Online Refund & Exchange Policy
Refund & Exchange Policy
At Qatar Creates, your satisfaction is very important to us. We want you to enjoy your purchase with confidence, knowing that support is available should you need to return, refund, or exchange an item. This policy sets out the conditions under which returns and refunds may be made. Please read it carefully before initiating a return.
General Return Policy (Non-Faulty Items)
If you change your mind about an item, or it simply does not meet your expectations, you may request a return within 14 calendar days of receiving your order. To qualify for a refund or exchange: • Items must be returned in their original packaging and box, • All tags and labels must be intact, • The item must be unused and in a saleable condition. Items that do not meet these requirements may unfortunately be declined and sent back to you without a refund or exchange. How to initiate a return: • Log into your My Account at market.qacreates.com. • Submit a return request, selecting the item(s) you wish to return and the reason. • Once your request is approved, you may drop off the item at the Gift Shop of the National Museum of Qatar (NMoQ). If you are not a logged in customer, kindly follow the link here to process your return. Please note: Returns cannot be made directly at the Gift Shop without prior online approval.
Faulty, Damaged, or Incorrect Items
We take great care in preparing your order. However, if you receive an item that is faulty, damaged, or not as described, please report it within 3 calendar days of delivery. Steps to follow: • Log into My Account and submit a faulty return request. • Attach photographs (if applicable) to help us process your request quickly. If the return is approved, you will receive: • A full refund including the original delivery charges, or • The option to receive a replacement item (subject to availability).
Returning Your Parcel to the NMoQ Gift Shop
Once your return request is approved, please: • Bring the item in its original packaging along with the original invoice. • Deliver it to the Gift Shop at the National Museum of Qatar (NMoQ) within: o 14 days of receipt for general returns, or o 3 days of receipt for faulty/damaged returns. Our staff will check the returned item and note its condition at the time of return. This ensures both you and Qatar Creates are aligned on the state of the product when returned.
Orders Not Collected (Free Pickup Service)
If you select the free pickup option but do not collect your order within 7 calendar days of receiving the “Ready for Collection” email, your order will be automatically cancelled. A refund will be issued to your original payment method once the items are returned to our warehouse.
Exchanges
We are happy to offer exchanges on approved returns. Exchanges are available for items of equal or higher value. Important notes: • When submitting your return request online, please select the exchange option and state the reason. • Replacement items will be made available for free collection only at the NMoQ Gift Shop.
International Returns
For orders delivered outside Qatar, the return process is slightly different. • Please contact our customer service team at customerservice@market.qacreates.com within the applicable return period: o 14 days for general returns, or o 3 days for faulty items. • Include your order number, reason for return, and photographs (if applicable). • Our team will guide you through the next steps. Please note: • Customers are responsible for return shipping, customs duties, and related charges, unless the item is confirmed to be faulty. • If the item is faulty, Qatar Creates will cover the cost of return shipping.
Refund Processing
Once your return is approved and the item has been received: • Refunds will be issued to the original method of payment (the credit or debit card used at checkout). • Unwanted/non-faulty items will be refunded excluding the original delivery charges. • Faulty or defective items will be refunded in full, including delivery charges. Refunds may take several working days to appear on your bank statement, depending on your card provider.