This policy applies to orders placed on kisal.shop. We want returns to be simple, as in any online shop.
1. Return window
You may request a return or exchange within 7 days of delivery. Contact us on WhatsApp at +968 7117 7000 with your order number and photos if the item is damaged.
2. Condition of the item
The product must be unused, in its original packaging, with tags and invoice, unless it arrived damaged or incorrect. Opened hygiene or perishable items cannot be returned unless they are faulty.
3. Damaged or wrong items
If the parcel arrives damaged, incomplete, or not as described, tell us within 48 hours of delivery. We will arrange a replacement or a refund.
4. How a return works
- Message WhatsApp with order number and reason.
- We confirm if the item is eligible.
- We arrange pickup in Oman or ask you to hand it to the courier.
- After inspection we exchange the item or refund the amount paid through Thawani to the original payment method where possible.
5. Refund timing
Approved refunds are typically completed within 5 to 10 working days after we receive the item, depending on the bank and Thawani.
6. Delivery fees
If the return is because of our error (wrong or damaged item), we cover the return shipping. For change-of-mind returns, delivery fees may not be refunded.