Refund Policy

1. Introduction and General Disclaimer

1. Our Role as a Marketplace: State that Diaperhouse.qa is a platform connecting customers with independent third-party sellers ("Vendors"). We act as a facilitator, but the contract of sale and the responsibility for the product's quality, delivery, and returns rest solely with the Vendor.
2. Purpose: The purpose of this policy is to outline the procedures and conditions for returns and refunds, as required by the laws of the State of Qatar.
3. Vendor's Specific Policies: Advise customers that while this is a general policy, individual vendors may have their own, more specific return policies which they should review before purchase.

2. Your Rights as a Customer (Under Qatari Law)

Highlight the rights guaranteed by Qatari law to build trust and demonstrate compliance.

1. Right to Refund/Exchange for Defective Products: In accordance with Article 5 of Law No. (8) of 2008, a customer is entitled to a refund, exchange, or free repair if a product is found to be defective or does not conform to the agreed-upon specifications or the purpose for which it was purchased.
2. Right to Refund for Non-Conforming Products: If a product does not match its advertised description, labeling, or agreed-upon specifications, the customer has the right to return it.
3. Right to Return for "Change of Mind": While not explicitly required by law for all products, some Qatari businesses have adopted policies allowing returns for reasons like a customer "regretting the purchase" or "finding a cheaper product elsewhere." For hygiene products like diapers, this is generally not applicable if the product has been opened.
4. Non-Returnable Items: Clearly state that for hygiene and safety reasons, opened, unsealed, or used diaper packs cannot be returned or exchanged unless a manufacturing defect is present. This is a standard practice and is generally accepted under consumer protection laws for such goods.

3. The Return and Refund Process

Provide a simple, clear, step-by-step process for customers to follow.

1. Initiate a Return Request: The customer must log in to their account on Diaperhouse.qa and submit a return request for the specific order. They should provide the order number, a detailed reason for the return, and attach clear photos or videos of the product if it is damaged or incorrect.
2. Vendor Review: The return request will be submitted to the relevant vendor for their review and approval. This step reinforces that the vendor is the responsible party.
3. Return Instructions: Once the vendor approves the request, they will provide instructions on how to return the item. This may involve arranging a pickup or providing a shipping label.
4. Product Inspection: The vendor will inspect the returned product to ensure it meets the conditions for a return (e.g., unopened, original packaging).
5. Refund Processing: If the return is approved, the vendor will initiate the refund. You should state the refund will be processed to the customer's original payment method (e.g., credit card). Clarify that the refund timeline depends on the vendor's processing and the customer's bank.

4. Shipping and Refund Details

1. Return Shipping Costs: Specify who bears the cost of return shipping:
2. Vendor's Responsibility: If the return is due to a vendor error (e.g., defective, damaged, or incorrect product), the vendor must cover all return shipping fees and the original shipping fees.
3. Customer's Responsibility: If a return is accepted for a reason at the vendor's discretion (e.g., a "change of mind" for an unopened pack), the customer is responsible for the return shipping costs.
4. Refund Amount: State that the refund will cover the full price of the product and, if applicable, the original shipping fees, as required by Qatari law for defective or non-conforming items.

5. Customer Support and Dispute Resolution

1. Platform's Role: State that if a customer encounters difficulty resolving a return issue with a vendor, they can contact Diaperhouse.qa's customer support.
2. Mediation: Explain that your team will act as a mediator to help resolve the dispute between the customer and the vendor in a fair and timely manner.
3. Formal Complaint: Advise customers that they have the right to file a complaint with the Ministry of Commerce and Industry (MOCI) in Qatar if they believe their rights have been violated.