Return Policy

1. Introduction

1. Purpose: State the purpose of the policy: to outline the terms and conditions for returning products purchased on Diaperhouse.qa.
2. Important Disclaimer: This is the most critical part for a multi-vendor platform. Clearly state that Diaperhouse.qa is a marketplace, and the responsibility for handling returns, refunds, and exchanges lies with the individual vendor who sold the product. Our role is to provide a platform and a communication channel to facilitate this process.

2. General Return Conditions

1. Applicability: State that this general policy applies to all products unless a specific vendor's policy is more lenient or differs.
2. Timeframe: Specify the time window for a return request. According to Qatari consumer law, consumers have a "cooling-off period" for certain types of goods. A general policy of 7 days from the date of delivery is a reasonable and customer-friendly standard.
3. Product Condition: Explain that products must be returned in their original condition. This includes:
4. Unused, unopened, and sealed in their original packaging.
5. With all original tags and labels intact.
6. Accompanied by the original invoice or proof of purchase.
7. Non-Returnable Items: Clearly list items that cannot be returned for hygiene or other reasons. For a diaper website, this is essential.
8. Opened or used diapers and diaper packs.
9. Products that are not in their original packaging.
10. Any products where the seal has been broken.

3. Reasons for Return Categorize the acceptable reasons for a return to manage customer expectations.

1. Defective or Damaged Products:
2. Explain the process for reporting a product that is damaged upon arrival or is found to be defective.
3. The vendor is responsible for replacing the item or issuing a full refund, including any shipping costs.
4. Incorrect Product Delivered:
5. If the customer receives a product different from what they ordered (e.g., wrong brand, wrong size, wrong quantity).
6. The vendor is responsible for arranging the return of the incorrect item and sending the correct one.
7. Change of Mind (Applicable only if a Vendor allows it):
8. State that returns due to a "change of mind" are at the sole discretion of the vendor.
9. If a vendor accepts a "change of mind" return, the customer is typically responsible for the return shipping costs. The refund will be for the product's price only.

4. The Return Process Provide a step-by-step guide for customers to follow.

1. Initiate a Return Request: Instruct the customer to log into their Diaperhouse.qa account and initiate a return request for the specific order. Provide an alternative method like a customer service email or phone number.
2. Provide Information: Ask the customer to provide the order number, the reason for the return, and a clear photo or video of the product if it's damaged or incorrect.
3. Vendor Review: Explain that the return request will be submitted to the vendor for review and approval. This sets the expectation that the decision rests with the vendor, not you.
4. Wait for Instructions: Instruct the customer to wait for an email with instructions on how to return the product. This might include a return shipping label, a pickup schedule, or a drop-off location.
5. Shipping the Item: Advise the customer to carefully pack the item and follow the vendor's shipping instructions.

5. Refunds

1. Who Issues the Refund: State clearly that the refund will be processed by the vendor, and Diaperhouse.qa is not responsible for issuing the refund directly.
2. Timeline: Provide an estimated timeframe for the refund to be processed after the returned product has been received and inspected by the vendor (e.g., 5-10 business days).
3. Method: Explain that refunds will be issued to the original payment method.

6. Exchange Policy

1. General Rule: State that exchanges are at the discretion of the vendor and are subject to product availability.
2. Process: If a vendor agrees to an exchange, explain that it will be handled on a case-by-case basis.

7. Shipping Fees

1. Return Shipping: Define who pays for return shipping.
2. Vendor's fault (damaged, incorrect item): The vendor is responsible for all shipping costs.
3. Customer's fault (change of mind): The customer is responsible for return shipping.
4. Original Shipping Fees: Clarify if the original shipping fee is refundable. Usually, it is not, except when the entire order is returned due to a vendor's error.

8. Contact Information

1. Primary Contact: Provide your customer service contact information for any return-related questions.
2. Dispute Resolution: Mention that if a customer cannot resolve a return issue directly with a vendor, they can contact Diaperhouse.qa's customer service for assistance. This is a good practice to build trust and show your commitment to user satisfaction.