Returns and Replacement Policy

Dear Valued Customers,

Due to system updates, we regret to inform you that the return and exchange service will be temporarily unavailable at our stores and online shop for a period of 10 days, starting from 06/12/2024.

Return and exchange requests will be accepted starting from 16/12/2024 for a period of 7 days, applicable to invoices issued between 28/11/2024 and 15/12/2024.

If you wish to request a return or exchange, we will be happy to assist you within the specified time frame.

Thank you for your understanding.


We always strive to ensure that our customers shop with confidence and peace of mind by refunding the value of their purchases or exchanging them for one of our products, in accordance with the following terms and conditions for exchange and return:

  1. The return and exchange policy covers all products of Deraa Company in the online store.
  2. To benefit from the return, exchange, and warranty services, it is necessary to bring the original invoice received from the company's representative.
  3. Returns or exchanges are possible if the item is in the same original condition as at the time of purchase and is wrapped in its original packaging.
  4. You have the right to return or exchange within seven (7) days from the date of receipt, by contacting the customer service team either by calling the toll-free number +9668001186666 or through WhatsApp on the same number.
  5. To proceed, photograph the product and send it via WhatsApp to +9668001186666, specifying the city and address.
  6. Returns can be processed through Customer Service within (7) days, and exchanges can be made within (7) days either at the nearest Dra'ah branch or by having the products collected by our logistics partner.
  7. To cancel an order, you can log in to your account, access your order list, and submit a cancellation request. If the order has not been prepared for shipping, it can be canceled through Customer Service by calling the toll-free number +9668001186666 or via WhatsApp at the same number. A refund for canceled orders will be processed within 7 to 14 business days. If the order has already been shipped, the refund process will begin once the shipment returns to our main warehouse in Muscat.

There are a number of specific situations where the product cannot be returned or replacement and they are:

·       When submitting a return request after a specified time, which is 7 days from the date of receipt.

·       When using the product, when it is damaged, or when it is not in the same condition that you received it.

·       Products whose serial numbers have been tampered with or removed.

·       Products without price tags, stickers, original packaging, or the lack of any accessories.

Shipping Condition:

  1. Delivery to customers in major cities will take between 3 to 5 business days from the invoice issue date.
  2. Delivery to customers outside major cities will take between 5 to 7 business days from the invoice issue date.

payment methods:

You can currently use Cash on Delivery when receiving your order from our logistics partner.

Payment upon receipt:

You can use (Visa, MasterCard, or regular ATM card) via the mobile POS device.

Warranty:

The warranty on Deraah products covers manufacturing defects.

Electrical appliances:

  1. Electrical appliances are covered by a two-year warranty from the date of purchase for manufacturing defects.
  2. Electrical appliances (replacement warranty) with the presentation of the purchase invoice and the warranty card.

Watches:

  1. Watches are covered by a one-year warranty from the date of purchase (women's sets and individuals - men's individuals only).
  2. Watch warranty (maintenance) with the presentation of the purchase invoice and the warranty card.

The warranty does not cover the product in the following cases:

  1. Misuse of the product or non-compliance with the instructions for use.
  2. Fractures or exposure of the device to external factors such as moisture, water, or electrical voltage other than that specified on the device.
  3. Attempts to repair or tamper with the product.