Return and Refund Policy
RETURNS
If you have received a wrong product; you have received a product that is not as described on the Site; or you have received a damaged product you will be eligible to return the product but for refurbished products, you must return the product within five (5) days of receipt of shipment. The Condition of returned product must be unused, in original unbroken packaging and includes all tags. For electronics, open products will be accepted if different from description or picture displayed.
If you have changed your mind only in certain conditions accepted for return. You have a right to return a product within fifteen (15) days of receipt of shipment but for refurbished products, you must return the product within five (5) days of receipt of shipment. The returned items will be only accepted under unbroken original packages condition and including all accessories and not part of below non-returnable products. Any Return products under this condition will detect from total amount the transaction fees and delivering/return charges.
Non-returnable Products
You do not have a right to return, replace or exchange products in respect of:
products that have been used or damaged by you or are not in the same condition as you received them;
any consumable product which has been used or installed;
products with tampered or missing serial numbers; or
Contacting Us (arrange a Return). You may contact us through email, social media or live chat on the Site, or by calling our number +968 94411773
Your Refund
For delivered products, we will refund to you the product amount (excluding the amount paid for the original shipping fees) in full plus the cost of return:
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if the products are faulty or not as described on our Site; or
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if you reason for return is due to an error on our side, such as an error in pricing or description, a delay in delivery etc.
In all other circumstances, we will refund the product amount (excluding the amount paid for the original shipping fees) and you may pay the costs of return shipping.
For products not delivered, you will receive a full refund if you cancel the order.
Refund Procedure
We will issue a refund to you depending on the method you used for payment, as follows:
if you paid by cash on delivery, we will issue a refund to your wallet; or
if you paid by credit/debit card, you can choose to have a refund by credit/debit card or to your wallet.
Refund Timescale. Your refund will be initiated once your product is received back in our customer fulfilment center and inspected by our team, and the final refund will be received by you as follows:
if the refund is to your credit/debit card, within thirty (30) days from the day on which we receive the product back in our customer fulfilment center;
if your refund is to your wallet, you will receive the refund immediately after your product is received back in our customer fulfilment center and inspected by our team.
DEFECT OR DAMAGE TO YOUR PRODUCT
Warranty. A twelve (12) month warranty will be provided for certain purchased products against defects that occur after purchase A one week warranty (maximum) will apply to selected refurbished products. The warranty is not applicable to cases other than defects in material, design and workmanship. Warranty obligations are limited to repair of defective product or replacement of the defective part, or replacement or refund according to market price of the product itself (such decision at the product seller’s discretion). Not all products are covered by the warranty, always check the product listing to know if it includes warranty benefits.
Authorised Service Centres. On selected products and in instances where we are considered the seller, warranty repairs will be carried out by authorized service centres.
Warranty Period
Repair or replacement under the terms of this warranty does not provide right to extension or renewal of the warranty period. Warranty terms are in accordance with your device manufacturer. For more details about specific terms of the warranty for your device, please visit the support page of your product.
Warranty Not Applicable
The warranty does not apply in the following circumstances:
if a repair has been attempted by any service centre not authorized by the product seller; physical damage i.e. product presenting clear signs of damage like broken screens, heavy dents, bent products, that can prevent a product from functioning properly; liquid damage i.e. any situation involving the submersion or splashing of an electronic device in any liquid/or when water indicator (if any inside the device) changes colour;
original software alteration or modification (e.g. “root” for Android devices or “jailbreak” for Apple devices);
if there has been use of non-original accessories with your purchased product;
if the serial number is removed from the product;
for maintenance and periodic checks of purchased products;
for replacement of consumables (e.g. batteries, light bulbs, fuses, headphones or printer ink);
where there has been abuse or misuse of the product e.g. by not using it for its intended purpose or not in accordance with manufacturer’s instructions on usage and maintenance;
where there has been damage of a product’s battery caused by overcharging, failure to use in accordance with the specific instructions of core outlined in product user manual or where charged by chargers other than those approved by manufacturer; and
if any of the seals on the battery enclosure or cells are broken or show evidence of tampering.
Warranty Claim. You may contact us through email, social media or live chat on the Site, or by calling our Phone Number: +968 94411773 (OMAN)
About the Return and Refund Policy:
21Store Return and Refund Policy helps you stay covered in case of defects in material, design and workmanship after purchase of the product. On selected products and in instances where we are considered the seller, a twelve (12) months warranty will be provided for the eligible items purchased for all the buyers within OMAN. All Product presented in 21Store are having Official Dealer and Agent Warranties Policy and Following the Dealer and agent Warranties when applicable.
Excluding Apple products (Accessories warranty: 1 year), other electronics device accessories are subject to six (6) months warranty starting from the product purchase date except for other specific product mentioned herein.
Warranty repairs will be carried out by authorized service centres.
The original invoice is required to verify the serial number and validate the warranty period to benefit from warranty services.
The warranty repair period is twenty-one (21) working days for the units covered under the warranty from the date of picking the product from the customer until dispatched.
Not all products are covered by the warranty, always check the product listing to know if it includes warranty benefits.
Repair or replacement under the terms of this warranty does not provide right to extension or renewal of the warranty period. Warranty terms are in accordance with your device manufacturer.
If your item can’t be repaired but is still under the manufacturer’s warranty, we will issue a replacement (from the same seller) or, if a replacement isn’t available, you will be refunded in full.
To avail of warranty services if a defect occurs in your product within the valid warranty period, you can raise the request through your 21Store account. 21Store warranty team shall contact you within 24 hours for claim validation and troubleshooting followed by pictures of the product from all angles along with IMEI/Serial number.
21Store will provide Manufacturer warranties for all product expect below list of products
Anker: 15 months warranties
Porodo: 15 months Warranties
Used items Phones, EarPods, Ipads, Apple watch, ..etc. : One week Warranty.
Service Policy:
Personal Data and information on devices are the responsibility of customers and customers are advised to make back-ups for their data, switch off FMI, remove lock/password prior to servicing the device.
The time required to obtain device information or customer approval is not included within the Turn Around Time (TAT) of the repair process.
By submitting your item for repair, you consent to us and the repairer using your contact details in this way only as required in connection with the repair service.
The customer confirms that all information provided during the warranty claim is correct.
Screen protectors should be removed by the customer to serve the devise.
The warranty will not be covered under the below conditions:
Defect or damage is the result of the customer misuse and non-abidance by the instructions for use.
Liquid spill on product.
Product having un-authorized repairs.
Free Pickup and Delivery Policy:
All the items covered by warranty are free shipping.
21Store is not responsible for any damages that occur during the shipping to our warehouse, please make sure the item is packed in its original box or wrapped safely.
The customer must provide the corresponding accessories, product, warranty to the courier company during the pickup (it includes earphone, battery, charge carrier).
You may contact us through email, social media or live chat on the Site, or by calling our Phone number +968 94411773 (OMAN).
