Returns & Refunds Policy
A clear, 30-day money-back guarantee with free returns anywhere in Oman — and full replacement whenever something arrives damaged, faulty or simply wrong.
In short: you have 30 days from delivery to return an unopened, factory-sealed product for a full refund — our 30-day money-back guarantee. Returns inside Oman are free: we collect the item or you drop it at any branch. Anything damaged, faulty or incorrect is replaced or refunded in full, including delivery costs.
1. Our promise
We want you to be completely satisfied with every product you buy from Olympia Middle East. If something is not right, tell us and we will put it right — quickly, and without argument.
2. Return window and condition of the product
You may request a return within 30 days of receiving your order. To be accepted, the product must be:
- unused and unopened, with the manufacturer’s seal intact;
- in its original packaging, including boxes, scoops, inserts and any free gift or promotional item supplied with it;
- accompanied by proof of purchase (order number, invoice or delivery note).
Food supplements are consumable health products. Once a tub, sachet or bottle has been opened, it can no longer be resold and, for the safety of all our customers, it cannot be returned unless it is faulty.
3. What cannot be returned
- Opened, used, partly consumed products, or products whose safety seal has been broken or removed.
- Products damaged after delivery, or stored in a way that contradicts the instructions on the label.
- Items clearly marked final sale or clearance at the time of purchase.
- Gift cards and vouchers.
- Personal-care or hygiene items once their packaging is opened.
- Items returned without their original packaging, labels or accessories.
4. Damaged, faulty, incorrect or missing items
Please check your parcel on arrival. If an item is damaged in transit, does not match what you ordered, is missing from the parcel, or is faulty, tell us within 7 days of delivery and send a photo of the product and the outer packaging. We will arrange a free collection and send a replacement, or refund you in full — including the delivery charge. You never pay anything in these cases.
5. How to start a return
- Contact us on WhatsApp +968 7161 1711 or through the contact page with your order number, the item concerned and the reason.
- We confirm eligibility and give you a return reference within one business day.
- Hand the item over to our courier at the address of your choice, or drop it at any Olympia branch during opening hours.
- We inspect the item within 2 business days of receiving it and notify you of the outcome.
- Your refund, replacement or exchange is issued immediately after that.
6. Who pays the return shipping
Nothing, in either case. Returns within the Sultanate of Oman are free of charge, whether the item is faulty or you simply changed your mind. You can also return in person at any branch at no cost. The only exception is a return that is rejected on inspection (for example an opened product); in that case we send the item back to you and the return delivery cost of OMR 1.000 applies.
7. Refunds and how long they take
| How you paid | How you are refunded | When |
|---|---|---|
| Card, Thawani or Paymob | Back to the same card or wallet | Within 7–14 business days of inspection, depending on your bank |
| Cash on delivery | Bank transfer, or store credit if you prefer | Within 7 business days of inspection |
| Paid at a branch | Cash or card refund at the branch | At the moment the return is accepted |
Refunds are always issued to the person who placed the order. Delivery charges are refunded only where the return is our responsibility (faulty, damaged, incorrect or missing item) or where the whole order is cancelled before dispatch.
8. Exchanges
Prefer a different flavour, size or product? Tell us within the same 30-day window and, if the item meets the conditions in section 2, we will exchange it. If the new product costs more you pay only the difference; if it costs less we refund the difference using the table above.
9. Cancelling an order before it ships
You can cancel free of charge at any time before your order is handed to the courier — just contact us with your order number. If your order has already been dispatched, please treat it as a return under this policy.
10. Authenticity and expiry dates
Every product we sell is genuine and sourced from authorised distributors. We do not knowingly ship any product with a short remaining shelf life; if you receive one, it is covered by section 4 and we will replace it or refund you in full.
11. Your statutory rights
Nothing in this policy reduces the rights given to you as a consumer by the laws of the Sultanate of Oman, including the Consumer Protection Law. Where this policy is more generous than the law, this policy applies.
12. Contact us
Phone or WhatsApp +968 7161 1711, or write to us through the contact page, daily 10:00 AM–10:00 PM.
Store: Olympia Middle East (olympiame.com)
Parent company: ATLAL AL RAFIDAEN TRADING LLC
Registered address: P.O. Box 1173, P.C. 121, Muscat, Sultanate of Oman
Commercial registration no.: 1039025
VAT registration number: OM1100001258
Official email: [email protected]
Phone & WhatsApp: +968 7161 1711
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