MUSCAT: A jewellery dispute in Muscat has concluded with a complete refund to the customer following the intervention of the Consumer Protection Authority (CPA). The case centered on discrepancies between the agreed specifications of custom-made gold jewellery and the items that were ultimately delivered. The consumer had commissioned a jewellery store specialising in gold, silver, and gemstones to create bespoke pieces, agreeing on specific measurements, engravings, and a total value of RO 6,615. An advance payment of RO 3,200 was made at the outset of the agreement, with the expectation that the final pieces would match the promised quality and design.
However, upon receipt of the finished jewellery, the consumer discovered that the gold’s carat rating and the engravings differed from the agreed-upon details. The deviation from the original specifications prompted the customer to lodge a complaint with the CPA, citing a breach of the agreement. This dissatisfaction not only raised concerns about quality assurance but also highlighted the importance of accountability in Oman’s jewellery sector, where craftsmanship and adherence to client specifications are paramount to maintaining trust.
Following the complaint, the CPA’s specialists conducted an investigation to verify the consumer’s claims. Their findings confirmed that the gold carat and engravings did not match the contract terms, thereby validating the consumer’s grievances. In accordance with applicable laws and regulations, the CPA promptly contacted the supplier and undertook necessary legal measures. These efforts resulted in a resolution that saw the customer reimbursed in full for the amount paid, ensuring that justice was delivered without further dispute or delay.
The CPA reiterated its ongoing commitment to protecting consumer rights in the Sultanate, stating that it will continue to follow up on such cases to ensure fair treatment for all. The Authority stressed the importance of businesses adhering strictly to agreements, particularly in industries like jewellery where quality and accuracy are central to customer satisfaction. This case serves as a reminder to both suppliers and consumers that clear agreements, transparent practices, and legal protections remain vital in maintaining a fair marketplace in Oman.
