REFUND & EXCHANGE POLICY

Last Updated: 21 September 2026

Klshay Smart Trading wants customers to shop with confidence. This Refund & Exchange Policy applies to purchases made through klshay.qa within the State of Qatar.

Nothing in this policy limits any mandatory consumer rights available under applicable laws of the State of Qatar.

1. Return Period

Customers may request a return within 3 calendar days from the date of delivery, subject to the eligibility requirements below.

For a change-of-mind return, the product must remain unused, undamaged and in its original saleable condition.

2. Exchange Period

Eligible products may be requested for exchange within 7 calendar days from the date of delivery.

All exchange requests are subject to product eligibility, inspection and stock availability.

3. Conditions for Returns and Exchanges

Unless the product is defective or applicable law requires otherwise, the following conditions must be met:

• • The product must be unused.
  • The product must not have been damaged after delivery.
  • Original packaging must be preserved.
  • Original tags, seals and labels must remain intact where applicable.
  • All accessories, manuals and components must be included.
  • Any free gifts or promotional items supplied with the product must be returned.
  • Proof of purchase or Klshay order number must be provided.
  • The product must be returned within the applicable return or exchange period.

Klshay reserves the right to inspect returned products before approving a return or exchange.

4. Change-of-Mind Returns

A customer may request a return because of a change of mind within the stated 3-day return period, provided that the item qualifies for return and remains unused and in its original condition.

For an eligible change-of-mind return, the customer will bear the applicable return/delivery cost.

Original delivery charges may be non-refundable for change-of-mind returns unless otherwise required by law.

5. Defective, Damaged, Incorrect or Incomplete Products

Customers are encouraged to inspect their products immediately after delivery and report any visible damage, incorrect item, missing component or initial functional problem within 3 days of delivery.

Where a product is confirmed to have been:

• • Delivered incorrectly by Klshay
  • Damaged before or during delivery
  • Defective
  • Missing an advertised component
  • Materially different from the product ordered

Klshay will normally arrange a replacement, subject to product availability and applicable law.

Where Klshay delivered the wrong product or the problem is attributable to Klshay, the customer will not be charged the reasonable return or replacement delivery cost.

If replacement is unavailable, Klshay will provide an appropriate remedy in accordance with applicable Qatar consumer protection requirements.

6. Three-Day Product Checking Period

Customers should inspect and test applicable products within 3 days after delivery to identify initial defects, damage or delivery-related problems.

This checking period does not cancel or replace:

• • Any applicable manufacturer warranty
  • Any mandatory warranty
  • Any statutory consumer rights provided under Qatar law

7. Non-Returnable Products

For health, hygiene, safety, licensing or product-integrity reasons, certain items may not qualify for change-of-mind return or exchange once opened, used or unsealed.

These may include:

• • Opened cosmetics
  • Personal-care products
  • Hygiene products
  • Consumable products
  • Software or activated digital products
  • Customized or personalized items
  • Clearance or items expressly marked “Final Sale”
  • Opened sealed electronics where the original security seal has been broken
  • Products that cannot reasonably be resold for hygiene or safety reasons

These exclusions do not apply where the product is defective, incorrectly supplied, non-conforming, or where return or another remedy is required under applicable Qatar law.

8. Exchange Process

Approved exchanges are subject to stock availability.

If the requested replacement product has a different price:

• • The customer may be required to pay the difference where the replacement is more expensive.
  • Where applicable, a difference in favour of the customer will be handled according to the original payment method or another legally permitted method.

9. Refund Method

Approved refunds will normally be issued through the same payment method originally used for the purchase.

Klshay does not normally issue cash refunds for purchases completed through online payment methods.

10. Refund Processing Time

Once a refund has been approved and submitted by Klshay, it will normally appear within approximately 7–14 business days.

The actual time may vary depending on:

• • The issuing bank
  • Card network
  • Payment gateway
  • Customer’s financial institution

Processing time after Klshay releases the refund is outside Klshay’s direct control.

11. Manufacturer Warranty

Products covered by a warranty are subject to the relevant manufacturer’s warranty terms and conditions.

Warranty duration may vary according to the product, brand and manufacturer and may be shown on the relevant product page, packaging or warranty documentation.

Manufacturer warranties generally do not cover damage resulting from:

• • Misuse
  • Accidental damage
  • Liquid damage unless specifically covered
  • Improper installation
  • Failure to follow instructions
  • Unauthorized repair or modification
  • Normal wear and tear

Manufacturer warranty conditions do not limit any mandatory rights available under Qatar law.

12. Order Cancellation

Orders may be cancelled before dispatch.

Once an order has been dispatched, cancellation may no longer be possible and the applicable return rules will apply.

13. How to Request a Return or Exchange

Contact Klshay Customer Support and provide:

• • Order number
  • Customer name and contact number
  • Product involved
  • Reason for the return or exchange
  • Photos or videos where relevant to a defect or damage claim

Contact:

Email: support@klshay.qa
Phone / WhatsApp: +974 7000 6015