Introduction
As an online Marketplace, Oman Promo acts as an intermediary facilitating the buying and selling process between Sellers (registered stores) and Customers. All return and exchange operations are subject to the following conditions, which are in compliance with the Consumer Protection Law of the Sultanate of Oman.
Article 1: Return Period and General Conditions
1.1 Return Grace Period
The Customer has the right to request a return or exchange of any product purchased through the Platform within a period not exceeding [7] working days from the date of receiving the product.
1.2 Conditions for Accepting Returns
To ensure the return request is accepted, the product must meet the following conditions:
- Oman Promo Customer Service must be notified within the specified [7] days.
- The product must be in its original condition, unused, and with the original packaging unopened (except for returns due to a manufacturing defect or damage).
- All original labels, brand tags, manuals, packaging, and accessories must be present and in sound condition.
- The original purchase invoice or proof of order must be attached.
Article 2: Responsibility for Returns
2.1 Role of the Seller
The Seller is primarily and ultimately responsible for the quality and condition of the product. The Seller must inspect the returned product within [3] working days of receipt and confirm its compliance with the return conditions.
2.2 Role of Oman Promo
The Platform’s responsibility is limited to:
- Facilitating the submission of the return request through the Platform.
- Coordinating between the Customer, the Seller, and the Shipping Company.
- Issuing the refund to the Customer after the Seller confirms receipt of the product and accepts the return.
Article 3: Non-Returnable and Non-Exchangeable Products
For hygienic reasons or reasons related to intellectual property rights, the Platform does not accept returns for the following products:
- Opened Consumer Products: Such as food, perfumes, cosmetics, and personal care products where the packaging has been opened or used.
- Digital Products: Such as computer software, games, or top-up cards that have been used or activated.
- Services: Such as assembly or installation services that have been fully executed.
- Custom-Made Products: Products that have been customized based on a special request from the Customer.
Article 4: Return Procedures and Refunds
4.1 Request Submission Steps
- The Customer contacts Oman Promo Customer Service or submits a request via their account on the Platform.
- Arrangements are made to collect the product from the Customer via the contracted shipping company.
- The product is sent to the Seller for inspection.
4.2 Return Shipping Fees
- If the reason for the return is a defect (wrong product, damaged, or non-compliant with specifications), the Seller bears all return shipping fees.
- If the reason for the return is "Customer Preference" (change of mind), the Customer bears the return shipping fees, which will be deducted from the refunded amount.
4.3 Refund Duration
Once the Seller confirms receipt and acceptance of the returned product, the refund process begins:
- Refund Method: The amount is refunded to the same payment method used for the purchase (Credit Card, E-Wallet, etc.).
- Timeframe: The refund process to the bank account or card takes between [7] to [14] working days, depending on the Customer's bank.
Article 5: Exchange
Exchange requests (e.g., different size, different color) are handled under the same conditions as returns. If the Customer wishes to exchange a product, the following procedure applies:
- The original product is returned according to the conditions mentioned above.
- A Voucher equal to the value of the returned product is issued, or a refund is processed.
- The Customer must place a new order for the desired replacement product.
