Return & Refund Policy | سياسة الإرجاع والاسترداد

At Kashesh Store, we want every order to reach you in perfect condition. Please read this policy carefully before placing your order.

1. 7-Day Return Window

You can request a return within 7 days from the date you receive your order. Returns are accepted only in the following cases:

• The product arrived damaged or broken.
• The product is defective or does not work on arrival.
• You received the wrong product or a missing item.

2. Unboxing Video Is Required

To approve any claim, we need a clear, continuous unboxing video. The video must:

• Start before the package is opened and show the sealed package with the shipping label.
• Be recorded in one continuous shot, without cuts or edits.
• Clearly show the product and the damage, defect, wrong item or missing item.

Claims without a valid unboxing video cannot be accepted.

3. Returns Not Accepted

• Change of mind or no longer wanting the product.
• Products that have been used, washed, or are not in their original condition and packaging.
• Damage caused by misuse, accidents or not following the product instructions.
• Opened personal-care, cosmetic and hygiene products (for example skincare, makeup, mouthpieces), unless they arrived damaged or wrong.
• Requests made after 7 days from delivery.
• Claims without an unboxing video.

4. Check Your Order on Delivery

All orders are Cash on Delivery. Please check the outer package in front of the courier. If the package is clearly damaged, you may refuse the delivery and contact us right away.

5. How to Request a Return

1. Email us at kasheshstore@gmail.com within 7 days of delivery.
2. Include your order number, full name, phone number, the unboxing video and photos of the issue.
3. Our team will review your request within 2–3 business days and reply by email or phone.

6. Replacement or Refund

• Once your claim is approved, we will send a free replacement of the same product. If it is out of stock, we will offer a refund.
• We may ask you to hand the original product back to our courier. Collection is free of charge for approved claims.
• Because orders are paid in cash, approved refunds are sent by bank transfer within 7–14 business days after approval (and after we receive the item, if a return is requested).
• Delivery is free, so there are no shipping fees to refund.

7. Order Cancellation

You can cancel your order free of charge before it is shipped. Contact us as soon as possible by email. Orders that have already been shipped cannot be cancelled.

8. Contact Us

Email: kasheshstore@gmail.com
We serve customers across the Sultanate of Oman.