سياسة الإرجاع والاستبدال

At بيلتل, your satisfaction is our guarantee. If you are not satisfied with your purchase, we will take back sold product(s) within fifteen (15) days from the date of collection or home delivery, based on the conditions described below.

The return & exchange is subject to the following terms and conditions:

For Return & Exchange of product(s), customers may visit the nearest بيلتل store in the Sultanate of Oman, call our customer service helpline (+968) 2422 9800, or email us info@belltelme.com for assistance.

For Marketplace, Online & Store product(s), please refer to the section – Return and Exchange Policy –

To process any return or exchange, the product(s) should be accompanied by the original Sales Invoice. If the original copy is unavailable, the customer may provide the Invoice/Order number or mobile number used during the purchase.

The product(s) must be in unused and unopened condition, with all original packaging, accessories, manuals, registration cards, bundled product(s), and promotional vouchers included.

Return and Exchange are not applicable under the following conditions:

• If the packaging is incomplete, or the product is damaged or scratched.

• If the product is opened and not found to be defective.

• On customized/special orders, cut cable/wire, apparel, personal care, or hygiene product(s).

• If an online activation code is scratched or redeemed.

• If the device has an active lock such as Find My iPhone (FMIP), Find My Mobile (FMM), or Find My Device (FMD).

• If VAT has been refunded against the invoice.

• Any used products including major appliances (e.g., refrigerators, cookers, air conditioners, ovens, washing machines, kitchen items, vacuum cleaners, gaming products), unless proven defective under warranty.

• If the packaging is slightly soiled or opened and the product is unused and undamaged, a restocking fee of minimum 30% or as applicable will be charged.

Special Return Cases:

• Return or Exchange on Major/Medium Home Appliances or large screen products will be processed based on the manufacturer’s authorized service center report and approval.

• For products that are Dead on Arrival (DOA) or not functioning as per manual:

  • Replacement is subject to verification by the brand’s service technician.

  • The process may take up to four (4) business days.

  • Product must be returned with all accessories; else it will be repaired under warranty.

Belltel will not be responsible for data loss during returns or exchanges. Customers should back up data before returning products.

Products purchased via credit/debit cards will be refunded to the same card. Purchases made using gift cards, points, etc., will be refunded via Belltel Gift Card.

Service, delivery, and installation charges are non-refundable once acknowledged.

Customers opting for home delivery must fill out a delivery instruction form and submit valid identification. Belltel reserves the right to store uncollected products for only 3 days, after which a storage fee of 5% per month may apply.

Inspect the product upon delivery. Claims made after signing the Proof of Delivery (POD) for damage or defects will not qualify for return, exchange, or warranty.

Extended Warranty or Damage Protection Plans can be returned if the product is returned within the original warranty period. Extended warranty does not cover: Accessories, batteries, printer heads, gaming consoles, or games.

For online orders, customers must verify the correct product, price, delivery address, and payment method before confirming the order.

Store management’s decision on returns and exchanges will be final.

RETURN AND EXCHANGE POLICY (Marketplace Orders)

To return or exchange Marketplace products, customers must contact Belltel customer support. Marketplace items cannot be returned or exchanged at Belltel retail stores. The process will be handled via the respective vendor.

Terms and conditions for marketplace products:

• Product(s) must be in sealed/unopened condition.

• No returns for fragrance, cosmetics, apparel, linen, stationery, personal care, hygiene products, online activation cards, customized/special orders, or cut wires/cables once opened or used.

• Supermarket/fresh food must be returned within 24 hours. Non-consumable goods within 15 days.

• DOA or defective products will be returned/exchanged after vendor investigation, which may take up to 15 business days.

• Returns on major appliances or tech items are subject to technician’s approval.

• Customer must inspect product before signing the POD. Post-acceptance damage claims are not valid.

• Refunds will be processed after quality check.

WARRANTY TERMS & CONDITIONS AFTER 15 DAYS

Warranty coverage is provided by the respective brand’s authorized distributor or service agent, valid only in the Sultanate of Oman (unless otherwise specified). For Marketplace products, seller warranty terms apply.

Warranty starts from the invoice date, regardless of collection or delivery time.

Customers must back up data and disable all security locks before submitting any product for warranty service.

Warranty is void if:

• The product is serviced by unauthorized centers.

• Physical or liquid damage is found.

• The product is tampered with.

Items not covered under warranty include:

• Accessories, batteries, printer heads

• Perfumes, toys, stationery, furniture, home décor, linen, apparel, cosmetics, groceries, or any consumable product

Belltel acts only as a facilitator for warranty services and holds no direct responsibility for brand-supplied warranty services.