Returns, Exchanges And Refunds Policy

1. Our Approach

We want customers to receive products that match their confirmed orders and arrive in acceptable condition. This policy explains how KWAS Homes handles damaged, defective, incorrect and eligible returned products.

Nothing in this policy excludes or limits any mandatory rights available to consumers under the laws of the Sultanate of Oman.

2. Change-of-Mind Returns

KWAS Homes does not generally accept a return or exchange because a customer has changed their mind after ordering or delivery.

This includes situations where the product matches the description and confirmed specifications but the customer later decides that the colour, size, style, design or suitability is not preferred.

Customers should carefully review dimensions, materials, colours, quantities, access requirements and custom specifications before completing an order.

If KWAS Homes exceptionally agrees in writing to accept a discretionary change-of-mind return:

1.    The product must be unused, unassembled, complete and in resalable condition;

2.    Original packaging, accessories, manuals and labels must be retained;

3.    The customer will be responsible for collection and return-delivery costs; and

4.    Acceptance remains subject to inspection.

No restocking fee will be charged, but actual collection or return-delivery costs may apply. A discretionary acceptance does not create an obligation to accept similar returns in the future.

3. Damaged, Defective, Incomplete or Incorrect Products

If a product is delivered damaged, visibly defective, incomplete or different from the confirmed order, please notify us within 24 hours of delivery.

Send the following to info@kwashomes.com or [INSERT TELEPHONE/WHATSAPP NUMBER]:

5.    Order number and proof of purchase;

6.    Customer name and contact number;

7.    Description of the issue;

8.    Clear photographs or video of the product;

9.    Photographs of the outer and inner packaging; and

10.      Photographs of product labels, serial numbers or batch information where applicable.

Please keep the product, packaging and accessories until the claim has been reviewed.

Opening packaging carefully for the purpose of inspecting the product does not by itself prevent a valid claim. However, the product should not be used, assembled, altered, installed or damaged after the issue is discovered.

After reviewing or inspecting the product, KWAS Homes may provide an appropriate remedy, which may include:

11.      Supplying missing parts;

12.      Repairing the product;

13.      Replacing it with the same or an equivalent product;

14.      Exchanging it for another agreed product; or

15.      Refunding the eligible amount.

The remedy will depend on the nature of the issue, product availability, manufacturer terms and applicable Omani law. Where the issue is confirmed as our error, a manufacturing defect or delivery damage, KWAS Homes will bear the reasonable approved collection and redelivery costs.

4. Statutory Defect Rights

Where the Omani Consumer Protection Law and its Executive Regulations apply to an eligible defective or non-conforming product, the customer may have rights to repair, replacement, return or refund within the applicable statutory period and subject to the legal conditions. These rights are separate from and take priority over any inconsistent limitation in this policy.

5. Non-Returnable Products

The following products cannot be returned or exchanged unless damaged, defective, incorrect, materially non-conforming or otherwise required by applicable law:

16.      Custom-size printed paintings;

17.      Personalized, altered or made-to-order products;

18.      Products produced according to customer-approved specifications;

19.      Products that have been used, assembled, installed, altered or damaged after delivery; and

20.      Products missing original parts, accessories or packaging, except where removal was reasonably necessary to identify a defect.

Custom-made orders cannot be cancelled once production has started.

6. Return Authorization and Collection

Customers must contact KWAS Homes and receive return authorization before sending or handing over a product. Products returned without authorization may not be accepted or processed.

Where collection is approved, the customer must make the product reasonably accessible and safely packed for transport. Our acceptance of a collected product does not confirm that a refund or exchange has been approved; the product may first require inspection.

7. Refunds

Once an eligible return is received and inspected, we will notify the customer whether the refund has been approved.

Approved refunds are normally processed within 7-14 business days. Refunds will normally be made by bank transfer to a verified bank account held in the customer’s name, unless applicable law or the rules of the payment provider require the refund to be made through the original payment method.

Bank processing times are outside our control. KWAS Homes is not responsible for delays caused by incorrect bank information supplied by the customer.

Delivery or collection charges are refundable when the return results from a verified manufacturing defect, delivery damage, incorrect product or other failure by KWAS Homes, subject to applicable law. Original delivery and return costs are not refundable for a discretionary change-of-mind return.

8. Exchanges

Approved exchanges are subject to product availability. If the replacement product has a different price:

21.      The customer must pay any additional amount before dispatch; or

22.      KWAS Homes will refund an approved price difference in accordance with this policy.

9. Cancellations

Standard-product orders may be cancelled without charge before dispatch, subject to written confirmation from KWAS Homes.

Once a standard product has been dispatched, the order cannot normally be cancelled. If KWAS Homes agrees to stop or retrieve a dispatched order, the customer may be responsible for actual delivery and return costs unless the cancellation results from our breach or applicable law provides otherwise.

Custom-size paintings and other made-to-order products may be cancelled or amended only before production begins. Once materials have been ordered, printing has started or production has otherwise commenced, the order becomes non-cancellable except where KWAS Homes agrees in writing or applicable law requires otherwise.

10. Contact Us

Email: info@kwashomes.com | Telephone/WhatsApp: [INSERT TELEPHONE/WHATSAPP NUMBER] | Hours: Sunday to Thursday, 9:00 AM to 5:00 PM, excluding public holidays