Return and Exchange Policy –AL Sufra AL Sharqia Trading Company Products – C.R. Number 1390855

General Notes

  1. The policy varies depending on the type of sale: online or wholesale.
  2. All refunds will be processed using the original method of payment, in cash, or may be exchanged for a purchase voucher at the customer’s discretion.
  3. Returns must be made using the original packaging and all accompanying accessories, and the product must be packed securely to ensure protection during transportation.
  4. The company bears all transportation and returns costs if the reason is a manufacturing defect.
  5. This policy complies with Oman’s commercial and consumer protection laws.
  6. Customers are only permitted to test products with hot water, which is the sole acceptable testing method before initiating a return.

Communication Channels:
Customers can request a return or exchange through any of the following:

  1. The company’s official email address
  2. The online form on the company’s website
  3. Direct phone contact with sales representatives
  4. The dedicated WhatsApp number for customer service

Return and Exchange Period for All Sales

  1. For all direct, online, and wholesale sales, products may be returned or exchanged within 15 days from the actual date of receipt for any reason.
  2. This applies to all types of sales, whether the reason is a manufacturing defect or a customer preference.

 Online and Direct Sales

  1. The product must be in its original condition, unused, undamaged, and with complete packaging and accessories.
  2. The purchase invoice, order number, and photos of the product must be provided.
  3. Transportation responsibility: The customer is responsible for any damages incurred during return shipment unless the issue is a manufacturing defect.
  4. Shipping fees: The company will bear all shipping and return costs if the reason is a manufacturing defect, for exchange: the customer will bear all shipping costs
  5. In the case of return or exchange, the product will be replaced. If the requested item is unavailable, the customer may choose between:
    • An alternative product,
    • A refund, or
    • A purchase voucher.
  6. Refund period: Refunds will be processed within 7–10 business days after verifying the condition of the returned product.
  7. Partial exchange policy: In the case of a partial return or exchange (e.g., returning one item from a set), the refund or price adjustment will be calculated proportionally to the value of the returned item.
  8. Exceptions: Perishable or consumable items, or products intentionally used to simulate a defect, are not eligible for return.

General Provisions for All Sales

  1. The company reserves the right to reject any return or exchange request that does not meet the stated requirements.
  2. Any disputes will be referred to the Consumer Protection Authority of the Sultanate of Oman for resolution.
  3. Submission of a return or exchange request constitutes the customer’s explicit acceptance of this policy and its terms.
  4. This policy forms an integral part of the sales contract.
  5. In the event of any conflict between this policy and local laws, the provisions most protective of the customer shall apply.