Return & Refund Policy

If you are not entirely satisfied with your purchase, we are here to help. Our returns and refunds are managed in accordance with the Omani Consumer Protection Law. The phrase “all sales are final” shall not override mandatory consumer rights regarding defective or non-compliant goods.

1. Returns Timeline & Eligibility

• You have 15 calendar days from the date of receipt to return an item.
• To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging with all accessories included.
• A receipt or original invoice is strictly required.
• Picture identification may be requested to process a return or exchange.

2. Electronics Return Restriction (Mandatory Rule)

Due to the sensitive nature of high-value electronic goods, the following strict policy applies to Mobile Phones, Laptops, Gaming Consoles (e.g., PlayStation, Xbox), and similar sealed electronics:

• These products are strictly NOT eligible for return or refund if the product packaging has been opened, the seal is broken, or the device has been activated.
• Once the package is opened, these products are eligible for Manufacturer’s Warranty claims only for manufacturing defects. They cannot be returned for “change of mind” or “personal reasons” if the seal is broken.
• Notwithstanding the 'Opened Package Rule', if a product is found to have a manufacturing defect or does not meet standard specifications within 15 days, the consumer is entitled to a full refund or replacement regardless of whether the seal is broken. This ensures compliance with Article 18 of the Oman Consumer Protection Law.

3. Non-Returnable Items

The following items cannot be returned or refunded:

• As detailed in Section 2.
• For hygiene reasons, these are not covered under return/refund policies.
• Both physical and e-gift cards are non-returnable.
• Products with missing serial numbers, missing manufacturer labels, or physical damage caused by the buyer.
• Items sold under “Stock Clearance” or “Flash Deals” must be returned within 24 hours of the invoice date and are subject to a 15% Restocking Fee. At the checkout, customers must check a box acknowledging they have read and accepted these specific restrictions.

4. Damaged, Faulty, or Incorrect Items

If an item arrives faulty, damaged, or does not match the description of the listing, we may respond in the following ways:

• Accept the return and issue a full refund.
• A compromise where you keep the item (e.g., minor cosmetic scratch) in exchange for a partial refund.
• Offer an exchange for a new unit instead of a refund.
• To initiate a return for a damaged or wrong item, customers must provide clear photos or a short video of the product and its packaging within 24 hours of receipt.

5. Refund Process & Timelines

• Once we receive the item, we will inspect it and notify you of the approval status.
• A restocking fee of up to 15% may apply if the item is returned with damaged original packaging or missing minor non-essential accessories (e.g., cables, manuals) that prevent the item from being resold as “New”.
• Approved refunds are typically issued within 7 business days.
• Bank Timelines:
  • Thawani/E-Wallets: 5 to 7 business days.
  • Credit Cards: Up to 30 days, depending on your bank policy.
• In the event of a dispute, the customer agrees to allow Bawwaba.om a minimum of 10 business days to resolve the issue through internal support channels before escalating to a bank or third-party payment provider.

6. Shipping for Returns

• You are responsible for paying your own shipping costs for returning an item. Shipping costs are non-refundable.
• We strongly recommend using a tracked shipping service. Bawwaba.om is not responsible for items lost during return transit if no tracking is provided.
• If an item is damaged during return shipping due to poor packaging, the seller may deduct the loss of value from your refund.

7. Misuse of Policy

Bawwaba reserves the right to suspend accounts or limit privileges if a customer is found misusing this policy, such as selecting inaccurate return reasons, returning items in a different condition than they received, or requesting an excessive number of returns.