Effective Date: 5 August 2026
This Policy forms part of our Terms & Conditions. It sets out your rights to return products and obtain a refund, and how to exercise them.
Under the Consumer Protection Law (Royal Decree 66/2014) and its Executive Regulation (Decision 77/2017), if a product you receive is defective, damaged on arrival, not as described, or does not conform to the applicable standard specification or its intended purpose, you are entitled to have it repaired, replaced, or to receive a refund of its value, at no additional cost to you.
A request for replacement or refund must be made within fifteen (15) days of your receipt of the product.
These rights cannot be waived or restricted by us, and nothing in this Policy is intended to do so.
To exercise the rights above, you must:
Products that have been damaged through misuse, mishandling, accident, improper storage, use contrary to instructions, or alteration are not eligible.
Omani law does not provide a general right to return products simply because you have changed your mind, and we do not offer voluntary change-of-mind returns.
Orders may be cancelled without charge at any time before dispatch. Once an order has been dispatched, it may be returned only in accordance with Section 1 of this Policy.
For reasons of hygiene, health protection and product safety, the following cannot be returned or refunded unless they are defective, damaged on arrival, or not as described:
Slight batch-to-batch variation in the colour, texture or scent of products made with natural ingredients is not a defect and does not give rise to a right of return.
Contact us at info@awadim.com or 00968 91404084 within fifteen (15) days of receipt, quoting your order number and describing the issue, with photographs where applicable.
We will respond within two (2) business days with return instructions and, where a return is approved, a return authorisation.
Products returned without prior authorisation may not be accepted.
Where the product is defective, damaged on arrival, not as described, or where we have sent the wrong item, we bear the cost of return shipping and will refund your original shipping charge in full.
Where a return arises for any other reason and we have agreed to accept it at our discretion, return shipping is at your cost and the original shipping charge is non-refundable.
For international returns, you are responsible for arranging return shipment in accordance with our instructions. Any duties, taxes or brokerage fees arising on the return are deducted from the refund unless the return arises from a defect or our error.
Approved refunds are issued to the original payment method.
Refunds are processed within fourteen (14) business days of our receipt and inspection of the returned product, or of our approval of the claim where no return is required.
The time taken for the funds to appear in your account depends on your bank or card issuer and is outside our control.
Where a replacement is provided instead of a refund, it will be dispatched at our cost within 10 business days of approval.
Where we cancel an order before dispatch, we refund the full amount paid, including any shipping charge, to the original payment method within fourteen (14) business days.
If you are not satisfied with the outcome of a return request, please contact info@awadim.com. Customers in the Sultanate of Oman may also refer the matter to the Consumer Protection Authority on 1222.