Refund, Return & Exchange Policy

Last Updated: April 2026

1. Introduction

This Refund, Return & Exchange Policy (“Policy”) applies to all purchases made through NAUTIQA (“Platform”). NAUTIQA operates as an online marketplace facilitating transactions between customers and independent third-party sellers (“Vendors”). While products are listed and supplied by Vendors, all payments are processed by NAUTIQA.

This Policy is governed by the applicable laws and regulations of the State of Qatar, including consumer protection regulations.

2. Scope of Responsibility

NAUTIQA shall be responsible for:

• Processing customer payments
• Managing customer service and return requests
• Issuing refunds where applicable

Vendors shall be responsible for:

• Product quality, safety, and compliance with applicable laws
• Accuracy of product descriptions and specifications
• Order fulfillment, delivery, and warranty obligations

3. Consumer Rights

Nothing in this Policy limits or excludes the Customer’s rights under applicable consumer protection laws in Qatar. In case of conflict, applicable laws shall prevail.

4. Return Eligibility

Customers may request a return within 14 calendar days from the date of delivery, provided that:

• The product is defective, damaged, or not as described; or
• The product is unused, in original condition, and in its original packaging with all accessories

Proof of purchase is required for all return requests.

5. Non-Returnable Items

Returns may not be accepted in the following cases, unless the item is defective or incorrect:

• Products that have been used, altered, or damaged by the Customer
• Consumable or perishable goods
• Items clearly marked as “Non-Returnable” on the product page

6. Return Process

All return requests must be submitted through the NAUTIQA Platform.
NAUTIQA will review the request and coordinate with the Vendor. Customers may be required to provide supporting evidence (such as images).

Approved returns will be arranged via pickup or drop-off, as communicated.

7. Refunds

• Refunds will be processed only by NAUTIQA to the original method of payment
• Refunds will be initiated after inspection and approval of the returned product
• Refund processing time is typically 10 to 15 working days, subject to banking channels

In cases of defective, damaged, or incorrect items, customers will be entitled to a full refund in accordance with applicable laws.

8. Exchanges

Exchanges are subject to stock availability with the Vendor.
If a replacement is not available, a refund will be issued.

9. Vendor-Specific Terms

Certain products may be subject to additional Vendor-specific conditions, including:

• Manufacturer warranties
• Brand-specific policies
• Installation or service limitations

Such terms will be disclosed on the product page and shall apply alongside this Policy, provided they do not conflict with applicable laws.

10. Order Cancellation

Customers may cancel orders before shipment.
Once an order has been processed or shipped, cancellation may not be possible, and the return process must be followed.

11. Dispute Resolution

NAUTIQA will make reasonable efforts to resolve disputes between Customers and Vendors.
If a resolution cannot be reached, Customers may escalate complaints to the Consumer Protection Department.

12. Limitation of Liability

NAUTIQA acts as an intermediary marketplace and shall not be held liable for Vendor-related issues beyond its control, except as required under applicable laws of Qatar.

13. Amendments

NAUTIQA reserves the right to amend this Policy at any time. Updates will be effective upon publication on the Platform.