Effective Date: [DD/MM/YYYY]
Last Updated: [DD/MM/YYYY]
Legal Business Name: [Insert registered legal name]
Commercial Registration No.: [Insert CR number]
Registered Address: [Insert Qatar address]
Customer Service: [+974 7772 2828] | [support@sharwa-store.com]
Website/App: www.sharwa-stores.com
1. PURPOSE OF THIS REFUND POLICY
This Refund Policy explains how Sharwa Store handles approved refunds for purchases made through our website, mobile application, or other official online sales channels.
This Policy applies to refund requests relating to eligible products and transactions. It should be read together with Sharwa Store’s Terms & Conditions and Returns Policy.
Nothing in this Policy is intended to remove, restrict, or waive any mandatory consumer right or remedy available under the laws of the State of Qatar.
2. QATAR CONSUMER PROTECTION REQUIREMENTS
Sharwa Store will comply with applicable Qatar consumer-protection requirements.
Under Qatar Law No. 8 of 2008 on Consumer Protection, where a commodity is defective or does not conform to prescribed specifications, the supplier is required to provide an applicable remedy, including refund, exchange, or repair without charge, subject to the law and applicable circumstances. The law also requires suppliers to include provisions concerning the return of goods after a defect is discovered.
Accordingly, Sharwa Store’s inspection process is intended to verify the condition of the returned product and the reason for the refund request; it is not intended to exclude a statutory consumer remedy.
3. REFUND ELIGIBILITY
A refund may be considered where the product or transaction qualifies for a refund under applicable law or Sharwa Store’s published policies.
Examples may include:
• a product confirmed to be defective;
• a product that does not conform to its advertised or agreed specifications;
• an incorrect product supplied by Sharwa Store;
• an approved cancellation or return;
• an order or product that Sharwa Store is legally required to refund; or
• another circumstance expressly approved under Sharwa Store’s applicable policies.
Refunds are subject to verification of the returned product and the applicable legal and policy requirements.
4. REFUND REQUEST PERIOD
Customers should submit a refund request as soon as possible after receiving the product and within the applicable return/refund period communicated by Sharwa Store.
Once an eligible refund request and the returned product have been received, Sharwa Store will aim to complete its inspection and refund process within a maximum of 7 days, subject to the circumstances of the case, payment-provider processing, and any mandatory legal requirements.
The 7-day period refers to Sharwa Store’s refund-processing target after the required return information and product have been received and the inspection can be completed. Bank or payment-provider processing times may be outside Sharwa Store’s control.
5. REQUIRED ITEMS FOR A REFUND REQUEST
To request a refund, the customer must, where applicable, return the product together with the original Sharwa Store packaging and identifying materials.
The following should be attached or included with the returned product:
• Sharwa Store packaging;
• Sharwa Store labels;
• Sharwa Store stickers;
• original invoice/bill or other proof of purchase;
• product tags or identifying labels, where applicable;
• accessories, parts, manuals, gifts, or other items supplied with the product; and
• any other material originally supplied with the order.
Customers should not remove, damage, replace, or discard the original Sharwa Store labels, stickers, packaging, or invoice if they may wish to request a refund.
Where the product is defective or non-conforming, Sharwa Store will apply the consumer remedies required by applicable Qatar law even where the circumstances require a different assessment of packaging or related materials. Mandatory statutory rights will prevail.
6. PRODUCT INSPECTION
All returned products will be inspected by Sharwa Store before a refund is approved.
The inspection may consider:
• whether the product is the same product originally supplied;
• whether the product has been used;
• whether there are signs of damage, misuse, alteration, washing, modification, or improper handling;
• whether the product has been damaged after delivery;
• whether accessories and components are present;
• whether Sharwa Store packaging, labels, stickers, tags, and other identifying materials are present where required;
• whether the reported defect or issue is genuine and consistent with the customer’s complaint; and
• whether the issue appears to result from a manufacturing/product defect or from customer handling or use.
The purpose of the inspection is to establish the condition and cause of the reported issue.
7. CUSTOMER-CAUSED DAMAGE OR MISUSE
A refund request may be declined where inspection reasonably establishes that the claimed issue was caused by the customer, including damage resulting from misuse, improper handling, accidental damage, alteration, modification, incorrect installation or use, or failure to follow applicable product instructions, except where applicable law provides otherwise.
Sharwa Store will not treat a genuine manufacturing defect or legally protected consumer remedy as customer-caused merely because the product has been inspected.
The final assessment will be based on the condition of the product, available evidence, the customer’s explanation, the product’s characteristics, and applicable Qatar law.
8. FINAL INSPECTION DECISION
After the returned product has been inspected, Sharwa Store will determine whether the refund request qualifies for approval based on the applicable policy, the condition and cause of the issue, and applicable law.
Sharwa Store’s inspection decision will be communicated to the customer.
Where the inspection establishes that the product is defective, non-conforming, or otherwise qualifies for a refund under applicable law, Sharwa Store will provide the applicable statutory or contractual remedy.
Where the inspection establishes that the issue was caused by the customer or that the request does not meet the applicable requirements, the refund may be declined, subject always to mandatory consumer rights under Qatar law.
9. REFUND AMOUNT
For an approved refund, Sharwa Store will refund the amount required under the applicable law and circumstances.
Where a refund is approved for a qualifying defective or non-conforming product, Sharwa Store will not use this Policy to deduct an amount that applicable law requires the supplier to refund.
For refunds arising from a voluntary cancellation, change of mind, or other situation where a refund is not a mandatory statutory remedy, applicable delivery, payment, processing, or other charges may be treated according to the terms disclosed to the customer before or at the time of purchase, subject to applicable law.
10. BANK, PAYMENT GATEWAY AND TRANSACTION CHARGES
Where a refund is processed through a bank, card issuer, payment gateway, payment processor, or other financial service provider, transaction or processing charges may apply.
Where such charges are legally and contractually permitted to be passed to the customer, Sharwa Store may deduct the applicable non-recoverable bank, payment-gateway, card-processing, or transaction charges from the refund amount.
Any deduction will be disclosed or applied in accordance with applicable law and the terms applicable to the transaction.
Sharwa Store will not deduct bank, payment-gateway, or other charges where doing so would unlawfully reduce a mandatory consumer refund or remedy required under Qatar law.
11. REFUND METHOD
Where reasonably practicable, approved refunds will be made using the original payment method used for the purchase.
For example, a payment made by card may be refunded through the relevant card/payment-processing channel.
For cash-on-delivery or other payment methods, Sharwa Store may use an appropriate refund method and may request the information reasonably necessary to complete the refund securely.
The actual time for funds to appear in the customer’s account may depend on the bank, card issuer, payment gateway, or other financial institution.
12. REFUND PROCESSING TIME
Sharwa Store aims to process an approved refund within a maximum of 7 days after:
1. the refund request has been properly submitted;
2. the returned product has been received where a physical return is required;
3. the required invoice/bill and identifying materials have been provided; and
4. Sharwa Store has completed the necessary inspection and approved the refund.
The customer’s bank or payment provider may require additional time to credit the refunded amount after Sharwa Store initiates the refund.
13. PARTIAL REFUNDS
Where only part of an order qualifies for a refund, Sharwa Store may issue a refund for the affected product or portion of the order in accordance with applicable law.
Any applicable lawful charges or adjustments will be communicated or calculated according to the circumstances of the transaction.
14. PROMOTIONS, DISCOUNTS AND VOUCHERS
Where a returned product was purchased using a discount, promotion, voucher, coupon, bundle offer, or other special offer, the refund will be calculated in accordance with the applicable promotion terms and applicable law.
If a promotional condition requires multiple products to be purchased together, the treatment of a partial return may depend on the terms of that promotion.
Any refund calculation will remain subject to mandatory consumer rights.
15. ITEMS THAT MAY HAVE SPECIAL RETURN CONDITIONS
Certain products may be subject to special return or refund requirements because of their nature, including products that are personalised, made to order, perishable, hygiene-sensitive, opened or used, or otherwise subject to lawful restrictions.
Any such restriction will be communicated to customers where applicable and will not override mandatory statutory rights.
16. HOW TO REQUEST A REFUND
To request a refund, contact Sharwa Store through the official customer-service channel and provide:
• order number;
• customer name and contact number;
• product name;
• reason for the refund;
• photographs or other evidence where requested;
• invoice/bill or proof of purchase; and
• any other information reasonably required to assess the request.
The product should be returned in accordance with Sharwa Store’s instructions.
Customers should keep the product, packaging, labels, stickers, bill/invoice, tags, accessories, and other supplied materials until the refund request has been fully resolved.
17. REFUND REQUESTS WITHOUT REQUIRED DOCUMENTS OR MATERIALS
If the customer does not provide the invoice/bill, product identification, Sharwa Store labels, stickers, packaging, or other required materials, Sharwa Store may request additional evidence before processing the request.
Failure to provide such materials may affect the ability to verify the purchase or condition of the product. However, Sharwa Store will not use this requirement to unlawfully deny a mandatory statutory consumer remedy.
18. FRAUDULENT OR ABUSIVE REFUND REQUESTS
Sharwa Store reserves the right to investigate refund requests that appear fraudulent, dishonest, repeated without legitimate grounds, or otherwise abusive.
Where there is reasonable evidence of fraud or misuse, Sharwa Store may reject the request or take other lawful action.
This does not affect legitimate statutory consumer rights.
19. CUSTOMER RESPONSIBILITY DURING RETURN
Customers are responsible for taking reasonable care of products while they are in their possession and before they are returned.
Products should be safely packed and returned using the instructions provided by Sharwa Store.
Customers should not intentionally alter, damage, misuse, or remove identifying information from products submitted for refund inspection.
20. COMPLAINTS REGARDING A REFUND DECISION
If a refund request is declined, the customer may contact Sharwa Store customer service and request clarification or submit additional relevant information.
Sharwa Store will review the complaint in accordance with its customer-service procedures and applicable law.
Nothing in this Policy prevents a customer from exercising rights available under Qatar consumer-protection law or contacting a competent authority where permitted by law.
21. IMPORTANT LEGAL PROTECTION
Sharwa Store’s inspection process and refund conditions are intended to manage ordinary refund requests and protect against misuse. They do not remove mandatory consumer protections.
Under Qatar Law No. 8 of 2008, where a commodity is defective or does not conform to prescribed specifications, the supplier must provide an applicable remedy, including refund, exchange, or repair without charge.
The Executive Bylaw also recognises the consumer’s choice among repair, replacement, or return/refund for defective goods, subject to the nature of the product, defect, and period of use, and contains additional requirements where repair or replacement takes more than 15 days.
Accordingly, this Policy must always be interpreted consistently with mandatory Qatar law.
22. CONTACT INFORMATION
Sharwa Store
Legal Business Name: [Insert]
Commercial Registration No.: [Insert]
Address: [Insert Qatar address]
Telephone: [Insert]
Email: [Insert]
Website/App: [Insert]
Customer Service Hours: [Insert]
23. POLICY UPDATES
Sharwa Store may update this Refund Policy from time to time to reflect changes in its business procedures, payment methods, products, or applicable legal requirements.
The latest version will be published on the Platform with its effective date or last-updated date.
24. LEGAL REVIEW NOTICE
This is a Qatar-focused business draft and should be reviewed by a lawyer qualified to advise on Qatari law before publication.
In particular, Sharwa Store should confirm the final refund periods, payment-provider charges, product-specific exclusions, return logistics, inspection procedures, and any sector-specific requirements applicable to the products it sells.
Nothing in this Policy is intended to contract out of a mandatory consumer right under the laws of the State of Qatar.
