Food and Confectionery Products Return and Exchange Policy
1. Objective
This policy aims to clarify consumers’ rights regarding the exchange and return of products in
accordance with Qatar Consumer Protection Law No. (8) of 2008, ensuring the provision of safe
and consumable food products.
Our Obligations as a Supplier (Based on Article 5 of the Law):
According to the law, the supplier of food products is obliged to:
● If the product is not in conformity with specifications or has a defect discovered
upon receipt or within the prescribed period, the supplier must, at no cost to the
consumer, do the following:
1. Repair the product, if possible.
2. Replace the product with an equivalent item.
3. Refund the full value of the product to the consumer.
Definition of Defective or Unsuitable Products (Based on Article 6 of the Law):
Any food or confectionery product is considered:
● Spoiled or expired
● Unsuitable for consumption
● Non-compliant with specifications or advertised description
● Counterfeit or sold in violation of the law
In these cases, consumers are entitled to request the remedies listed above.
2. Scope of Application
This policy applies to all food and confectionery products sold in our stores, including:
● Fresh food items
● Canned and frozen products
● Confectionery and bakery products
● Ready-to-drink beverages
3. Conditions for Exchange and Return
Consumers are entitled to exchange, return, or repair products free of charge if:
● The product is expired or spoiled at the time of purchase or during its reasonable
usage period.
● The product does not meet the specifications or advertised description.
● The product is defective or damaged in a way that prevents its use.

Exchange and Return Period by Product Type:

Product Type:
Fresh food (vegetables, fruits, fresh confectionery, meat, freshly prepared food)
Return / Exchange Period:
24 hours from the time of purchase
Notes:
Due to rapid perishability, any defect or spoilage must be reported immediately.

Product Type:
Frozen products
Return / Exchange Period:
24 hours from the time of purchase
Notes:
Must be stored at the correct temperature.

Product Type:
Canned and non-perishable products
Return / Exchange Period:
24 hours from the time of purchase
Notes:
Must be unopened and unused.

Product Type:
Ready-to-drink beverages
Return / Exchange Period:
24 hours from the time of purchase
Notes:
Depending on the type of beverage and expiration date.

Note: The specified periods do not reduce the consumer’s legal rights if the product is
defective or spoiled.
4. General Conditions
● Proof of purchase (invoice or receipt) must be presented.
● The product must be returned in its original condition (unopened or unused), except
for spoiled or defective items.
● The defect or issue must be reported as soon as possible after discovery, preferably
within the allowed period for each product type.
5. Exceptions
● Consumable and non-defective products cannot be returned due to a change of
mind.
● Any product that has been fully opened or consumed cannot be returned unless it is
defective or spoiled.
6. Exchange or Return Procedures
1. Submit the product along with the invoice to the Customer Service Department or
management via the listed communication channels.
2. The product will be inspected to verify its condition and suitability.
3. One of the following actions will be taken, depending on the product’s condition:
○ Exchange for an equivalent product
○ Full refund of the purchase price
○ Repair of the product, if feasible
7. Communication Channels and Complaints
Consumers can submit any complaint or request for exchange/return via the following
channels:
● Phone: +974 4330 0901
● Email: Info@otantiksweetqatar.com
● Website: https://otantiksweetqatar.com
In case of disagreement, consumers may file an official complaint with the Ministry of
Commerce and Industry – Consumer Protection Department.