Legal

Money Back Policy for NewiMetanic.com Qatar

Purpose of the Money Back Policy

The primary goals of the Money Back Policy at NewiMetanic.com are:

• To enhance customer confidence by ensuring that their purchases are protected.

• To hold vendors accountable for the quality and accuracy of their listings.

• To streamline dispute resolution between buyers and sellers.

• To comply with Qatari commercial laws relating to product returns and consumer rights.

• To provide a standardized approach to refunds and returns across all vendors on the platform.

Eligibility Criteria for Refunds

Customers are entitled to request refunds under specific circumstances. These criteria apply regardless of the vendor involved, as long as the product was purchased via NewiMetanic.com.

1. Product Defect or Damage

If a product is received in a damaged, defective, or unusable condition, customers are eligible for a full refund. This includes:

• Physical damage during shipping.

• Manufacturing defects.

• Malfunctioning electronics or appliances.

2. Incorrect Product Delivery

Buyers are entitled to a refund if:

• The wrong product was delivered.

• Product specifications (color, size, brand, etc.) do not match the description.

• Items differ substantially from photos or descriptions.

3. Unsatisfactory Quality

If the product is of poor quality or does not serve the intended function, a refund may be granted upon verification.

4. Change of Mind (Limited Circumstances)

Some products qualify for return due to buyer dissatisfaction (e.g., change of mind), provided the product is unused, unopened, and returned within the return window. This is subject to each vendor’s return conditions.

5. Price Discrepancy

In instances where the same product is found at a significantly lower price within a reasonable timeframe and location, buyers may be eligible for a partial refund to compensate the price difference.

Non-Refundable Products

Some items are not eligible for a refund. These include:

• Perishable goods: Food, beverages, or flowers that deteriorate quickly.

• Custom-made or personalized products: Items that have been tailored to specific instructions.

• Digital goods or software: Downloaded items are non-refundable unless they fail to work as intended.

• Health and hygiene products: Items such as cosmetics, undergarments, and skincare products, unless defective.

Return Timeframe

Buyers must initiate a return or refund request within 14 days of receiving the product, unless otherwise stated in the product listing. For defective or broken items, the request should be made immediately upon discovery, ideally within 72 hours of delivery.

Refund Process Overview

NewiMetanic.com follows a clear and structured refund process to ensure quick resolution and fairness for both buyers and sellers.

Step 1: Initiate a Request

Customers can initiate a return request by logging into their NewiMetanic.com account, selecting the relevant order, and choosing the “Return” or “Refund” option.

Step 2: Provide Evidence

Customers may be required to provide evidence such as:

• Photos or videos of the product condition.

• Written explanation of the issue.

• Original receipt or order confirmation.

Step 3: Product Pickup or Return Shipping

Depending on the nature of the item and the seller’s policy, one of the following applies:

• Courier arranged by NewiMetanic.com collects the item.

• Customer ships the product back using a trackable method.

Step 4: Vendor Review

The vendor reviews the request. If they reject it, NewiMetanic.com’s dispute resolution team will intervene.

Step 5: Refund Approval and Processing

Once approved, the refund will be processed within 5–10 working days and credited back to the original payment method (e.g., credit card, debit card, or wallet).

Exchange Policy

In addition to refunds, customers may request a product exchange under similar conditions:

• Product is damaged or defective.

• Wrong size, model, or color received.

• Buyer prefers a replacement rather than a refund.

The exchange process mirrors the refund process, though availability of the replacement item is subject to vendor stock.

Vendor Responsibilities

Vendors are crucial to the integrity of the Money Back Policy. All sellers on NewiMetanic.com are expected to:

• Accurately list product information to minimize disputes.

• Honor refunds and exchanges in line with the platform’s rules.

• Respond to return requests within 48 hours.

• Maintain a positive customer rating, which may be affected by frequent refund rejections.

• Cover return shipping costs in the case of incorrect or defective deliveries.

Dispute Resolution

If a buyer and vendor cannot agree on a refund or return, NewiMetanic.com’s support team will mediate. The process involves:

• Gathering documentation from both parties.

• Assessing whether the claim is valid under platform and Qatari regulations.

• Issuing a final decision, which is binding for both sides.

In cases of unresolved or escalated disputes, the matter can be referred to local consumer protection authorities, although this is rarely needed.

Customer Rights and Protections

Under both platform policy and Qatari law, all customers have the following rights when shopping on NewiMetanic.com:

• The right to a refund or exchange for faulty, misrepresented, or unsatisfactory products.

• The right to receive the refund through the original payment channel.

• The right to clear, upfront information on refund and return policies for every item.

• The right to timely processing of refunds without undue delay.

• The right to appeal or escalate disputes.

Buyer Responsibilities

To ensure a smooth refund process, buyers must:

• Carefully inspect items upon delivery.

• Report any issues promptly.

• Avoid using or damaging the item before returning.

• Retain original packaging when possible.

• Follow the return process through their account dashboard, rather than contacting vendors directly for unauthorized arrangements.

Refund Timelines

The standard timeline for refunds is as follows:

Delays may occur in peak seasons or for complex disputes, but NewiMetanic.com aims to resolve all refund cases within 15 days from initiation.

Special Considerations

Bulk Orders and B2B Transactions

Returns and refunds for business orders may have different conditions depending on agreements. Such transactions are subject to review by the business accounts team.

High-Value Items

Products above a certain value may require inspection by a third party before approval for refund or return.

Seasonal Sales and Promotions

Items purchased during promotional campaigns may only be refunded in store credit unless otherwise noted in the promotion terms.

Platform Commitment to Trust

NewiMetanic.com understands that trust is the cornerstone of e-commerce. Our money-back policy is not just a safety net—it’s a promise to every user that their satisfaction is our top priority. By aligning with national regulations and offering structured, fair procedures, the platform seeks to lead the way in customer service across Qatar’s growing online marketplace sector.

Summary

In summary, NewiMetanic.com’s Money Back Policy ensures that:

• Buyers are protected against fraud, error, and poor-quality products.

• Refunds and returns are processed transparently and fairly.

• Vendors are accountable and operate within regulated guidelines.

• The policy reflects both platform ethics and the legal framework of Qatar.

With clear rules, user-friendly processes, and dedicated customer support, NewiMetanic.com continues to provide a secure and reliable marketplace for all Qatar-based consumers and merchants.