Return & Exchange Policy

At Masaar Store, we want you to be completely satisfied with your purchase. If something isn’t right, we’ll do our best to make it right. This policy applies within Qatar and outlines the conditions, timelines, and procedures for returns, exchanges, and refunds.

For assistance, contact us at:
support@masaarstore.com | +974 3127 5151

1. General Conditions for All Returns & Exchanges

Items must be new, unused, and in original condition, with all packaging, tags, manuals, warranty cards, and accessories intact.
Products must be returned with the original purchase invoice.
Replacement is subject to availability (size, color, or model).
Products sold as combos or sets must be returned in full.
Non-returnable items include personal hygiene products, intimate wear, swimwear, health & beauty items, and fragrances (unless faulty or incorrectly supplied).
Returns must be initiated within 1 day of purchase unless otherwise stated below.

2. Toys & Non-Electronic Products

Covered for structural or mechanical defects under normal use.
Defective toys will be replaced at no cost within 7 days of purchase.
Does not cover damage from misuse, mishandling, or natural aging.
Acts of nature (heat, storms, flooding, etc.) are not covered.

3. Electronics & Appliances

Warranty and service are provided by the manufacturer or authorized service agents as per their terms.
Masaar facilitates the process but is not responsible for service timelines or quality.
Repairs for covered defects typically take up to 14 business days, excluding time to source spare parts.

4. Beauty, Cosmetics & Perfumes

In line with global retail standards, returns or exchanges are not accepted for skincare, makeup, cosmetics, fragrances, and personal care items unless faulty, damaged, or incorrectly supplied.
Faulty or incorrect products must be reported within 24 hours of delivery and returned in original packaging with proof of purchase.
Free items received as part of promotions must also be returned in original condition, or their value will be deducted from the refund.

5. Damaged or Defective Items

Damaged or defective products must be reported within 24 hours of delivery with photographic evidence.

We will arrange a replacement or refund at no cost, processed within 3 working days of return approval.

6. Exchanges for Size, Color, or Preference

Contact customer service to arrange the exchange.
Exchanges are processed once the original item is returned and inspected.
Shipping of replacement items will occur within 3 working days after approval.

7. Refunds

Refunds are issued only in Qatari Riyals.
Refund processing time: 3–5 business days after return inspection.
If paid by Cash on Delivery, refunds are given as cash or via bank transfer.
Orders with free delivery that are returned in part or in full may have a QAR 10 delivery fee deducted if the remaining order value is below QAR 100.

8. Cancellations

Orders may be cancelled before they are dispatched from our warehouse.
Masaar reserves the right to deduct delivery and collection costs for cancellations after dispatch.
False or baseless complaints will not qualify for refunds or replacements.

9. Important Notes

No exchanges without returning the original product.
Customers must ensure returned products are securely packaged to prevent damage during transit.