Last Updated: October 2026
At VITA, we are committed to providing our customers with quality products and a reliable shopping experience.
Returns, exchanges, and refunds are handled in accordance with this policy and the consumer rights provided under the applicable laws and regulations of the Sultanate of Oman.
1. Defective or Non-Conforming Products
If you receive a product that:
- Is defective;
- Is different from the product you ordered; or
- Does not conform to the advertised specifications or agreed purpose;
please contact us as soon as possible and provide your proof of purchase, together with clear photographs of the product and the issue where applicable.
In accordance with the applicable provisions of Oman’s Consumer Protection Law, a consumer may request the replacement of a defective product within 15 days from the date of receipt, subject to the conditions established by law, including that the defect was not caused by misuse.
Defective or non-conforming products will be handled in accordance with the remedies available under applicable Omani law, which may include replacement, return, refund, or another legally applicable remedy depending on the circumstances.
2. Incorrect Products
If VITA sends you a product different from the one you ordered, please contact us immediately.
Once the issue has been verified, we will arrange for the correct product to be provided or process the appropriate return or refund without charging you additional costs resulting from our error.
3. Products Damaged During Delivery
Please inspect your order upon receipt.
If a product arrives visibly damaged during delivery, please contact us as soon as possible and provide:
- Your order number.
- Clear photographs of the damaged product.
- Photographs of the external packaging, where possible.
- A brief description of the damage.
We will review the case and provide an appropriate solution in accordance with the circumstances and your applicable consumer rights.
4. Change of Mind
Due to the nature of the products sold by VITA, including supplements, nutritional products, and products whose safety and quality depend on proper sealing and storage, a change of mind does not automatically qualify a product for return or exchange, unless otherwise agreed by VITA or required by applicable law.
At its discretion, VITA may accept the return or exchange of a non-defective product provided that:
- The product has not been opened or used.
- The original packaging and safety seal remain completely intact.
- The product is in its original condition and suitable for resale.
- Valid proof of purchase is provided.
- The return has been approved by VITA in advance.
Nothing in these conditions limits any mandatory rights available to consumers under Omani law.
5. Opened or Used Products
For health, safety, and quality reasons, we generally cannot accept returns of products that:
- Have been opened or used.
- Have had their safety seal removed or broken.
- Have been improperly stored after delivery.
- Have been damaged as a result of misuse or improper handling.
This restriction does not apply where a defect or non-conformity gives the customer a legal right to return, replacement, refund, or another remedy.
6. Sale and Promotional Items
Purchasing a product during a promotion or sale does not affect your statutory consumer rights where the product is defective or non-conforming.
Returns requested solely because of a change of mind remain subject to this policy and any specific conditions clearly communicated as part of the relevant promotion.
7. Return Costs
Where a return results from a defective product, an incorrect product supplied by VITA, or another error attributable to VITA, the customer will not be charged additional costs arising from resolving the issue, subject to applicable law.
For discretionary returns accepted by VITA due solely to a change of mind, the customer may be responsible for the cost of returning the product. Any applicable return charges will be communicated before the return is processed.
8. Refunds
Once a returned product has been received, inspected, and approved for refund, the applicable refund will be processed using the original payment method where possible, or another agreed method where necessary.
The time required for the refunded amount to appear in your account may vary depending on your bank or payment service provider and may be outside VITA’s control.
9. Proof of Purchase
An order number, invoice, receipt, or other valid proof of purchase may be required before a return, exchange, or refund can be processed.
10. How to Request a Return or Exchange
To request a return or exchange, please contact us with your order number, the reason for your request, and supporting photographs where applicable:
VITA
Sultanate of Oman
Tel: +968 77461666
Email: Vita.oman@outlook.com
Please do not send any product back before contacting us and receiving return instructions.
11. Consumer Rights
Nothing in this policy is intended to exclude, restrict, or reduce any mandatory consumer right provided under the Consumer Protection Law of the Sultanate of Oman and its Executive Regulations.
Where any provision of this policy conflicts with a mandatory right granted under applicable Omani law, the applicable legal provisions shall prevail.
