Refund/ Return/ Exchange/ Cancellation Policy

ORDER CANCELLATION POLICY
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Cancellation Rights
Customers have the right to cancel any order before it has been dispatched from our warehouse. We want you to be completely satisfied with your purchase, so we make cancellation easy and hassle-free.

Cancellation Deadline
- Orders must be cancelled within 24 hours of order placement
- Orders placed after business hours will have until the next business day  to cancel
- Once your order has been dispatched from our warehouse, it cannot be cancelled but may be returned according to our Returns Policy below

How to Cancel Your Order
To cancel your order, please contact us immediately using any of these methods:
- Phone: 66043078 / 50146502
- WhatsApp: 66043078
- Email: info@dohansqatar.com
- Visit our Contact Us page

Please provide your order number to speed up the process.

Refund Upon Cancellation
If your cancellation is accepted, you will receive a full refund to your original payment method within 2-3 business days. Please note:
- Refunds to credit/debit cards may take an additional 3-5 business days for your bank to process
- Refunds to Link Payment will be processed to the same account used for purchase
- Cash on Delivery (COD) orders will be refunded upon return pickup

Qatari Law Requirement
As per Qatari Consumer Protection Law, if delivery is not made within 30 calendar days of your order placement, you are entitled to cancel the order and receive a full refund. Please contact us immediately if this occurs.

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RETURNS & EXCHANGES POLICY
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Return Policy
We have a 14-day return policy. You have Fourteen (14) days after receiving your item to request a return or exchange. Items must be returned within this timeframe to be eligible.

Return Eligibility
To be eligible for a return, your item must meet ALL of the following conditions:
- Item is in the same condition as received (unworn, unused, and not damaged)
- Original tags and labels are intact and attached
- Item is in original packaging or packaging that allows resale
- You have the receipt or proof of purchase (order confirmation email)
- Item was purchased directly from Dohans Qatar website

How to Request a Return
1. Contact us to initiate your return:
   - Phone: 66043078 / 50146502
   - WhatsApp: 66043078
   - Email: info@dohansqatar.com
   - Visit: Contact Us page

2. Provide your order number and reason for return
3. If your return is approved, we will send you:
   - Return shipping label (for Doha area)
   - Instructions on where and how to send your package
4. Package your item securely and send it back using the provided label
5. Items sent back without first requesting a return will not be accepted

Return Shipping
- For orders within Doha: Free return shipping label will be provided
- For orders outside Doha: Customers may arrange their own return shipping or contact us for options
- Ensure the package is well-protected and traceable

Inspection & Refund Processing

Once we receive your return:
1. We will inspect the item to verify it meets return conditions (usually 2-3 business days)
2. You will be notified via email/ Call/ WhatsApp about approval or rejection status
3. If approved, refund is automatically processed to your original payment method
4. Bank processing for credit/debit cards may take an additional 3-5 business days

Exceptions / Non-Returnable Items
The following items CANNOT be returned:
- Custom products or personalized items (special orders)
- Items showing signs of wear or use
- Opened or damaged packaging (unless damage is due to our shipping)
- Hazardous materials, flammable liquids, or gases
- Sale items marked as "Final Sale" or "Non-Returnable"
- Gift cards or digital products
- Items purchased more than 14 days ago

If you have questions about whether a specific item is returnable, please Contact Us before purchasing.

Exchanges
The easiest way to exchange an item for a different size, color, or model:
1. Initiate a return for the item you wish to exchange
2. Once your return is approved, place a separate order for the new item
3. Return your original item using the return shipping label provided

Note: We do not directly exchange items. Returns must be processed first, then a new purchase can be made. Shipping costs for the new item apply as normal.

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DAMAGES AND DEFECTS POLICY
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Damaged or Defective Items
If your item arrives damaged or defective, please:
1. Inspect your order immediately upon receipt
2. Contact us within 24 hours of receiving the damaged item with:
   - Order number
   - Photos of the damaged/defective item and packaging
   - Detailed description of the damage or defect
3. Do NOT open additional packaging or use the item if possible

Contact methods:
- Phone: 66043078 / 50146502
- WhatsApp: 66043078 (send photos via WhatsApp)
- Email: info@dohansqatar.com

Resolution for Damaged/Defective Items
Upon approval, we will provide one of the following solutions:
- Full refund to original payment method
- Replacement item sent at no charge
- Store credit for future purchases

We will typically resolve damaged item claims within 3-5 business days of receiving photos and details.

Wrong Item Received
If you received an incorrect item:
1. Contact Us immediately with your order number
2. Provide photos of the item received vs. your order confirmation
3. We will send you the correct item at no charge
4. You may be asked to return the incorrect item

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REFUNDS
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Refund Timeline

Once your return is approved:
- Refund is processed immediately to your original payment method
- Credit/Debit Cards: Allow 3-5 business days for your bank to post the credit
- Link Payment: Refund transfers to your registered account (1-2 business days)
- Cash on Delivery (COD): Refund given upon return pickup or via transfer

Note: Banks and payment processors control how long refunds take to appear in your account. We process all approved refunds within 24 hours.

Partial Refunds
Refunds may be reduced if:
- Item shows signs of use or wear
- Original packaging is damaged or missing
- Tags or labels have been removed or damaged
- Item does not meet return eligibility requirements

Full Refunds
Full refunds will be issued for:
- Cancelled orders (within 24 hours of order)
- Damaged or defective items
- Wrong items sent
- Items not received (within 30 days)

Refund Payment Methods
Refunds are processed to the original payment method used for purchase:
- Credit Card / Debit Card → Card account (3-5 business days)
- Link Payment → Registered Link account (1-2 business days)
- Cash on Delivery → Cash refund at pickup or bank transfer

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CONTACT US FOR RETURNS, EXCHANGES & CANCELLATIONS
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Our Return, Exchange & Cancellation Team is available to help:
- Phone: 66043078 / 50146502
- WhatsApp: 66043078
- Email: info@dohansqatar.com
- Website: www.dohansqatar.com
- Contact Us

Response Time: We respond to all inquiries within 24 business hours.
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IMPORTANT - PLEASE READ
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- All policies comply with Qatar Consumer Protection Law
- Prices and policies are subject to change without notice
- Dohans Trading reserves the right to refuse returns that don't meet specified conditions
- In case of disputes, the laws of Qatar apply
- For complaints or disputes that cannot be resolved, you may contact the relevant Qatar consumer protection authorities

Last Updated: December 2025