Refund and Returns Policy

For quick, accurate delivery, follow these tips when filling in your address: Make sure your billing address and phone number match what your credit/debit card company has on file, if you are using credit/debit card for purchase. Enter your full first and last name in the delivery address.

Inside Doha Delivery Charges 25 QAR & Outside Doha Delivery Charges as per the Distance as well as the estimated date of arrival. All deliveries are subject to stock availability. The free shipping offer does not apply to:

• Some large items that require Scheduled Delivery
• Items or locations that require special permission for access

I. EXCHANGE/RETURNS POLICY FOR SUPERMARKET DEPARTMENT

Sections in the department:

•        Beverages – Cold, Juice, Drinks (long life)
•        Water, Sugar
•        Pet Care
•        Grocery – Food
•        Grocery – Non-food
•        Health and Beauty
•        Chilled and Dairy
•        Roastery

1 .Merchandise returned inside 14 days will be traded for things of a similar worth, given that the products returned have not been utilized at all and are not opened with unique POS receipt.

2.If the client wouldn’t like to utilize the item for any reasons, carries a receipt and have not been utilized,at that point the equivalent could be traded or a credit note could be given if the client demands.

3 If an item is damaged (to be checked  dependent on T&Cs imprinted on warranty card), Safari will initially attempt to fix it. On the off chance that it isn’t repairable, at that point the item will be exchanged for a similar worth.

4 For the items that can’t be fixed or exchanged (to be checked dependent on T&Cs imprinted on warranty card), a exchange voucher/credit note will be given. Separate store the board maintains whatever authority is needed to take choices on refund. Refund is just endless supply of store the board concerned.

5 For the product that cannot be repaired or exchanged, an exchange voucher / credit note will be issued. Cash Refund is subject to store management approval.

II EXCLUSION FROM EXCHANGE/RETURN:

1 Due to hygienic reasons, no exchange, return or refund will be offered on lingerie, cosmetics, perfumes, and personal grooming products,like shavers, trimmers, and epilators once purchased.

2 For frozen foods, chilled and dairy products on which temperature inconsistencies can happen, we do not provide any exchange, return and refund once sold and taken out from the store (be the case of a purchase made on the same day with the limited time as well temperature).

3   Products damaged while being used do not qualify for repair, exchange or refund, in reference to physical damage.

III EXCHANGE/RETURNS POLICY – FRESH FOOD DEPARTMENT

Sections in the department:

•        Frozen food
•        Fruits and vegetable
•        Bakery
•        Delicatessen
•        In-house kitchen (ready-to-eat food)
•        Meat
•        Fish

1    As a rule, there is no exchange and return on fresh food items once sold and taken out from the store.

2    On perishables, there is no exchange and refund.

3   If the customer has purchased a wrong productand is returning the same immediately after the purchase, an exchange note could be considered. If in accordance with clause 17.2

4    If the product is not of the quality expected, the same can be returned within the same day of purchase and an exchange note could be issued. Exchange could be considered, as long as it is supported by the original receipt or invoice

Items are returnable if you’ve received them in a condition that is physically damaged, has missing parts or accessories, defective or different from its description on the product detail page on baqala.qa. Once we receive your return or the seller notifies us of receipt of return, as the case may be, a refund is issued to the original payment method (in case of pre-paid transactions) or to your bank account (in case of Pay on Delivery orders).

• Customer can claim for Refund for the purchased Product(s) within 3 days from the date of receiving the Product(s).
• After the 3 days of the delivery, Product(s) can only be refunded as per the Refund Policy.
• Physically damaged and/or missing Product(s) will only be considered if reported at the time of delivery.
• The Amount will be credited to your account within 5-7 bussiness days.
• Amount of the Return only covers the amount of Product(s) purchased.
• Shipping and payment processing charges are non-refundable.

• Customer can claim for Return for the purchased Product(s) within 3 days from the date of receiving the Product(s).
• After the 3 days of the delivery, Product(s) can only be repaired as per the Repair Policy.
• Physically damaged and/or missing Product(s) will only be considered if reported at the time of delivery.
• Amount of the Return only covers the amount of Product(s) purchased.
• Shipping and payment processing charges are non-refundable.
• If a coupon, discount, or special offer was part of the original order, the amount will be deducted as well.

• All returned items must be in new condition (AS SOLD CONDITION), in their original box, and must include all packing materials and all accessories.
• Goods must be complete, unused, and in ‘AS NEW’ condition as received. If the box has been opened, we cannot return the item.
• Include the invoice with the return. If the goods awe defective, please specify the defect, in a separate sheet of paper and attach it along with the invoice. Please DO NOT write or mark anywhere on the product’s factory packing (carton) or product itself.
• Goods must be returned to our Returns Department either by yourself or sent by a courier.
• Delivery charges for returning an item(s) are to be paid and are the responsibility of the customer.
• Once baqala.qa  received the products, it will be sent for inspection:
• If you return an item if seal is broken or if it is in non-sellable condition, then baqala.qa holds the right to reject or accept the return based on product condition.
• Send pre-authorized returns to the address mentioned in the contact us page. Refunds will be done only through the Original Mode of Payment.

If you find that there is a manufacturing fault with the product then please contact us and mention the complete details of the fault. If the product is Dead On Arrival (DOA) within the first 3 days after receiving delivery then we will arrange to collect the defective unit within 5 working days and arrange for a replacement where possible. Alternatively, you can drop the product off at our service center. In either case you will be asked for your original invoice and proof of ID. Replacements will only be given once the defective product has been checked and approved as a DOA item. If the product is outside of the DOA period, then you will be asked to drop the product off at our service center. We will take the appropriate action to either repair or replace the product depending on the nature of the problem.

Once an order is confirmed via email, baqala.qa not only reserves the physical product for you in the store/warehouse but also the price of that product at the time of the reservation. This means if the price goes up between the time your reservation is confirmed and the time you arrive at the store, you’ll still pay the price of the item when the reservation was confirmed. Please note: If the price of a product is being displayed incorrectly, we reserve the right to reject the sale at the incorrect price and process the sale using the correct price in accordance with our T & C. If you decide to cancel the order, please do so as soon as possible. You can cancel the order within 8 hours. Please notify us by email to info@baqala.qa. If you could let us know the reason for cancellation, we are happy to improve our service better. Refunds will be done only through the Original Mode of Payment