Refunds and returns

Last updated: October 30, 2026

This policy explains when we can accept a return, a cancellation or a claim, for our store products, our shipping and other services, and flights. Every refund is subject to review and approval.

1. Store products

You can return a product within 1 days of purchase, with your receipt or order number, if it is unused and in its original condition. Bring it to our store or contact us first.

These products cannot be returned or refunded:

• Food and other consumable (perishable or fungible) products.
• Packing supplies that have been used (boxes, bags, tape and similar).

An approved refund goes back to the payment method you used. Card refunds can take 5 to 10 business days to show on your statement, depending on your bank. Points earned with a returned purchase are taken back.

2. Shipping and other services

Services cannot be cancelled once paid. This includes shipments, documents and other procedures. Once a shipment has left our hands, it cannot be returned or refunded for a change of mind, a wrong choice of service or an address given by the customer.

Lost or undelivered packages

We only consider compensation when the package is lost or not delivered and its commercial value was declared when the shipment was prepared. We cover up to the commercial value you declared. If the value was not declared, or was declared incompletely or incorrectly, the coverage may be limited or void. Compensation is decided after we check the case and the documents we ask for.

Products damaged on delivery

• Report the damage at delivery or within 12 hours of receiving the package.
• We open a formal claim to review it.
• If it is approved, we arrange a replacement of the item, depending on availability and the conditions of the supplier or carrier.
• The product must not have been used. If it shows signs of use, we consider that the damage may have happened after delivery, and there is no replacement.
• Televisions are not covered (no replacement or compensation for damage).

Optional shipping protection

When available, you can ask our staff for optional shipping protection, at an extra cost, before the shipment is sent. Its terms and limits are explained to you before you buy it.

What is not covered

• Shipments already sent (general rule).
• Damage or missing items reported after the time limit.
• Products with signs of use, changes or handling after delivery.
• Televisions.
• Wrong information given by the customer (address, recipient, declared contents).
• Packing that did not follow the instructions we gave.
• Items held, charged or confiscated by customs or other authorities.

3. Flights

Each fare has its own rules, which we show you before you pay and which you accept when you book. Cancellations and changes are subject to extra charges or retention by the airline and by us.

• To ask for a cancellation, go to My trips → Request cancellation, or contact us.
• Every request is reviewed and approved by our staff according to the airline’s rules. If a refund applies, it is the amount left after those charges and retention.
• Baggage and airport fees are charged by the airline or the airport, not by us.
• Names must match each passport exactly; mistakes may cause charges or lead to the ticket being lost.

4. How to make a claim or request a refund

Contact us with your receipt, order or shipment number. For damage, send clear photos of the product and the packaging (a video of the opening if possible) and proof of the declared value. Without enough evidence we may not be able to approve the claim.

Phone: (941) 402-8674 · Email: info@aserexpress.om · WhatsApp

We may update this policy to reflect changes in our operations or the law. The version published on this site applies.