Effective Date: January 10, 2026

At Souk Watani, we strive to ensure a fair and transparent experience for both our shoppers and our independent vendors. Please read our refund process carefully before making a purchase.

1. ELIGIBILITY FOR RETURNS

In accordance with the Oman Consumer Protection Law, you are entitled to a return or exchange if:

• The product is defective or dysfunctional.

• The product does not match the description or specifications displayed on the platform.

• The wrong item was delivered.

Note: Items must be returned in their original packaging, unused, and with all tags attached. Returns for "change of mind" are subject to the individual Vendor’s specific store policy.

2. THE REFUND METHOD (CREDIT VOUCHERS)

Due to the technical limitations of regional payment gateways, which only allow direct reversals on the same day of the transaction, Souk Watani operates a Store Credit System:

• Credit Vouchers: All approved refunds are issued as Souk Watani Credit Vouchers.

• Wallet Balance: The value of the refund will be added to your "Customer Wallet" or sent as a unique code to your registered email.

• Non-Cashable: Credit Vouchers cannot be withdrawn as cash or transferred to a bank account. They are valid for 3 months from the date of issuance and can be used to purchase any item from any vendor on the platform.

3. THE REFUND PROCESS

1. Request: Log into your account and submit a "Return Request" within 14 days of receiving the item.

2. Approval: The Vendor will review the request. You may be asked to provide photos of the defect.

3. Pickup/Shipping: Once approved, the item must be shipped back to the Vendor. (Shipping costs may apply depending on the reason for return).

4. Verification: Once the Vendor receives and inspects the item, they will notify the platform.

5. Issuance: Your Credit Voucher will be activated in your account within 3–5 business days of the Vendor’s confirmation.

4. NON-REFUNDABLE ITEMS

Per Omani health and safety regulations, the following items cannot be returned unless they arrived damaged:

• Perishable goods (food, flowers).

• Personal care items (cosmetics, perfumes).

• Innerwear and swimwear.

• Custom-made or personalized products.

5. CANCELLATIONS

• Same-Day Cancellations: If you cancel your order on the same calendar day before the Vendor dispatches it, we can attempt a direct refund to your original payment card.

• Post-Dispatch: If the item has already been shipped, the standard Credit Voucher process applies once the item is returned