Return Policy

At KraftSouq, operated by Unified Systems, we are committed to ensuring a fair and transparent experience for both customers and artisans. This Return Policy outlines the conditions under which returns, refunds, and exchanges are accepted on our platform.

All transactions on KraftSouq are processed through Thawani Pay, Oman's trusted payment gateway. Refunds, where applicable, are issued back to the original payment method in accordance with Thawani Pay's refund procedures.

A return or refund request may be eligible under the following conditions:

• The item received is significantly different from its description on the platform.
• The item arrived damaged or defective due to shipping or handling.
• The order was not delivered within the agreed timeframe and no resolution was reached with the artisan.
• A duplicate charge was made for the same order.

Return requests must be submitted within 7 calendar days of receiving the order. Requests submitted after this window may not be eligible for a refund.

The following items and services are generally not eligible for return or refund:

• Custom-made or personalised items crafted specifically to the customer's specifications.
• Digital products or downloadable content once accessed or downloaded.
• Services that have already been fully rendered or completed.
• Items that have been used, altered, or damaged by the customer after delivery.
• Perishable goods or items with a limited shelf life.

If you are unsure whether your item qualifies, please contact our support team before initiating a return.

To initiate a return or refund request, follow these steps:

1. Contact the Artisan First: Use the KraftSouq messaging system to notify the artisan of the issue. Many disputes can be resolved directly and quickly.
2. Submit a Dispute: If the issue is not resolved within 48 hours, submit a formal dispute through your KraftSouq account dashboard under "My Orders" → "Raise a Dispute".
3. Provide Evidence: Upload clear photographs of the item, a description of the issue, and any relevant communication with the artisan.
4. KraftSouq Review: Our team will review the dispute within 3–5 business days and communicate the outcome via email.

Approved refunds are processed through Thawani Pay and credited back to the original payment method. Please allow the following timeframes:

• Credit/Debit Cards (Visa, Mastercard): 5–10 business days after approval.
• Thawani Pay Wallet: 1–3 business days after approval.
• Bank Transfers: 7–14 business days after approval, depending on your bank.

KraftSouq does not charge any fee for processing approved refunds. However, any original payment processing fees charged by Thawani Pay may not be refundable.

KraftSouq does not facilitate direct exchanges between customers and artisans through the platform. If you wish to exchange an item, you must:

• Request a refund for the original order (subject to eligibility above).
• Place a new order for the desired item or variation.

Artisans may, at their own discretion, offer exchanges directly. Any such arrangement is between the customer and the artisan and must be agreed upon in writing via the KraftSouq messaging system.

Artisans listed on KraftSouq are required to:

• Accurately describe all products and services, including materials, dimensions, and delivery timelines.
• Respond to customer return or dispute requests within 48 hours.
• Cooperate fully with KraftSouq's dispute resolution process.
• Honour approved refunds as determined by KraftSouq's review team.

Failure to comply with these obligations may result in account suspension or removal from the platform.

KraftSouq acts as a neutral mediator in disputes between customers and artisans. Our decisions are based on the evidence provided by both parties and are final within the platform's dispute resolution framework.

If you are dissatisfied with the outcome of a dispute, you may escalate the matter to Thawani Pay's chargeback process or seek resolution through the relevant consumer protection authorities in the Sultanate of Oman.

This Return Policy is governed by the laws of the Sultanate of Oman. Any disputes arising from this policy shall be subject to the exclusive jurisdiction of the courts of Oman.

For questions or concerns regarding this policy, please contact us at support@kraftsouq.com.