Return, Refund, and Product Guarantee Policy

AL Dhifani Trading and Investment SPC Co.

Last updated: January 10, 2025

1. Return Policy Overview

At AL Dhifani Trading and Investment Co., we maintain a comprehensive 30-day return policy for customers across Oman and GCC countries, beginning from the date of product receipt. We understand that customer satisfaction is paramount, and our policy is designed to ensure a smooth and hassle-free experience for all our valued customers.

For a return to be eligible, items must be in their original condition, unused and unworn, with original tags and packaging intact. A valid receipt or proof of purchase is required, and all returns must comply with local GCC regulations regarding pest control products. However, certain items are exempt from our return policy, including products beyond the 30-day window, opened or used products (due to safety regulations), items without original packaging or proof of purchase, products damaged through improper storage or handling, sale items, and gift cards. This policy is in place to maintain product quality and ensure customer safety, particularly given the nature of our pest control products.

2. Product Guarantee and Effectiveness Claims

2.1 Conditions for Valid Claims

Applications must precisely follow provided instructions, including proper dosage implementation according to GCC safety standards and correct application techniques specified for local climate conditions. Any deviation from these requirements may void the guarantee. We emphasize the importance of following these guidelines not only for optimal product performance but also for user safety and environmental protection. Our products are specifically formulated for the unique climate conditions of the GCC region, and proper application is crucial for effectiveness.

2.2 Claim Submission Process

For claim validation, we require comprehensive documentation. This includes clear, high-resolution visual evidence of treated areas, including before and after documentation, evidence of pest presence, and Super Gel application documentation. All imagery should be time-stamped and comply with local privacy laws. Written documentation should detail the application process, including dates, times, step-by-step procedures, results observations, and environmental conditions relevant to the GCC climate. This detailed documentation helps our technical team accurately assess the situation and provide the most appropriate solution.

The claim submission process begins with prompt contact to customer support through email (info@supergel.om), phone, or online form within the 30-day period. Communication is available in both Arabic and English to serve our diverse customer base effectively. All evidence must be submitted clearly and relevantly, after which our dedicated team conducts a thorough evaluation of claim validity and compliance with local regulations. Valid claims will receive appropriate resolution, which may include product replacement, refund, or alternative remedy, as determined by AL Dhifani Trading and Investment Co., in accordance with Omani consumer protection laws.

3. Refund Process

Our refund process involves a careful inspection of returned items upon receipt, followed by prompt notification of approval or denial. Approved refunds are processed to the original payment method within 10 business days in the original purchase currency, though additional processing time may be required by local banks. We strive to make this process as transparent and efficient as possible. If a refund is not received within 15 business days of approval, customers should contact info@supergel.om. Our customer service team is trained to track and expedite refund processes when necessary.

4. Return Shipping Procedure

The return shipping procedure requires customers to contact info@supergel.om for initiation and await return authorization. Upon approval, customers will receive a return shipping label and detailed instructions. Items must be packaged securely with all required components and shipped to the provided return address in Oman. We emphasize proper packaging to prevent damage during transit. Unauthorized returns will not be accepted, and all returns must comply with GCC shipping regulations for pest control products. Our team is available to provide guidance on proper packaging and handling procedures.

5. Exchanges

For exchanges, we recommend returning the original item and placing a new order for the desired item, with the refund for the returned item processed separately. This approach typically provides the fastest resolution and ensures accurate inventory management. Our customer service team can assist in coordinating this process to ensure a smooth transition between products.

6. Contact Information

AL Dhifani Trading and Investment SPC Co. can be contacted via:

• info@supergel.om
• +968 90620008 / 79343000

We maintain multiple communication channels to ensure accessibility and prompt response to all customer inquiries. Our multilingual staff is trained to provide professional assistance in both Arabic and English.

7. Governing Law

This policy is governed by and construed in accordance with the laws of the Sultanate of Oman, with consideration for GCC trade agreements and consumer protection laws. Any disputes shall be subject to the exclusive jurisdiction of the Omani courts. We maintain strict compliance with all relevant local and regional regulations to ensure the highest standards of consumer protection and business ethics.

Note: AL Dhifani Trading and Investment Co. reserves the right to modify these policies at any time. It is the customer's responsibility to review current policies before making claims or returns. This policy complies with Omani Consumer Protection Law and relevant GCC consumer protection regulations. We are committed to maintaining transparency in our policies while ensuring they remain current with evolving business practices and regulatory requirements.