RETURN, EXCHANGE AND REFUND POLICY

Last Updated: 21 June 2026

This Return, Exchange and Refund Policy applies to products purchased through the Five Riyal website and delivered within the State of Qatar.

This Policy forms part of the terms governing purchases made from Five Riyal Trading W.L.L (“Five Riyal”, “we”, “us” or “our”).

Nothing in this Policy excludes, restricts or limits any mandatory rights or remedies available to consumers under the applicable laws and regulations of the State of Qatar. Where any provision of this Policy conflicts with a mandatory legal right, the applicable law shall prevail.

1. Voluntary 3-Day Change-of-Mind Returns

In addition to any mandatory rights available under Qatari law, Five Riyal offers customers a voluntary right to request the return of an eligible product within 3 calendar days from the date of delivery where the customer has simply changed their mind.

To qualify for a change-of-mind return, the product must:

• Be unused, unworn, unwashed and unaltered.
• Be in the same condition in which it was delivered.
• Be suitable for resale.
• Be returned in its original and undamaged packaging.
• Include all original labels, tags, accessories, manuals, parts and promotional items.
• Be accompanied by the order number, receipt or other reasonable proof of purchase.
• Not be included within the non-returnable categories stated in this Policy.

Five Riyal may inspect the returned product before approving a voluntary change-of-mind return.

Five Riyal may decline a voluntary return where the product does not meet the above conditions. This does not affect the customer’s mandatory legal rights where the product is defective, damaged, unsafe, incorrectly supplied or does not conform to its description or applicable specifications.

2. Electronic Order Cancellation Rights

Customers may request cancellation of an order before it has been dispatched by contacting Five Riyal as soon as possible.

We will make reasonable efforts to cancel an order before dispatch. However, cancellation cannot be guaranteed once the order has been prepared, handed to the delivery provider or dispatched.

Nothing in this Policy limits any right the customer may have to rescind or terminate an electronic contract under the applicable Electronic Transactions and Commerce Law of the State of Qatar.

Where such a statutory right applies, it remains subject to the conditions, time limits and exceptions prescribed by applicable law, including whether the order has been fully performed and whether the customer has used or benefited from the product.

3. How to Request a Return, Exchange or Refund

To submit a request, please contact:

Email: info@fiveriyal.com

The request should include, where available:

• The customer’s full name.
• The mobile number or email address used for the order.
• The order number.
• The name and quantity of the product concerned.
• The reason for the request.
• The preferred remedy, where applicable.
• Clear photographs or videos where the product is damaged, defective, incomplete or incorrect.

Photographs and videos help us investigate the matter efficiently. However, failure to provide photographs will not automatically cancel any mandatory legal right where other reasonable evidence is available.

After reviewing the request, Five Riyal will provide the relevant return or collection instructions.

Customers should not send products to an address without first contacting Five Riyal, as doing so may delay the processing of the request.

Failure to obtain return instructions does not remove any mandatory consumer right available under Qatari law.

4. Damaged, Defective, Unsafe or Non-Conforming Products

Customers are encouraged to inspect their orders promptly after delivery.

Please contact Five Riyal as soon as reasonably possible where:

• The product was delivered damaged.
• The product is defective or unsafe.
• The product does not match its advertised description.
• The product does not conform to the applicable specifications.
• The wrong product, size, colour or quantity was delivered.
• The product is incomplete or missing an essential component.
• The product is expired at the time of delivery.
• The product is not reasonably fit for its expressly stated or agreed purpose.
• The product appears to have been tampered with.
• The product presents a potential health or safety risk.

For visible delivery damage, incorrect quantities or incorrect products, customers are encouraged to notify Five Riyal within 48 hours of delivery to help us investigate the matter with the delivery provider.

The 48-hour notification period is an administrative request intended to facilitate investigation. It does not limit any mandatory consumer right or legal claim available under applicable Qatari law.

After reviewing the matter, Five Riyal will provide the remedy required under applicable law, which may include:

• Replacement of the product.
• Refund of the amount paid.
• Repair of the product, where appropriate.
• Recall or collection of the product.
• Another remedy required or permitted by applicable law.

Where the customer is legally entitled to choose between available remedies, Five Riyal will respect that right.

Where an approved replacement is unavailable, Five Riyal will provide an appropriate alternative remedy, including a refund where required.

For confirmed damaged, defective, unsafe, incorrectly supplied or non-conforming products, Five Riyal will not charge the customer additional collection, return or replacement delivery costs.

5. Incorrect or Unordered Products

Where Five Riyal delivers a product that the customer did not order, the customer:

• Will not be required to pay for the unordered product.
• Will not be required to pay the cost of returning or collecting it.
• Should notify Five Riyal so that collection can be arranged.

A product delivered by mistake does not become part of the customer’s order merely because it was delivered.

Where the customer received the wrong product instead of the product ordered, Five Riyal will arrange an appropriate remedy without charging the customer additional return or replacement delivery costs.

6. Change-of-Mind Returns

A change-of-mind return applies where:

• The correct product was delivered.
• The product is not damaged or defective.
• The product conforms to its description and specifications.
• The customer no longer wants or needs the product.

Approved change-of-mind returns must satisfy all eligibility requirements stated in Section 1.

Unless Five Riyal agrees otherwise:

• The customer may be responsible for the cost of returning or collecting a change-of-mind product.
• The original delivery charge may not be refundable.
• Any additional delivery charge for an exchange may be payable by the customer.
• The return will not be approved until the product has been received and inspected.

These conditions apply only to voluntary change-of-mind returns and do not apply where the product is defective, damaged, incorrectly supplied, unsafe or non-conforming.

7. Non-Returnable Products

For health, hygiene, safety, legal or product-integrity reasons, the following products are not eligible for voluntary change-of-mind returns:

• Food, beverages and other perishable products.
• Chilled or frozen products.
• Flowers, plants and similar perishable goods.
• Opened cosmetics, perfumes, beauty products or personal-care products.
• Products intended for personal hygiene once opened, tried or used.
• Underwear, socks and similar personal garments once opened, tried or used.
• Earrings and other pierced jewellery once opened.
• Products with broken hygiene, safety or tamper-evident seals.
• Medicines, medical products or regulated health products, where applicable.
• Custom-made, personalised, engraved or specially ordered products.
• Activated or used gift cards, vouchers, digital products or electronic codes.
• Products that have been assembled, installed, washed, altered or damaged after delivery.
• Products missing their original packaging, labels, accessories, manuals or essential components.
• Products whose condition has materially deteriorated while in the customer’s possession.
• Products identified as non-returnable before purchase for legitimate health, hygiene or legal reasons.

These exclusions apply only to voluntary change-of-mind returns.

They do not apply where the product is defective, damaged, expired, unsafe, incorrectly supplied, non-conforming or otherwise subject to a mandatory return, exchange, repair or refund right under Qatari law.

8. Sale, Clearance and Promotional Products

Products purchased during a sale, promotion, clearance event or using a discount code may be eligible for a voluntary change-of-mind return only where:

• The product page or promotional terms do not state otherwise.
• The product meets all return eligibility requirements.
• The product is not included within the non-returnable categories.

A product will not lose its mandatory legal protection merely because it was sold at a discounted or promotional price.

Where a discounted or promotional product is defective, damaged, incorrectly supplied, unsafe or non-conforming, the customer will remain entitled to the remedies available under applicable Qatari law.

A defect or condition that was clearly disclosed to the customer before purchase and expressly accepted by the customer may be taken into account when evaluating a return request.

9. Exchanges

Where an exchange request is approved and the requested replacement product is available, Five Riyal may arrange the exchange.

For a voluntary change-of-mind exchange:

• The original product must satisfy the eligibility requirements stated in this Policy.
• The customer may be responsible for applicable collection and redelivery charges.
• The customer must pay any difference where the replacement product has a higher price.
• Where the replacement product has a lower price, the difference will be refunded using an appropriate payment method.

For confirmed defective, damaged, unsafe, incorrectly supplied or non-conforming products, the customer will not be charged additional collection or replacement delivery costs.

Where the requested replacement is unavailable, Five Riyal will provide another appropriate remedy in accordance with this Policy and applicable law.

10. Return Inspection

Returned products may be inspected to confirm:

• The product received is the same product supplied by Five Riyal.
• The product meets the applicable return conditions.
• All accessories, parts, labels and packaging have been returned.
• The product has not been used, altered, substituted or intentionally damaged.
• Any reported defect, damage or non-conformity is present.

Inspection of a product does not prevent the customer from exercising any mandatory legal rights.

Where additional technical inspection is reasonably required, Five Riyal will inform the customer and process the matter within a reasonable period.

11. Refund Approval

After receiving and inspecting the returned product, Five Riyal will notify the customer whether the refund has been approved, rejected or requires further information.

Where a refund request is rejected, Five Riyal will provide the customer with the general reason for the decision.

A rejection under the voluntary return conditions does not prevent the customer from exercising any mandatory legal rights or submitting further evidence supporting their request.

12. Refund Method and Processing Time

Approved refunds will normally be initiated within 10 business days after:

• The returned product has been received.
• Any required inspection has been completed.
• The refund has been approved.

Refunds will generally be made using the original payment method wherever reasonably possible.

Card and Electronic Payments

Payments made by credit card, debit card or electronic payment method will normally be refunded to the same card, account or payment method used for the purchase.

Cash-on-Delivery Payments

Cash-on-delivery payments may be refunded:

• In cash.
• By bank transfer.
• Through another payment method agreed with the customer.

Five Riyal may request reasonable account information to complete a bank-transfer refund.

The customer will not be required to accept store credit, loyalty points, a voucher or a gift card instead of a monetary refund unless the customer voluntarily agrees.

Banks and payment service providers may require additional time after Five Riyal initiates the refund before the amount appears in the customer’s account.

13. Refund Amount

For an approved voluntary change-of-mind return, the refundable amount will normally be limited to the amount paid for the returned product.

Original delivery charges, collection charges and additional exchange delivery charges may be deducted or excluded where permitted under this Policy and applicable law.

Where the customer is legally entitled to a refund because a product is defective, damaged, incorrectly supplied, unsafe or non-conforming, the refund will include:

• The applicable amount paid for the product.
• Any delivery or return costs required to be refunded under applicable law.
• Any other amount required by applicable law.

Where only part of an order is returned, any refund relating to delivery charges will be assessed according to the circumstances and applicable legal requirements.

14. Gifts, Bundles and Promotional Items

Where a product was purchased as part of a bundle, multi-buy promotion or offer, the customer may be required to return all products included in the relevant offer to receive a full voluntary refund.

Where a free product or promotional gift was supplied with the returned product, that free product or gift must also be returned in its original condition.

If the promotional item is not returned, Five Riyal may deduct its stated value from a voluntary refund, where lawful and clearly disclosed.

This section does not limit mandatory remedies relating to defective, damaged, unsafe or non-conforming products.

15. Refund Delays

If more than 15 business days have passed after Five Riyal confirms that a refund was initiated, please contact:

Email: info@fiveriyal.com

Please provide:

• The order number.
• The refund confirmation.
• The payment method used.
• Any relevant transaction reference.

We will investigate the status with the relevant payment service provider.

16. Abuse, Fraud and Misuse

Five Riyal may refuse a voluntary return or exchange where there is reasonable evidence of:

• Fraudulent activity.
• Product substitution.
• Returning a product not supplied by Five Riyal.
• Intentional damage.
• Excessive use followed by a return request.
• Repeated unreasonable or abusive voluntary returns.
• Falsified photographs, receipts or order information.
• Misuse of promotional offers or refund procedures.

Five Riyal may restrict future voluntary returns or payment methods where reasonably necessary to prevent fraud or misuse.

This section does not remove or reduce any mandatory consumer right under applicable Qatari law.

17. Delivery Failure and Refused Orders

Where delivery fails because:

• The delivery address provided was incorrect or incomplete.
• The customer could not be contacted.
• The customer was unavailable after reasonable delivery attempts.
• The customer refused a correctly supplied and non-defective order.

Five Riyal may charge a reasonable redelivery or collection fee where permitted and clearly communicated to the customer.

Where an order is cancelled or returned due to a delivery failure caused by the customer, the original delivery charges may not be refundable.

This section does not apply where the customer refused delivery because the product or package was visibly damaged, incorrect, unsafe or materially non-conforming.

18. Consumer Complaints

Customers who disagree with a return, exchange or refund decision may request that Five Riyal review the matter by contacting:

Email: info@fiveriyal.com

The customer should provide the order number, details of the complaint and any relevant supporting evidence.

Five Riyal will review the complaint and respond within a reasonable period.

Nothing in this Policy prevents a customer from submitting a complaint to the competent consumer-protection authority in the State of Qatar.

19. Changes to This Policy

Five Riyal may update this Policy from time to time to reflect:

• Changes to our products or services.
• Operational requirements.
• Changes to applicable laws or regulations.
• Customer service improvements.

The revised Policy will be published on the website with an updated revision date.

The policy applicable to an order will generally be the version published at the time the order was placed, unless a later change is required by law or provides greater protection to the customer.

20. Governing Law

This Policy is governed by the applicable laws and regulations of the State of Qatar.

Any dispute relating to this Policy shall be subject to the jurisdiction of the competent courts of the State of Qatar, without limiting any right the customer may have to submit a complaint to a competent regulatory or consumer-protection authority.

21. Contact Us

For questions, complaints or requests relating to returns, exchanges or refunds, please contact:

Five Riyal Trading W.L.L.
Commercial Registration No.: [224994]
Registered Address: [St.340, Bulding 484, 2nd floor, office 13]
Doha, State of Qatar
Email: info@fiveriyal.com
Telephone/WhatsApp: [71744700]
Website: Fiveriyal.com