Delivery Policy
A- A A+

E-Shop Returns Guiding Principles

Oman Telecommunication Company SAOG (Omantel) offers a refund, exchange, or cancel your order for devices and accessories purchased directly from Omantel through Omantel’s outlet and online from Omantel’s Online-Store as provided below: -

 

Order Cancellation before Shipping

You may opt to cancel your order with the entitlement for full refund if such cancellation request received by Omantel before forwarding the ordered items to the currier for delivery. Refund will be made using the same method of payment used to make the original purchase. Refund may take up to (30) days.

If an item is bundled with service commitment, then the service will be automatically cancelled as well.

 

Order Cancellation before Delivery

You may opt to cancel your order after the item is shipped for delivery but before the actual delivery is made to you however you will incur the shipping charge incurred by Omantel. The amount of the shipping charges may vary depending on the distance and weight of the ordered items however the shipping charges will not usually exceed 15% of the gross value of the ordered items. Refund minus the shipping charge will be made using the same method of payment used to make the original purchase. Refund may take up to (30) days.

If an item is bundled with service commitment, then the service will be automatically cancelled as well.

 

Missing ordered item from the delivered package

You must immediately notice any damage on the packaging by placing a note on the courier delivery receipt or rejecting delivery. Shall you discover on receipt of the package that an ordered item is missing, you are expected to log a complaint in our Online Store, contact our Contact Center, or visit any of our outlets. An immediate issue of the item will be made to you if the value of the missing item is of certain value. For items that could be considered of high value, a speedy investigation and corrective action will be made within a minimum period of (1) working day to issue you the missing item.

If an item is bundled with service commitment and the service cannot be used without the missing item, then the commitment period and any due installments shall commence only on delivering the such missing item to you.

 

Damaged Items or Manufacturer Defect

You must immediately notice any damage on the packaging by placing a note on the courier delivery receipt or rejecting delivery. Shall you discover on receipt of the package that an ordered item is visibly damaged or that an item is faulty on receipt or becomes faulty for manufacturer defect within a period of 15 (Fifteen) days calculated from the date of receipt of the purchased item, you are entitled to return the delivered damaged or faulty item for manufacturer defect to any of Omantel’s outlets or to our appointed supplier at the addresses provided in the warranty certificate and ask at your discretion, to repair, replace the item or claim full refund.

While we will endeavor to avoid prolonged process, it is understood, however, that inspection is necessary to determine whether the item suffers a manufacturer defect and the source of damage inflicted on the item.

Full refund will be made using the same method of payment used to make the original purchase and may take up to (30) days.

If an item is bundled with service commitment and the service cannot be used without the damaged or faulty item, then the commitment period and any due installments shall commence only on delivering the such missing item to you. However, if you opt for refund option, then the service will be automatically cancelled as well.

 

Wrong delivered items

Shall you discover on receipt of the package that a delivered item is not the item that you ordered, you may within a period not exceeding ( 3 ) days notify Omantel that wrong items were delivered to you. These wrong items shall be sent back to Omantel and must be in like-new condition with no physical or water damage with no alteration to original hardware or software and in the manufacturer's original packaging. Shall the items placed in the original order are available in Omantel, they will be issued immediately.

If an item is not available in Omantel, we will let you know immediately and you may opt to cancel the order and refund will be made using the same method of payment used to make the original purchase. Refund may take up to (30) days.

If an item is bundled with service commitment and the service cannot be used due to delivery of the wrong item, then the commitment period and any due installments shall commence only on delivering the such correct item to you. However, if you opt for refund option, then the service will be automatically cancelled as well.

If an item has physical or liquid damage or alteration to original hardware or software, it cannot be returned and a credit will not be issued. Omantel will return ineligible devices to you at the same address shown on the shipping label. In this event and if the item is bundled with service commitment, then the service commitment shall be valid and enforceable.

 

Repair during warranty period

Subject to the warranty obligations, you may contact Omantel or its supplier at the addresses provided in the warranty certificate to repair the product, if product is capable to be repaired. Make a copy of the invoice or receipt and keep original for your records. Remove confidential, proprietary, or personal information from device and drop off the items to an of Omantel’s outlets or at any of the suppliers’ location. It is your responsibility to make sure that you obtain a receipt of the items dropped off in Omantel’s outlet or with its supplier.

 

Legal disclaimer

Omantel reserves the right to reject item returns that do not comply with the Return Policy. Please remove any confidential, proprietary, or personal information before returning your equipment. Omantel is not responsible for information left on returned item