1. Overview
Nighsell is a marketplace platform in Oman that connects customers with vendors. Because each order is fulfilled directly by an independent vendor, refund eligibility is determined on a case-by-case basis and depends on several factors described below.
2. Refund Eligibility Factors
A refund request may be eligible if all of the following conditions are considered and met:
- Vendor acceptance — the vendor must accept the refund request. Vendors set their own return policies, and Nighsell will facilitate communication between the customer and the vendor. Refunds not agreed to by the vendor may not be processed except where required by law.
- Order status — refunds can only be considered for orders that have not yet been prepared or dispatched, or where the order was received in a condition materially different from what was described. Once an order has been delivered or collected, it is generally non-refundable unless otherwise agreed with the vendor.
- Product condition — for physical items, the product must be returned in its original, unused condition and original packaging (where applicable). Perishable goods, food items, and custom orders are typically non-refundable unless they arrive damaged or incorrect.
- Payment provider processing timelines — approved refunds are processed through Tap Payments. Once a refund is approved, it may take 5–14 business days for the amount to be returned to your original payment method, depending on your bank or card issuer. Nighsell has no control over your financial institution's processing time.
3. How to Request a Refund
- Contact us at support@nighsell.com within 48 hours of receiving your order.
- Include your order number, a description of the issue, and photos if the item is damaged or incorrect.
- Our team will contact the vendor on your behalf and communicate a resolution within 3 business days.
- If approved, the refund will be initiated via Tap Payments to your original payment method.
4. Non-Refundable Situations
- Orders where the customer provided an incorrect delivery address.
- Change-of-mind returns not accepted by the vendor.
- Perishable or food items once delivered (unless damaged or incorrect).
- Digital goods or services once delivered.
- Orders cancelled after preparation has begun.
5. Disputes
If you are not satisfied with the resolution, you may escalate your complaint to support@nighsell.com. Nighsell will review the case and make a final determination in line with these policies and applicable Omani consumer protection law.