Cancellation, Return & Refund Policy

This policy applies to orders placed with Tawseel for delivery within the Sultanate of Oman. It is issued in accordance with the Consumer Protection Law (Royal Decree No. 66/2014) and its Executive Regulations. Nothing in this policy limits the rights given to you by Omani consumer protection law.

1. Cancelling an order

You may cancel your order free of charge at any time before it is dispatched. To cancel, go to My Orders in your account, or contact us at info@tawseelonline.om or +968 9123 4567 quoting your order number. If you have already paid, the full amount — including VAT — is refunded.

Once an order has been dispatched it cannot be cancelled, but you may refuse it at the door or return it under section 2 below.

2. Returns

We will replace or refund an item if, on delivery, it is:

• damaged or broken;
• defective or not working as it should;
• not the item you ordered, or the wrong quantity or variant;
• expired, or past its stated shelf life on arrival;
• otherwise not as described on the Website.

Please report the problem within 7 days of delivery. Keep the item in its original packaging, with the tax invoice, and send us a photograph of the issue where possible — it lets us resolve your claim faster. We arrange collection of the item at our cost; you are not charged for returning a faulty or incorrect item.

3. Items we cannot accept back

For health and safety reasons, the following cannot be returned unless they are faulty, damaged, expired or incorrectly supplied:

• fresh, chilled, frozen or other perishable food;
• personal care, hygiene and cosmetic products once opened or the seal is broken;
• items marked as non-returnable on the product page.

Your statutory rights in respect of faulty or non-conforming goods are not affected by this section.

4. Refunds

• Once we receive and inspect the returned item, we will confirm your refund by email.
• Approved refunds are issued to the original payment method within 14 days of approval. The time it then takes to appear on your statement depends on your bank or card issuer.
• If you paid by Cash on Delivery, we refund by bank transfer to an account in your name — we will ask you for the account details.
• Refunds include the VAT you paid and, where the whole order is returned, the delivery charge.

5. Replacements

Where you prefer a replacement and the item is in stock, we will send a replacement at no extra cost. If it is out of stock, we will offer you an equivalent item or a full refund.

6. How to raise a return or complaint

Contact us with your order number and a description of the problem:
Email: info@tawseelonline.om
Phone: +968 9123 4567
Address: Unit no. 8, Building no. 5, Sector 3, Al-Qurum, Al-Nadha Street, Al-Asfoor Plaza, PO Box: 579, Muscat, Oman

We aim to acknowledge every return request within 2 working days. If you are not satisfied with our response, you may refer the matter to the Consumer Protection Authority of the Sultanate of Oman.

7. Governing law

This policy is governed by the laws of the Sultanate of Oman and is subject to the exclusive jurisdiction of the competent courts of Muscat.