Return and exchange policy

Legal rights in case of defect or non-conformity

If a product is defective, does not conform to specifications, or is not suitable for its intended purpose, the consumer rights stipulated under the Omani Consumer Protection Law apply. According to Article (16) of Royal Decree No. 66/2014, the right to exchange, return, or receive a refund is established within 15 days of receipt in cases specified by law, with the exception of perishable consumer goods, provided that proof of purchase is available and the defect is not due to misuse.

The advantage of changing opinions on the right product

In addition to legal rights, the company, as a business benefit, allows for the return of a product within 5 days of receipt, provided it is unused, in its original condition with all accessories and packaging, and in resalable condition, and provided it does not fall under the exceptions specific to the nature of the product outlined in this document. The customer is responsible for return shipping costs if the reason for the return is personal, unless otherwise stipulated by law.

Terms and conditions specific to this store

  • Ready-made clothes can benefit from the five-day advantage if they have not been worn, washed, or altered and the tags and original packaging remain intact.
  • Products that are specially made or modified (custom-made, sizing modification, color change or special specification) are not covered by the change of mind feature after implementation has begun, while the rights of defect and non-conformity remain in full.
  • Sleepwear is not accepted under the change of mind feature if it has been used or has lost its original condition in a way that affects cleanliness or the possibility of resale.

Return request steps

  • إرسال رقم الطلب وسبب الطلب وصور عند وجود تلف أو عيب إلى silk@summow.om أو قناة المتجر المعتمدة.
  • Do not send the product to any address before receiving return instructions.
  • The product should be packaged in a way that protects it during transport, and proof of purchase should be included.
  • After receipt and inspection, the customer is informed of the result and the appropriate replacement, refund, or action.