Refund policy
Effective date: 29 July 2026 Last updated: 29 July 2026
1. Overview
This Policy explains how Dahreez Store handles claims involving defective, damaged, unsafe, missing, incorrect, or materially misdescribed products.
Nothing in this Policy limits any mandatory consumer right available under the laws of the Sultanate of Oman.
2. Eligible Claims
Contact us if a product:
Arrives damaged or leaking;
Has a manufacturing defect;
Is unsafe or unfit for its stated purpose;
Does not match its product description or agreed specification;
Is different from the product ordered;
Is missing from the delivered order;
Is spoiled before its stated expiry date despite correct storage;
Does not meet applicable standards.
3. Claim Period
For products covered by Article 16 of Oman’s Consumer Protection Law, a customer may request replacement within 15 days after receiving the product where:
The product is defective;
The product does not meet applicable standards;
The product does not serve the purpose for which it was contracted;
Proof of purchase is provided;
The issue was not caused by misuse.
Other statutory warranty or remedy periods may apply depending on the product and issue.
Customers should contact us as soon as reasonably possible after discovering a problem.
Any shorter administrative reporting period requested by Dahreez does not cancel or shorten a right granted by applicable law.
4. Change-of-Mind Returns
Unless required by applicable law, Dahreez does not accept returns merely because a customer:
Changed their mind;
Disliked the taste or personal characteristics of a product;
Ordered the wrong item;
No longer wants the product;
Found the same product at another price.
Customers should carefully review product information before placing an order.
5. Coffee, Food and Consumable Products
Opened coffee, food, beverages, matcha, and other consumable products cannot be returned for hygiene, safety, or quality reasons merely because of customer preference.
This restriction does not apply where the product:
Is defective;
Is damaged or leaking;
Is unsafe;
Is spoiled before its stated expiry date despite correct storage;
Is materially different from its description;
Is different from the product ordered;
Requires a remedy under Omani law.
6. How to Submit a Claim
To submit a claim:
Contact Dahreez on +968 7753 5975.
Provide your name and order number.
Describe the issue and when it was discovered.
Provide clear photographs or video where relevant.
Include photographs of the product, packaging, label, expiry date, batch information, or shipping damage.
Keep the product and packaging until Dahreez confirms whether return, collection, inspection, or safe disposal is required.
Stop using any product that may be unsafe.
Do not send full card details, PINs, passwords, or one-time verification codes.
7. Assessment
We may reasonably:
Request further information;
Examine photographs or video;
Inspect the product;
Consult the supplier, manufacturer, or carrier;
Request that the product be returned or made available for collection.
A claim may be refused where the issue resulted from:
Misuse;
Accidental damage after delivery;
Improper storage;
Unauthorised modification or repair;
Ordinary wear and tear;
Failure to follow clear product instructions.
Any refusal will remain subject to applicable law.
8. Available Remedies
Where a claim is accepted, Dahreez will provide the remedy required by law and appropriate to the product and issue.
The remedy may include:
Repair;
Replacement;
Resupply of a missing item;
Full refund;
Partial refund;
Another remedy agreed with the customer.
Where applicable law gives the customer a choice of remedy, Dahreez will respect that choice.
9. Return and Collection Costs
Dahreez will bear reasonable return or collection costs for an accepted claim involving a defective, damaged, unsafe, missing, or incorrect product.
An approved replacement will be sent without an additional standard-delivery charge.
Unauthorised return costs may not be reimbursed. Customers should contact Dahreez before returning a product.
10. Refund Method and Timing
Approved refunds will normally be submitted to the original payment method within 30 business days after approval.
The customer’s bank, card issuer, or digital-wallet provider may require additional time to display the refunded amount.
Dahreez will notify the customer when the refund has been submitted.
Delivery charges may be refunded where required by law or where the accepted claim relates to an error by Dahreez or an issue affecting the complete order.
11. Gifts, Bundles and Promotional Products
For a defective item included in a bundle, Dahreez may provide a remedy for the affected item unless:
The issue materially affects the entire bundle;
The items cannot reasonably be separated;
Applicable law requires another remedy.
Refunds are normally returned to the original payment method, including where the product was purchased as a gift.
Free or promotional products may need to be returned where the entire qualifying order is refunded, subject to applicable law.
12. Order Cancellations
Contact us as soon as possible to request an order cancellation.
Cancellation is not guaranteed after an order has been prepared or dispatched.
Where cancellation is accepted after payment, the refund will be returned to the original payment method subject to the processing times described in this Policy.
13. Contact
To request a return, replacement, or refund, contact:
Dahreez Store Telephone and WhatsApp: +968 7753 5975 Email: dahreez.store@gmail.com
Please include your name, order number, and supporting information.