Exchange Policy

Return & Exchange Policy – Saya (Sultanate of Oman)

Legal Notice

This policy does not limit or reduce any rights granted to consumers under the laws of the Sultanate of Oman, including the Omani Consumer Protection Law and its Executive Regulations.

No provision in this policy shall be interpreted in a way that limits the consumer’s legal rights or reduces the legally prescribed time periods.

1) Free Return & Exchange Cases

(Manufacturing Defect / Wrong Item / Item Not as Described)

Within 15 days from the date of delivery, customers are entitled to request:

  • Replacement,

  • Refund,

  • Or repair,

in the following cases:

  • The product has a manufacturing defect.

  • The product does not match the advertised description or intended purpose.

  • The wrong item was delivered.

  • Essential accessories or components are missing.

Saya will bear all shipping and return costs in these cases.

If repair is chosen, Saya may provide a temporary replacement product serving the same purpose until the repair is completed.

If the same defect cannot be fixed after three repair attempts, the customer has the right to choose between:

  • Product replacement,

  • Or full refund.

2) Change of Mind Returns & Exchanges

(Without Defect)

Beauty & Personal Care Products

Returns or exchanges may be requested within 3 days from delivery provided that the product:

  • Is unopened,

  • Unused,

  • And remains in its original sealed condition.

Electrical & Electronic Devices

Returns or exchanges may be requested within 5 days from delivery provided that the product:

  • Is unused,

  • In its original condition,

  • And includes all accessories and original packaging.

A shipping or processing fee of 1.9 OMR applies in cases of:

  • Change of mind,

  • Refused delivery,

  • Or returned shipments due to non-collection.

Products related to hygiene or personal care cannot be returned after opening or use unless they are defective or delivered incorrectly.

3) Device Warranty

During the First 15 Days

Any defect reported within the first 15 days will be treated as a:

  • Manufacturing defect,

  • Or non-conformity case,

without any shipping or inspection fees.

After the First 15 Days & During the Warranty Period

Products will be inspected and repaired according to the authorized technician’s report.

The warranty does not cover:

  • Misuse,

  • Physical damage,

  • Negligence,

  • Liquid damage,

  • Or improper handling.

If the same defect occurs three times during the warranty period, the customer may choose between:

  • Replacement,

  • Or refund.

After the first 15 days, shipping the device to the service center located in:
South Mabela – Muscat

will be at the customer’s expense.

4) Return Condition Requirements

Returned products must:

  • Be in their original packaging,

  • Be in good undamaged condition,

  • Include all accessories,

  • And include any gifts or samples received with the order (if applicable).

All returned products are subject to inspection upon receipt to determine approval or rejection of the request.

5) How to Submit a Return or Exchange Request

Requests may be submitted through:

  • The customer service form on the website,

  • WhatsApp,

  • Or email:

[email protected]

Customers must provide:

  • Order number,

  • Brief description of the issue,

  • Photos or videos showing the product, defect, or shipping label.

6) Processing Time & Refunds

  • Products are inspected within 1–3 business days after receipt.

  • Refunds are returned to the original payment method according to standard banking timelines, usually within 7–10 business days.

Original shipping fees are non-refundable in change-of-mind cases.

However, if the return is due to:

  • A manufacturing defect,

  • A wrong item,

  • Or an error caused by Saya,

all shipping fees will be refunded.

7) Loyalty Points – Saya Club

For Refunds

  • Earned loyalty points from the order will be deducted.

  • Redeemed points used in the order will be restored where applicable.

For Exchanges

Loyalty points will be recalculated based on the final invoice value after exchange.

8) Branch Purchases & Click & Collect Orders

Returns or exchanges may be processed at the nearest Saya branch upon presenting:

  • The invoice,

  • Or order number.

The same terms and conditions stated above shall apply.

Quick Summary

  • 15 days free replacement, refund, or repair for:

    • Manufacturing defects,

    • Non-conforming products,

    • Or wrong items delivered.

  • Change of mind:

    • 3 days for unopened beauty products.

    • 5 days for unused electronics.

    • Subject to a 1.9 OMR shipping/processing fee.

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