Return, Exchange & Refund Policy

We are committed to ensuring customer satisfaction and maintaining the quality of the products we offer. At the same time, we aim to protect product safety, quality, and the rights of all parties. Returns, exchanges, and refunds are subject to the following terms, without prejudice to any mandatory consumer rights provided under the applicable laws and regulations of the Sultanate of Oman.

1. Defective or Non-Conforming Products

Customers may request a replacement, return, or refund if:

• The product arrives damaged or defective.

• The customer receives a product different from the one ordered.

• The product does not conform to the advertised or agreed specifications.

Customers must contact us within 15 days of receiving the product and provide the order number or proof of purchase, along with any photos or information reasonably required to verify the condition of the product.

If the defect or damage is determined to have resulted from misuse, improper handling, or incorrect storage by the customer, the product may not be eligible for return or replacement.

2. Returns Due to Change of Mind

For non-defective products, returns may be accepted at the store's discretion, provided that the product:

• Has not been used or tested.

• Has not been opened and remains in its original condition.

• Is returned in its original packaging.

• Has all seals, protective labels, and packaging intact.

• Is in a condition suitable for resale.

A return request must be submitted within 7 days of receiving the order.

For change-of-mind returns or products ordered by mistake, the customer is responsible for the return shipping costs unless otherwise agreed.

3. Perfumes, Cosmetics & Personal Care Products

Due to the nature of perfumes, cosmetics, and personal care products and for reasons related to hygiene, safety, and quality, products that have been opened, used, sprayed, applied, or tested cannot be returned or exchanged due to a change of mind, personal preference, or dissatisfaction with the fragrance, color, or other subjective characteristics.

This does not affect the customer's rights where a product is defective, damaged, materially different from its advertised specifications, or where an incorrect product has been supplied.

Personal preferences regarding a fragrance, including its scent, perceived longevity, projection, or suitability to the customer's personal taste, do not by themselves constitute a product defect unless the product is defective or materially inconsistent with its advertised specifications.

4. Products Not Eligible for Change-of-Mind Returns

The following products are not eligible for return due to a change of mind:

• Products that have been opened, used, or tested.

• Products damaged due to misuse or improper storage by the customer.

• Products with missing or damaged original packaging, seals, labels, or accessories.

• Personalized or made-to-order products, where permitted by applicable law.

• Complimentary products or promotional gifts when returned separately from the main purchased product.

• Products that cannot reasonably be resold after opening due to health, hygiene, or safety considerations, to the extent permitted by applicable law.

5. Products Damaged During Shipping

If an order arrives damaged during shipping, customers should contact us as soon as reasonably possible and provide clear photographs of the product, its packaging, and the order number.

After reviewing the case, we will take the appropriate action, which may include replacing the product or issuing an applicable refund in accordance with the circumstances and applicable law.

6. Incorrect or Incomplete Orders

If a customer receives an incorrect product or an order is incomplete due to an error on our part, we will cover the necessary costs to correct the order.

The customer will not be responsible for return shipping costs resulting from an error made by the store.

7. Shipping Costs

Where a product is defective or an incorrect product has been supplied due to an error on our part, the store will bear the applicable return or replacement shipping costs.

Where a return is requested due to a change of mind or because the customer ordered the wrong product, the customer will be responsible for the return shipping costs.

Original shipping charges are generally non-refundable unless otherwise required by applicable law.

8. Refunds

Once the returned product has been received, inspected, and approved for return, the applicable refund will be processed.

Where reasonably possible, refunds will be issued using the original payment method used for the purchase.

After a refund has been processed by us, additional time may be required for the funds to appear in the customer's account depending on the bank, card issuer, or payment service provider. Such processing times are outside the store's control.

9. Refusal of a Return Request

The store reserves the right to refuse a return that is not legally required if the product has been opened, used, tested, damaged, or otherwise fails to meet the conditions stated in this policy.

Nothing in this policy limits or excludes any mandatory consumer rights available under the consumer protection laws and regulations of the Sultanate of Oman.

10. Order Cancellation

Customers may request cancellation of an order before it has been prepared or handed over to the shipping carrier.

If the order has already been shipped, it may be treated as a return and the applicable return conditions and shipping costs set out in this policy may apply.

11. How to Request a Return or Exchange

To request a return or exchange, please contact us through the official contact methods provided on our store and provide:

• Order number.

• Customer name.

• Product to be returned or exchanged.

• Reason for the request.

• Photos or video of the product and packaging in cases involving damage or defects.

We will review the request and provide the customer with the appropriate instructions for returning the product, where applicable.