RETURN AND EXCHANGE POLICY (Store and Online)

 

At Sharaf DG your satisfaction is a guarantee. If you are not satisfied with your purchase, we will take back sold product/s within fifteen (15) days from the date of collection or Home Delivery of the product/s Based on the conditions described below.

 

-The return & exchange is subject to the following terms and conditions:

 

For Return & Exchange of product/s, Customer to visit any nearest Sharaf DG Store in Sultanate of Oman, call Sharaf DG Helpline Number (80066753) or e-mail us at feedback@om.sharafdg.com for assistance.

 

For Market Place, Online & Store product, please refer to the section –Return and Exchange Policy – 

  • For Return and Exchange, the product/s should be accompanied by the original Sales Invoice, If the customer does not have the original copy of the Invoice the customer can provide the Invoice/Order number, mobile number provided during the invoicing of the product.

 

  • The product/s must be in unused and unopened condition, with all the original packaging material, accessories, manuals, registration cards, free of cost (FOC)/bundled product/s and promotional vouchers. 

 

  • The Return and Exchange are not applicable: 
    1. If the packaging is incomplete or the product is damaged or scratched.
    2. If the product is opened and not defective.
    3. Customized/special order product/s cut cable/wire, apparel, personal care, and hygiene product/s.
    4. Online Activation Code is scratched or redeemed.
    5. The device is having an activation/password lock, Find My iPhone (FMIP) Find My Mobile (FMM) or Find my Device (FMD) is activated, iCloud.
    6. If the VAT is refunded against the Invoice.
    7. Any used product including Major Domestic Appliances like, Refrigerators, Cookers, Air Conditioner, Ovens, Washing Machines, Kitchen items, Vacuum Cleaner, Gaming products, etc. if not identified defective as per the terms.
  • If the packaging has minor soiling or is opened and the product is not defective, unused, with no visible scratches or marks observed on the product or the packaging; the product will be taken back with a Restocking Fee of a minimum of 30% or as applicable while making return or exchange.

 

  • Return or Exchange on Major/Medium Home Appliance, Large panel Audio/Video product/s will be done based on the manufacturer’s authorized service center’s investigation report and approval.

 

  • For Dead on arrival (DOA)/not functioning as per operational manual/falling short of declared product specifications will be exchanged, or returned:
    1. After it has been verified by the manufacturer’s authorized service center technician, as applicable.
    2. The process can take up to (four business days). Return/Exchange will be done only after the investigation/technical report.
    3. Customer to return complete box with all Accessories for availing the replacement for DOA, or the product will be repaired only under warranty terms & conditions.
  • If the product returned, has any data or information stored in the memory or storage device, Sharaf DG will not be responsible for the transfer of such data or information to another product given to the customer as an exchange, or for the loss of any data or information still residing on the returned product.
  • Product/s purchased through credit/debit card will be refunded ONLY to the same credit/debit card used for the transaction. A refund for product/s purchased through any kind of Gift Cards, Points, etc. will be refunded through Sharaf DG Gift Card.
  • Service, delivery, and installation charges are non-refundable once performed and acknowledged by the Customer. 
  • Customers requesting home delivery of the order purchase from the store must fill the delivery instructions form with the respective department providing the Original Invoice & copy of the customer Identification. Sharaf DG reserves the right to store customer products only for three (3) days from the date of the Invoice. Thereafter a rental fee* of (5%) per month will be charged to the customer over the value of the product.
  • Customer to inspect product/s PRIOR to signing the Proof of Delivery (POD) document and before the delivery agent’s departure. Any product/s delivered, signed and/or accepted and subsequently reported damaged or broken such claims will not qualify for return & exchange or Warranty Terms and conditions.
  • Extended Warranty/Damage Protection Plans are subject to return if the product/s is/are returned during the manufacture warranty period.
  • Extended warranty not Covered for Accessories, Batteries, Printer Heads, Gaming Consoles and Games
  • For online orders, the customer to verify the correct product, prices, delivery address, payment method, etc. while placing the order to avoid errors and shipping delays.
  • Store Management will act as per the above policies and Store Management’s decision will be treated as a final decision.

                                           

RETURN AND EXCHANGE POLICY (Marketplace)

 

For Exchange or Return, of Marketplace Product/s Customer to call Sharaf DG Helpline Number (80066753) or e-mail us at feedback@om.sharafdg.com. Any Marketplace products will not be returned or exchanged at the Sharaf DG stores, the return and exchange will be processed through the marketplace vendor.

 

 The return and exchange are subject to the following terms and conditions:

  • The product/s must be in unopened/sealed condition.
  • Fragrance, Perfume, Cosmetic, Apparel, Linen, Stationary, Personal Care, Hygiene product/s, Online activation card, Customized/special order product/s (e.g. assembled/tailormade furniture), cut cable/wire are not applicable for return or exchange if packaging if opened or used. Anomalies if any can be reported through Sharaf DG compliant channels mentioned above.
  • Supermarket product/s, consumable good/s, fresh food/s must be returned within 24Hrs. Non-Consumable good/s must be returned within 15 days.  
  • For Dead on arrival (DOA)/not functioning as per operational manual/falling short of declared product/s specifications will be exchanged, or returned:
    1. After it has been verified by the Seller. 
    2. The process can take up to 15 business days from the date of collection. Return/Exchange will be done only after the investigation/technical report. 
  • Return or Exchange on Major/Medium Home Appliances, screens of all kinds, refrigerators, cookers, air conditioners, air purifiers, ovens, washing machines, kitchen appliances and appliances of all kinds, vacuum cleaners, mobile phones, tablets, computers and laptops, televisions, Bluetooth headsets, Gaming, Personal use products, furniture, home décor, linens, fitness equipment, travel, sunglasses, watches, and audio/video products based on the technician's report and approval from the seller. (Supplier).
  • Customer to inspect product/s PRIOR to signing the Proof of Delivery (POD) document and before the delivery agent’s departure. Any product/s delivered, signed and/or accepted and subsequently reported damaged or broken such claims will not qualify for return & exchange or Warranty Terms and conditions.
  • All refunds will be processed to the Customer post the quality check is carried out after the return of the product/s. 

 

WARRANTY TERMS & CONDITIONS AFTER 15 DAYS

 

  • The warranty tendered hereunder, on the product/s sold under this invoice has been provided exclusively by their respective Authorized Agents/Distributors/Seller and is limited to the Sultanate of Oman region only or otherwise mentioned as per the warranty conditions as carried along with the product/s or mentioned on the Invoice/Website. In instances where products are bought through a seller (Marketplace), the terms of the respective seller’s warranty will apply.
  • Warranty of the product is applicable from the date of purchase even if it is collected or delivered later to the customer's address.
  • Customers to ensure data and information on the devices are backed up iCloud and device locks, find my iPhone (FMI), Find My Mobile (FMM) or Find My Device (FMD) are de-activated before handing over for service.
  • Primary responsibility for warranty service rests with the brand owner/supplier or Marketplace Seller and SharafDG.com is a facilitator only.
  • Accessory, Battery, Printhead, Perfume, Toy, Stationary, Furniture, Home Decor, Linen, Apparel, Cosmetics, Grocery, and any Consumable product/s are not covered under warranty.
  • Warranty becomes invalid if the product/s has been opened or tampered with by an unauthorized service center, Liquid, or Physical Damages.

 

*Rental Fees: In the event of delay in collection of the goods within 3 days from the Sharaf DG Stores, a rental fee of (5%) per month will be charged to the customer over the full value of the products not collected by the customer. The customer must pay the fees before the collection of the products from the store. In case the customer opts to refund the invoice the rental fees will be deducted, and the remaining amount will be refunded to the customer in the same mode of payment.