Refund Policy
This Refund Policy explains when and how refunds are handled for orders placed on Tawseelat in Oman.
1. When refunds may apply
- Order cancelled before store acceptance / preparation, where payment was already collected.
- Missing, incorrect, damaged, or spoiled items confirmed after review.
- Order not delivered due to a platform, store, or delivery failure (not customer unavailability).
- Duplicate payment or clear billing error.
2. When refunds may not apply
- Change of mind after the store has started preparing the order.
- Incorrect address, unreachable phone, or customer not available at delivery.
- Perishable food/grocery quality issues reported too late to verify.
- Promotional discounts, free delivery offers, or wallet bonuses already consumed (case by case).
3. How to request a refund
- Open the order in the Tawseelat app/website and submit a refund/complaint request, or contact support.
- Provide order ID, issue details, and photos where relevant.
- Our team will review with the store/delivery partner.
4. Refund method & timing
- Digital payments are usually refunded to the original payment method or Tawseelat wallet (as applicable).
- Cash-on-delivery orders may be refunded as wallet credit or another agreed method.
- Approved refunds are typically processed within 3–10 business days, depending on banks/payment providers.
5. Partial refunds
If only part of an order is affected, we may issue a partial refund for the affected items and related charges.
6. Contact
Phone: +968 9062 5209
Email: Tawseelat.com@gmail.com
Last updated: July 2026