New refund policy in Qatar

The following policy will be introduced by Ministry of Economy and Commerce in two weeks time. Looks like consumers will have more power than ever :)

If a shop claims that they are selling a product at the lowest market price and the consumer finds it being sold at another shop at a lower price, the owner of the first shop has to compensate the client for the price difference.

A supplier must replace a defective item with a functional one or refund the price to the consumer for expired food products or counterfeit car spares. The consumers are entitled to return and exchange products without having to prove that the goods are defective or overpriced.

Suppliers and traders should display a return and exchange policy in a prominent place at the front of the shop. The policy should be in Arabic (as well as other languages chosen by the merchant).

They should also post the exchange and return policy on the back of the invoice handed to consumers.

Traders must refrain from posting any documents or banner prohibiting the return or exchange of products.

If the item is delivered to consumers through home delivery service, it should be free of charge. Traders must provide a space for consumers to try products before making a purchase.

Traders must fully refund consumers the price of products as well as shipping and delivery fees in case consumers are entitled to a refund while taking into account the nature of the product, the defect and the timeframe during which the consumer used the product before discovering the defect.

The amount paid by consumers is refunded according to the method of payment (credit card, cheque, cash payment or ATM card). If the product was bought by credit card, the amount is refunded to the card used by the consumer to make the purchase. If the purchase was made by cheque, the consumer should be refunded either in cash or by cheque. If the purchase was made in cash or by ATM card, the refund should be made in cash.

The ministry has granted traders and suppliers two-week time to amend their return and exchange policies and to comply with the circular.

Circular explains when shops must return or exchange products

The ministry will then take action to ensure the compliance of shops.

The circular has defined under which circumstances the law explicitly compels shops to return or exchange products:

First: If the consumer finds that the product is defective or fails to meet the value or purpose of its intended use.

Second: The non-conformity of a product with standard specifications. For instance, a consumer buys an electrical device (iron, for example), that fails to conform to the standards issued by the Qatar General Organization for Standards and Metrology.

Third: When the item fails to meet the purpose for which it was bought.

For instance, when a consumer purchases an electronic device on the basis that it has multiple functions (a TV, mobile phone ...) and finds that some of these functions do not exist; Or when the trader fails to secure a trial/ changing room although the nature of the product requires consumers to try it before purchasing it.

The ministry has also outlined three other cases in which consumers are entitled to request a partial or full refund though these cases do not fall under the exchange and return policy as defined by the Consumer Protection law.

First: When the supplier advertises that it is selling a product at the lowest market price and the consumer finds that the same product is being sold at a lower price at another shop.

In this case, the shop should compensate the consumer for the price difference.

Second: When the dealer commits a violation such as selling consumers expired food or counterfeit car spare parts.

In this case, the consumer is entitled to exchange the defective product or request a full refund.

Third: If the consumer buys a product that doesn't comply with the terms of his agreement with the dealer.

For instance, if the delivered product is not the same as the item requested or is of a different colour than the colour mentioned on the package.

In this case, the consumer is entitled to exchange the product. If the product cannot be exchanged, the dealer has to refund the consumer.

The ministry has advised consumers to verify the return and exchange policy when making a purchase at a shop or online dealer and ask for an invoice to protect their right to exchange or return the product.

They have been advised to check the product is functional and that the size of the item is suitable before making a purchase and keep the product in its original condition to preserve their right to exchange or return the item.

They can also negotiate with shops any additional terms as part of the exchange and return policy and to document these terms on the invoice.

In case the consumer finds difficulty convincing the shop to comply with the terms of the return and exchange policy, he/ she can lodge a complaints with the competent authorities at the ministry through its various communication channels.

Source: Ministry of Economy and Commerce