A circular, outlining in detail under which circumstances a consumer can exchange products or request a refund, has been issued to traders and they have been given two weeks to comply.
Under the following circumstances the consumer protection law explicitly compels shops to refund or exchange products:
First – If the consumer finds that the product is defective or fails to meet the value or purpose of its intended use;
Second – the non-conformity of a product with standard specifications. For instance, a consumer buys an electrical device that fails to conform to the standards issued by the Qatar General Organization for Standards and Metrology;
Third - When the item fails to meet the purpose that it was purchased for , or when the trader fails to secure a trial/ changing room although the nature of the product requires consumers to try it before purchasing it.
The circular also noted that consumers are entitled to return and exchange products without having to prove that the goods are defective or overvalued.
A consumer may request to return or exchange an item regardless of his motives such as: regretting spending the amount paid to the shop, dissatisfaction with the colour or size of the item, finding the same item at a lower price at another shop, or purchasing the item as a gift to someone who is unsatisfied with the product.
In all the above cases, the ministry stressed that shops need to comply with the obligation of the circular and are compelled to refund consumers according to the method of payment.
The ministry also outlined three other cases in which consumers are entitled to request a partial or full refund though these cases do not fall under the exchange and return policy as defined by the Consumer Protection Law.
They are :
1.When the supplier advertises that it is selling a product at the lowest market price and the consumer finds that the same product is being sold at a lower price at another shop. In this case, the shop should compensate the consumer for the price difference.
2.When the dealer commits a violation such as selling consumers expired food or counterfeit spare parts. In this case, the consumer is entitled to exchange the defective product or request a full refund.
3. If the consumer buys a product that doesn’t comply with the terms of his agreement with the dealer. In this case, the consumer is entitled to exchange the product. If the product cannot be exchanged, the dealer has to refund the consumer.
To ensure the compliance of suppliers and dealers with the official circular, the ministry has asked them to clearly display a return and exchange policy in a prominent place at the front of the shop. The policy should be written in Arabic (as well as other languages chosen by the merchant).
Shopkeepers should print the exchange and return policy on the back of the invoice handed to consumers and they shall refrain from posting any documents prohibiting the return or exchange of products. Retail outlets shall also provide a space for consumers to try products before making a purchase.
Reminding consumers of their role in protecting their rights , the MEC has urged them to verify the return and exchange policy when making a purchase , to ask for an invoice, to keep the product in its original condition , to check the product is functional and to negotiate with shops any additional terms as part of the exchange and return policy and to document these terms on the invoice.
If the shopkeepers refuse to abide by this policy, consumers can contact authorities at the Ministry of Economy and Commerce through the following communication channels: Call Center: 16001, Email: [email protected], Social networking accounts : Twitter @MEC_QATAR; Instagram MEC_QATAR and the application of the MEC on smart phones, iPhone and Android devices MEC_QATAR
