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Return & Exchange Policy


We want you to be happy with your purchase from Mothering. This policy explains your options for returning or exchanging a product bought through mothering.om — both the additional flexibility we choose to offer, and the rights guaranteed to you by Omani law. Nothing in this policy limits or reduces your statutory rights under the Consumer Protection Law (Royal Decree 66/2014) and its Executive Regulation (Ministerial Decision 77/2017); any term that attempts to do so is void under Article 20 of the Executive Regulation.

1. Change-of-Mind Returns (Our Store Policy)

In addition to your legal rights below, we allow you to return or exchange an item you simply changed your mind about, within 7 calendar days of the date of purchase, provided that:

  • The item is unused, unworn, and in its original condition, with all original tags, labels, and packaging intact;
  • You provide proof of purchase (order number or invoice); and
  • The item is not one of the excluded categories listed in Section 4 below.

For change-of-mind returns, you are responsible for arranging and paying the cost of returning the item to us, at the return address or drop-off locations listed in Section 3. Once we receive and inspect the item, we will process your refund as store credit or to your original payment method within 7 business days. This refund covers the price of the item only — any delivery charge and, for Cash on Delivery orders, the COD collection fee, already paid on the original order are non-refundable.

2. Defective or Non-Conforming Goods (Your Statutory Right)

Separately from the above, and in accordance with Article 16 of the Consumer Protection Law and Article 15 of its Executive Regulation, if a product you purchased from us proves to be defective, does not conform to standard specifications, or is unfit for the purpose it was bought for — through no fault of your own — you are entitled to:

  1. Request replacement with an identical item, within 15 days of receiving it; or
  2. Request return of the item and a full refund of its value (the price you paid for the item itself), or request repair, within the applicable warranty period (see our Warranty Policy — Electronic & Electrical Products for electronic/electrical items; other goods carry any warranty period agreed at purchase).

These statutory rights apply provided the defect did not result from misuse and you can show proof of purchase from us. If we cannot offer an identical replacement, you may choose to have the item repaired instead; if repair is attempted and fails on three occasions, you are entitled to a replacement or a refund, less a fair deduction for any use you had of the item, determined per the applicable rules of the Public Authority for Consumer Protection (PACP). As with change-of-mind returns, any refund under this right covers the item's price only; delivery charges and any COD collection fee already paid on the original order are non-refundable.

To process a replacement, refund, or repair under this statutory right, we must first receive the item back from you. You may arrange this yourself — by courier, by post, or by dropping the item off in person at one of our locations listed in Section 3 — and we do not charge you for that arrangement; any fee charged by a courier or postal provider you choose is a matter between you and that provider, not an additional cost imposed by us.

3. How to Request a Return, Exchange, or Repair
  • Contact us at sales@mothering.om or WhatsApp +968 76935536 with your order number, the reason for the return, and photos if the item is damaged or defective.
  • We will confirm whether your request qualifies under Section 1 or Section 2 above, and provide you with any further instructions, within 2 business days.
  • You may then send the item to us, or drop it off in person, at one of the following locations: Genacom Office — Head Office Branch (delivery/courier charges, where applicable, are payable by you; phone +968 76935536); or our Al Hail North, Muscat location — please message us on WhatsApp to request the exact address.
  • Please package the item securely, ideally in its original packaging, to prevent damage in transit.
  • Once we receive and inspect the returned item, we will process your refund, replacement, or repair within 7 business days, and notify you by email or WhatsApp.
4. Items Not Eligible for Change-of-Mind Return

For hygiene and safety reasons, the following items cannot be returned under the change-of-mind policy in Section 1 (unless they are defective, in which case Section 2 applies):

  • Breast pumps and feeding accessories that have been used or have come into contact with skin or liquids;
  • Opened or used cosmetics, skincare, or toiletries;
  • Worn or unpackaged undergarments and swimwear;
  • Pierced jewellery and earrings; and
  • Items explicitly marked as “Final Sale” at the time of purchase, and gift cards.
5. Refund Method

Refunds are issued to your original payment method wherever possible. For orders paid by Cash on Delivery, refunds are issued by bank transfer to the account details you provide us. In all cases, and as set out in Sections 1 and 2 above, refunds cover the price of the item only; delivery charges and any COD collection fee already paid are non-refundable.


This policy is designed to work alongside, and never to reduce, the rights guaranteed to you under the Consumer Protection Law and its Executive Regulation. If you believe your statutory rights have not been respected, you may raise the matter with Oman's Public Authority for Consumer Protection (PACP) at www.pacp.gov.om.