited to the purchase value of the product purchased from our store.
14.Your statutory rights
This policy complies with and operates under the consumer protection laws and regulations of the Sultanate of Oman.
15.Policy updates
We may update terms periodically. Orders are governed by the policy active at the time of purchase.