📦 Our Commitment to You
At Bina Al Ruya Trading & Contracting, we stand behind the quality of our hygiene and care products. If you're not completely satisfied with your purchase, we're here to help. This policy complies with Qatar's Consumer Protection Law and Meta's Commerce Policies to ensure a transparent, fair shopping experience.
✅ Eligible Returns & Refunds
You may request a return or refund under the following conditions:
| Reason | Eligible? | Conditions |
|---|---|---|
| 🚫 Defective or damaged product | ✅ Yes | Report within 48 hours of delivery with photos/video evidence |
| 📦 Wrong item shipped | ✅ Yes | Contact us within 24 hrs of delivery |
| 🔄 Changed mind (unopened) | ✅ Yes | Item must be unused, in original sealed packaging, requested within 1 days of delivery, Delivery charges applicable |
| 🧴 Opened hygiene products | ❌ No | For health and safety reasons, opened diapers, wipes, or cleaning products cannot be returned |
| 🎁 Clearance/final sale items | ❌ No | Marked as non-returnable at time of purchase |
🔄 How to Request a Return or Refund
Step 1: Contact Us
Reach out within the eligible timeframe:
💬 Please Include: Order number, product name, reason for return, and photos if applicable
Step 2: Receive Authorization
- Our team will review your request within 1–2 business days
- If approved, we'll email you a Return Authorization Number and shipping instructions
- ⚠️ Returns sent without authorization will not be processed
Step 3: Ship the Item Back
- Pack the item securely in its original packaging
- Attach the provided return label (if applicable)
- Drop off at the designated courier location
- 📌 Return shipping costs:
- Covered by us if the return is due to our error (defect, wrong item)
- Customer responsibility for change-of-mind returns
Step 4: Inspection & Refund
- Once received, we inspect the return within 3–5 business days
- If approved:
- 💳 Refund issued to original payment method within 7–10 business days
- 🎁 Exchange or store credit options available upon request
💰 Refund Methods & Timing
| Payment Method | Refund Method | Processing Time |
|---|---|---|
| Credit/Debit Card | Original card | 7–10 business days after approval |
| Cash on Delivery (COD) | Bank transfer or store credit | 3–5 business days after approval |
| Store Credit | Bina Al Ruya account credit | Immediate upon approval |
Note: Bank processing times may vary. Refunds do not include original shipping fees unless the return is due to our error.
🚚 Damaged or Incorrect Items
If your order arrives damaged or incorrect:
- 📸 Take clear photos/video of the product and packaging
- 📧 Contact us within 48 hours of delivery
- 📦 We'll arrange a free pickup and send a replacement
- ✅ No return shipping cost to you
❓ Frequently Asked Questions
A: For health and safety reasons, we cannot accept returns on opened hygiene products. However, if you suspect a product defect or quality issue, contact us immediately with photos and batch details—we'll investigate and may offer a replacement or goodwill credit.
A: If the packaging is unopened and sealed, you may exchange for a different size within 24 hrs. Delivery charges applicable. Contact us to arrange the exchange.
A: Yes! We offer size/color exchanges for unopened items. For hygiene products, exchanges are only available for unopened, sealed packages. Additional Delivery charges applicable.
A: Once your return is shipped, you'll receive a tracking link via email/SMS. You can also check status by messaging us on WhatsApp.
A: First, check your bank statement. If it's been more than 10 business days since approval, contact us at trading@brtc.qa with your order number.
📞 Need Help?
We're here for you! Don't hesitate to reach out:
Business Name: Bina Al Ruya Trading & Contracting