SHILA Beauty follows the Omani Consumer Protection Law and its Executive Regulation. Nothing in this policy limits your legal rights.

1. Defective, damaged or wrong items

If you receive an item that is defective, damaged, expired, not as described, or not what you ordered:

You may exchange it within 15 days of receiving it.
You may return it for a refund (or repair where possible) if the defect appears within the warranty period, which is at least three months for cosmetics and perfumes.
We pay all shipping and exchange costs.
Proof of purchase (order number or invoice) is needed, and the defect must not result from misuse or poor storage.

Telling us as soon as possible, with photos of the item and box, helps us; it does not shorten your legal period.

2. Change of mind (item in perfect condition)

You may return or exchange an item in perfect condition within 15 days of receiving it.
It must be unopened and unused, with its original seal and packaging, and with any free gifts that came with it.
For hygiene reasons we cannot resell items whose seal has been opened, so opened items cannot be returned for a change of mind. This does not affect your rights if the item is defective.
Return shipping for items in perfect condition is paid by the customer; we refund the full product price after inspection.

3. Cancelling an order

You can cancel free of charge before the order is handed to the courier. If delivery is seriously later than the agreed date, you may cancel and get a full refund.

4. How to ask

Message us on WhatsApp +968 7720 0544 or e-mail care@shilashop.com with your order number and the reason, plus photos if there is a defect.
We confirm and arrange collection through the courier.
After we receive and check the item, we send the replacement or refund you.

5. Refunds

Card payments: refunded to the same card within 7 working days of inspection; your bank may take longer to show it.
Cash on delivery: refunded by bank transfer within 7 working days of inspection.
For defective or wrong items we also refund any delivery fee you paid for them.

6. Contact

SHILA Beauty — care@shilashop.com