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)
7. Contact Information
| Service |
Contact |
Hours (GST) |
| General Inquiries |
support@tawseelonline.om |
Sun-Thu, 8AM-6PM |
| International Desk |
international@tawseelonline.om |
Sun-Thu, 8AM-4PM |
| Dispute Resolution |
disputes@tawseelonline.om |
24/7 (Online Form) |