This Refund & Returns Policy describes how to return goods bought on seanoor.market (the "Marketplace") and how refunds are processed. It implements your rights under the Consumer Protection Law of Oman (Royal Decree 66/2014).
1. Return window
You may return most items within fourteen (14) days of the date on which the goods were delivered to you, provided the goods are returned in their original condition, with all accessories, manuals and original packaging.
2. Items that cannot be returned
The following categories cannot be returned for hygiene, safety or legal reasons unless they are defective:
- intimate or personal-care products (cosmetics that have been opened, fragrance testers, hair-care opened bottles);
- food, beverages and consumables;
- digital goods, downloadable content and gift cards once delivered;
- made-to-order or personalised items;
- items marked "non-returnable" on the storefront.
3. How to return
- Sign in to your account and open the relevant order.
- Tap "Return item" and select the reason.
- We will email a return label or arrange courier collection. You may be asked to bring the parcel to a partner pick-up point.
- Pack the item securely; include the printed return slip in the parcel.
- Hand the parcel to the courier or drop it off at the pick-up point.
4. Refund processing
- Refunds are issued once the seller (or, where applicable, our warehouse) confirms receipt and inspection of the returned item.
- The standard processing time is seven (7) business days after that confirmation.
- Refunds are issued to the original payment method. Cash-on-delivery orders are refunded to your Marketplace wallet or, on request, to a bank account.
5. Cost of return shipping
- Defective or mis-described items. The seller bears the cost of return shipping.
- Change of mind. The buyer bears the cost of return shipping at the published courier rate.
- Promotions. Where free return shipping is offered as part of a promotion, that offer prevails.
6. Cancellations before dispatch
You may cancel an order before it is dispatched, free of charge, from your order page. Once an order has been dispatched, it must be processed as a return under the procedure above.
7. Damaged or missing items
Please report any damage or missing items within forty-eight (48) hours of delivery, with photographs and a short description, via the chat button or by emailing sales@seanoor.market. We will investigate with the seller and the courier and arrange a refund, exchange or partial credit as appropriate.
8. Disputes
If you and the seller cannot agree, our customer-care team will mediate. The decision of our mediation team is binding within the Marketplace, without prejudice to your rights under Omani law.