At Between, we are committed to providing our customers with the best shopping experience.
We ensure that all food products offered on our platform by partner restaurants comply with the quality and food safety standards applicable in the Sultanate of Oman.
Our return and exchange policy aligns with the provisions of the Consumer Protection Law issued by Royal Decree No. (66/2014) and its amendments.
Customers have the right to request a return or exchange of food products in the following cases:
Spoiled or Unsafe Products:
If the food product is unfit for human consumption, expired, or has altered natural characteristics (e.g., taste, smell, color, ingredients), or shows visible signs of spoilage or damage.
Non-conforming Products:
If the product does not match the description listed on the online store or fails to meet the intended purpose.
Examples include: wrong item delivered, missing essential agreed-upon ingredients, or a significantly different size.
Products Causing Harm to the Consumer:
If it is proven that the product caused health damage due to a defect, the consumer has the right to request fair compensation in accordance with the law.
Lack of Required Quality Standards:
The product must meet the quality standards necessary to fulfill its intended purpose and meet reasonable consumer expectations.
To ensure efficient handling of return or exchange requests, please follow the steps below:
Immediate Reporting:
Due to the perishable nature of food products, customers must report any issue or defect as soon as it is discovered upon receiving the order.
It is preferred that the report be made within a short timeframe, e.g., 2 to 24 hours from receipt, including clear details of the issue.
Proof of Purchase:
Customers must provide the original purchase invoice or any other proof confirming the transaction through the Between platform, such as the order number or electronic payment confirmation.
Photo or Video Evidence:
It is recommended that customers submit clear photos or videos of the product in question to facilitate verification.
No Misuse:
Return or exchange requests will not be accepted if the defect is due to the customer’s misuse of the product or improper storage after receipt.
Original Packaging (if possible):
In some cases, customers may be required to retain the product in its original packaging.
Once the report is received and verified, the Between team will contact the customer to determine the appropriate course of action.
If the product is deemed eligible for return or exchange under this policy and in accordance with the law:
For Exchange:
A replacement will be arranged from the same restaurant or a mutually agreed alternative product.
For Refund:
The amount paid for the product will be refunded using the original payment method or another agreed-upon method, within a reasonable timeframe determined by Between and based on financial procedures.
This policy applies to all orders made through Between and includes food products offered by partner restaurants.
Between reserves the right to reject return or exchange requests that do not comply with this policy or the Consumer Protection Law.
In the event of any dispute, the consumer may file a complaint with the Public Authority for Consumer Protection in the Sultanate of Oman and take necessary legal action.
We always aim to ensure your satisfaction.
If you have any questions regarding the return and exchange policy, please do not hesitate to contact us at:
📞 Phone: 76953389
📧 Email: partner@between-oman.com
