Official Document

Refund & Cancellation Policy

Scope: This policy covers all Tawseel E-Commerce & Logistics services including B2B, B2C, C2C marketplaces, and logistics operations, both domestic (Oman) and international.

1. General Principles

All refunds processed in OMR (Omani Rial)
Refund method matches original payment (credit card, bank transfer, etc.)
Processing time: 3-14 business days after approval
Currency conversion fees are non-refundable

2. Order Cancellation

2.1. E-Commerce Orders

Order Status	Cancellation	Policy Fees
Pending processing	Full refund available	None
Processing	Partial refund (items not prepared)	10% processing fee
Shipped	Must follow return process	Shipping fees non-refundable

2.2. Logistics Services

Service Type	Cancellation Window	Penalty
1PL (Last-Mile)	Up to 6 hours before pickup	5% of service fee
3PL Warehousing	30-day written notice	1 month storage fee
International Shipping	Before customs clearance	15% + actual costs

3. Returns & Refunds

3.1. Return Policy

Return Window: 14 days from delivery (domestic), 21 days (international)
Conditions: Unused, original packaging, with all tags

Return Process:

Submit request via "My Orders"
Receive RMA number
Ship with original packaging

3.2. Non-Returnable Items

The following cannot be returned unless defective:

Perishable goods (food, flowers)
Personalized/custom products
Software with broken seals
Intimate apparel/swimwear

4. Special Cases

4.1. Damaged/Defective Items

Report within 48 hours of delivery
Provide photo/video evidence
Options: Replacement (preferred) or full refund

4.2 Late/Missing Deliveries

Domestic: Claim within 7 days of expected delivery
International: Claim within 14 days
Resolution: Reshipment or full refund

5. International Transactions

5.1. Cross-Border Terms

Service	Coverage	Delivery Time/ Incoterms®
Standard	GCC Countries	10-15 business days / DAP
Express	150+ countries	3-7 business days / DDP

5.2. International Disputes

Direct negotiation (7 days)
Tawseel E-Commerce & Logistics mediation (14 days)

Escalation to:

Oman CBO (B2B)
Card schemes (Visa/MC)
ICC Arbitration (>50,000 OMR)

6. Compliance Statements

CBO Compliance: Meets Oman Commercial Business Ombudsman Guidelines 2023 (Articles 12-15)
Payment Schemes: Follows Visa/Mastercard Operating Regulations v5.2
Consumer Protection: Aligns with Oman Consumer Protection Law (Royal Decree 66/2014)