Returns policy
Most items can be returned within 7 days. Fresh, chilled and frozen goods are excluded for food-safety reasons — but if they arrive spoiled or wrong, you are always covered.
Last updated: 12 October 2026Your right to return
Under Oman's Consumer Protection Law you may return most goods within 7 days of receiving them, without giving a reason, provided the item is unused and in its original condition and packaging. Where our own policy is more generous than the law, the more generous term applies.
Some categories are excluded for hygiene and food-safety reasons — those are listed below and the exclusions are set by law and public health rules, not by us.
What can and cannot be returned
| Category | Returnable? | Conditions |
|---|---|---|
| Ambient groceries — rice, atta, sugar, oil, tinned goods | Yes, within 7 days | Sealed, unopened, undamaged packaging |
| Home care, cleaning, personal care | Yes, within 7 days | Sealed and unused |
| Fresh produce, meat, fish, bakery | No | Perishable — report problems on the day of delivery instead |
| Chilled dairy, laban, eggs | No | Cold chain cannot be verified once it leaves us |
| Frozen items | No | Cold chain cannot be verified once it leaves us |
| Opened or part-used items | No | Unless faulty, damaged or incorrectly supplied |
Perishables are never a dead end. They are excluded from ordinary change-of-mind returns, but if fresh, chilled or frozen goods arrive spoiled, damaged, short-dated or simply wrong, you are entitled to a full refund or replacement. Report it on the day of delivery with a photo.
Damaged, spoiled or incorrect items
This is separate from a change-of-mind return and your rights are stronger. If an item arrives damaged, spoiled, past or near its expiry date, or is not what you ordered:
- Report it within 48 hours of delivery — same day for anything chilled, fresh or frozen.
- Send a photo of the item and the packaging. This alone resolves most cases.
- Choose a replacement or a full refund, including any delivery charge you paid.
- You will not be asked to pay return shipping on a faulty or incorrect item.
For most low-value perishables we will not ask you to send anything back — a photo is enough, and we would rather you dispose of unsafe food than keep it for collection.
How to start a return
- 1. Open your order — in the app under Orders, or contact support with your order number.
- 2. Select the items and tell us the reason. Add a photo if the item is damaged or wrong.
- 3. We confirm the method — either a free collection from your address, or drop-off at any LULU store customer-service desk.
- 4. Keep the packaging until the return is approved.
Do not post items back to our registered address without arranging a return first — parcels arriving without a return reference cannot be matched to an order, which delays or blocks the refund.
Who pays for the return
| Reason for return | Return cost | Original delivery fee |
|---|---|---|
| Item damaged, spoiled, faulty or incorrect | We pay | Refunded |
| Order arrived late outside its window | We pay | Refunded |
| Changed your mind | OMR 1.534 collection fee | Not refunded |
Refunds and timing
Once we receive and check the return, the refund is issued to your original payment method. We cannot redirect a refund to a different card or account — that is a banking rule, not our preference.
| Payment method | Refund appears in |
|---|---|
| Benefit / credit / debit card | 3–7 working days |
| Apple Pay / digital wallet | 1–3 working days |
| Cash on delivery | Bank transfer or store credit |
| Store credit | Immediately once approved |
The clock starts when we approve the return, not when you post it. Your bank controls the last step, so a card refund can sit as "pending" on their side for a few days after we have released it.
Where a promotion applied to your order, the refund reflects what you actually paid. If returning an item takes your basket below a promotional threshold — for example free delivery over OMR 10.488 — the benefit is adjusted accordingly.
Cancelling before delivery
Cancelling before the order reaches Picking is free and refunded in full. See Shipping & delivery for the exact cut-off. After picking begins the order will be delivered, and you can then refuse it at the door or start a return.
If you are not satisfied
If a return or refund has not been handled properly, reply to your existing ticket and ask for it to be escalated — that keeps the history attached. If we still cannot resolve it, you may raise the matter with the Oman's Ministry of Industry and Commerce through its consumer protection channels.
Nothing in this policy limits your statutory rights under Omani consumer protection law.