Refund policy

Returns and Refund Policy

Last updated: [[LAST_UPDATED]]

We want you to be happy with your purchase from Qatar Mobile Market. This policy explains when you can return an item, how to request a return, and how refunds work. It applies to orders placed on our website.

This policy does not affect your rights under Qatari law, including the Consumer Protection Law (Law No. 8 of 2008) and the Electronic Commerce and Transactions Law (Decree-Law No. 16 of 2010).

1. Return window

You can request a return within [[RETURN_DAYS]] days from the date you receive your order, as long as the item meets the conditions below. Please contact us before sending anything back.

2. Pre-owned products

  • A pre-owned product can be returned within the return window if it is in the same condition as when we delivered it: no new scratches, dents, cracks or liquid damage, not opened or repaired by anyone else, and with everything that came with it, including the free cover and free charger.
  • Before you return a device, please back up your data, sign out of your Apple Account, turn off Find My (Activation Lock), erase the device and remove your SIM card. We cannot accept a device that is still linked to your Apple Account.
  • We record the serial number or IMEI and the condition of each pre-owned device before it leaves us, and we compare the returned device against this record.
  • If a pre-owned device does not match the description on its product page, for example the model or its condition, you can return it for a full refund, including the delivery fee.

3. Faulty, dead-on-arrival or wrong items

  • If an item does not work when it arrives (dead on arrival), develops a hardware fault during the return window, or is not what you ordered (wrong model or colour), contact us as soon as possible and within [[RETURN_DAYS]] days of delivery.
  • Send us your order number and photos or a short video showing the problem. We may first help you with simple checks, such as a restart or software update, and then inspect the item.
  • If we confirm the fault or the error, you can choose a replacement (subject to stock), a repair, or a full refund, including the delivery fee. We cover the cost of collecting the item.
  • Faults that appear after the return window are handled under the warranty: [[WARRANTY]]. See our Terms of Service. Your rights under Qatari consumer protection law also apply.
  • This does not cover damage that happens after delivery, such as drops, cracks, liquid damage, misuse, repairs by others or software modifications.

4. Items we cannot accept back

  • Items with damage that happened after delivery.
  • Devices that are still linked to your Apple Account or have Activation Lock turned on, until you remove them.
  • Change-of-mind returns that are missing the original box, accessories or documents.
  • Screen protectors that have been applied, unless they are faulty.

5. Free cover and free charger

  • The free cover and free charger that come with your device are part of the offer. If you return the device, please return the free items with it, in good condition.
  • If a free item is missing or damaged, we may deduct its standard selling price, as shown on our website, from your refund. We will tell you the amount before we process the refund.
  • Free items cannot be exchanged for cash. If a free item is faulty, we will replace it free of charge.

6. How to request a return

  • Step 1: Contact us on WhatsApp at +974 5513 7412 or by email at info@qatarmobilemarket.com within the return window. Include your order number, the item, the reason for the return and, for a faulty item, photos or a short video.
  • Step 2: We will confirm whether the return is accepted and arrange collection or tell you where to drop the item off.
  • Step 3: Pack the item securely with its box, accessories and free items.
  • Step 4: We inspect the item when we receive it and tell you the result by WhatsApp or email.

7. Return delivery costs

  • If the item is faulty, wrong or not as described, we pay the collection cost and refund your original delivery fee.
  • For other returns, we will tell you any collection cost before we arrange it, and the original delivery fee is not refunded, except where Qatari law gives you the right to cancel free of charge.

8. Refunds

  • Once we approve the return, we process the refund within 7 working days.
  • Online payments are refunded to the original payment method. Your bank or card issuer may take extra time to show the refund in your account.
  • Cash on delivery orders are refunded by bank transfer to an account in your name, or in cash if we agree this with you.
  • We refund the price you paid for the returned item. The delivery fee is refunded where section 7 says so. We only make deductions described in this policy, and we will tell you about them first.
  • If you prefer, you can exchange the item for another product instead of a refund, subject to stock. If the price is different, you pay or we refund the difference.

9. Cancelling an order

You can cancel an order free of charge before it is dispatched by contacting us on WhatsApp or by email. Under Qatari law, you may also cancel an order placed online within 3 days of placing it, as long as you have not used the product. Contact us and we will arrange this. Prepaid amounts for cancelled orders are refunded as described in section 8.

10. Contact us

Qatar Mobile Market is operated by [[LEGAL_NAME]], Commercial Registration No. [[CR_NUMBER]].