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At Grand Hypermarket Qatar, we are committed to customer satisfaction and to supplying genuine products of acceptable quality. This policy explains the conditions for returns, exchanges, refunds, and warranty/service support for products purchased from Grand Hypermarket stores in Qatar and through Grand Hypermarket's e-commerce platforms in Qatar.
By purchasing from Grand Hypermarket Qatar, you agree to the terms below.
Eligible products may be returned or exchanged within 7 days from the date of delivery or purchase, subject to the following conditions:
Grand Hypermarket Qatar reserves the right to reject a return request if the product does not meet the above conditions.
The following items are not eligible for return or exchange unless they are proven to be damaged, defective, incorrect, or not as described at the time of delivery/purchase:
Other excluded cases:
Customers must inspect their order at the time of delivery/purchase or collection. Any complaint relating to a damaged, defective, or wrong item must be reported within 24 hours of delivery. After verification, we will arrange a replacement, exchange, refund, or inspection/service support where applicable.
Perishable Items
Fresh and perishable grocery items such as fresh food, vegetables, fruits, meat, poultry, fish, and dairy products are not eligible for return unless they are received damaged, spoiled, defective, incorrect, or unfit for use. Any such issue must be reported within 24 hours of delivery.
Non-Perishable Items
Non-perishable grocery items and household consumables may be eligible for return within 7 days of delivery, provided they are unused, in original packaging, and in resaleable condition.
5.1 Return / Exchange Window
Electronics and electrical goods may be considered for return, exchange, or refund only if:
5.2 Technical Verification
Grand Hypermarket Qatar may request or arrange technical inspection by the authorized brand service center/distributor to confirm whether the issue is a manufacturing defect. Exchange or refund for electronics may be processed only after technical verification and approval, where applicable.
5.3 Opened or Non-Returnable Electronics
Items such as mobile phones, laptops, tablets, printers, cameras, personal care electronics, sealed electrical items, and digital activation products may not be eligible for return or refund if they have been opened, activated, used, or unsealed, unless a verified manufacturing defect is confirmed.
5.4 Large Appliances and Supplier-Delivered Products
For major appliances and large electronics such as refrigerators, washing machines, cooking ranges, dishwashers, hobs and hoods, televisions, fitness equipment, furniture, or other supplier-delivered bulk items, returns or refunds may not be accepted once the item has been unpacked, installed, or used, unless there is a verified manufacturing defect. Customers are advised to inspect such products carefully before installation or use.
5.5 Charges
Any installation, service, delivery, or assembly charges already performed are non-refundable. A restocking or handling charge may apply for non-defective returns where permitted by law.
Garments, fashion items, footwear, bags, eyewear, watches, and accessories may be returned or exchanged within the standard return period only if they are unused, unwashed, unworn, undamaged, with all tags attached, and in original packaging. For hygiene reasons, underwear, lingerie, socks, tights, and swimwear cannot be returned or exchanged unless they are defective at the time of delivery/purchase. Items that are altered, worn, washed, damaged, or missing tags or original packaging will not be accepted.
These items may be returned only if they are unused, unopened where applicable, unassembled unless defective, in original packaging, and complete with all accessories and manuals. Returns may not be accepted for items that have been assembled, installed, used, damaged, or returned incomplete. For hygiene and safety reasons, selected baby products, medical products, bathroom, and other personal-use products may not be eligible for return once opened.
8.1 Refund Method
Approved refunds will be processed using the same payment method used at the time of purchase whenever possible.
8.2 COD Orders
For Cash on Delivery (COD) orders, approved refunds may be processed through bank transfer, store credit, Grand Me points, vouchers, or any other approved refund method determined by Grand Hypermarket Qatar.
8.3 Refund Timeline
Refunds will be initiated once the returned product is received and, where applicable, after quality or technical verification is completed. Approved refunds are typically processed within 7–14 business days, depending on the payment provider, bank processing cycle, card network, and internal verification requirements. In some cases, the refunded amount may appear only in your next bank or card statement cycle.
8.4 Refund Deductions
Where applicable, refund amounts may be adjusted by deducting delivery charges, collection charges, installation or service charges already completed, promotional value adjustments, and approved restocking or handling charges for non-defective returns. No such deductions will normally apply if the return is due to a Grand Hypermarket error, or if the product was faulty, damaged, or incorrectly delivered.
If a customer wishes to exchange a product, the item must be brought to the nearest Grand Hypermarket store for inspection and evaluation. After assessment and approval, the product may be exchanged, returned, or otherwise resolved in line with this policy. Eligible items may be exchanged subject to stock availability, inspection, category eligibility, and approval. If a replacement item is not available, Grand Hypermarket Qatar may offer a refund, store credit, Grand Me points, voucher, or an alternative replacement option.
Depending on the product type, returns may be handled through the purchasing branch, courier/delivery pickup, supplier pickup, self-drop, or another designated service point, as advised by Grand Hypermarket Qatar. Customers are required to follow the return instructions provided by the customer service team.
11.1 General Warranty Principle
All products sold by Grand Hypermarket Qatar are intended to be genuine. Any warranty, if applicable, covers manufacturing defects only and does not cover damage caused by customer handling or misuse.
11.2 Electronics & Appliances
Electronics and appliances are covered by the brand/manufacturer/authorized distributor's limited warranty, starting from the date of delivery or purchase. Grand Hypermarket Qatar is not the warranty provider unless explicitly stated otherwise. The warranty does not cover damage caused by misuse, accidental damage, negligence, liquid damage, power fluctuations, improper storage, incorrect installation, unauthorized repair, tampering, broken seals, missing or altered serial numbers, normal wear and tear, or cosmetic damage that does not affect functionality.
11.3 Garments & Fashion
Garments and fashion items generally do not carry brand warranty unless specifically stated by the manufacturer.
11.4 General Merchandise
General merchandise and other products are covered only for manufacturer defects, where applicable. Damage caused by customer misuse, mishandling, or normal wear is excluded.
For items purchased as part of bundle offers, multi-buy promotions, free gift deals, discounted combos, or campaign bundles, all related items must be returned together to qualify for a full refund or exchange. If only part of the promotional bundle is returned, Grand Hypermarket Qatar may decline the return or adjust the refund based on the regular non-promotional selling price of the items kept.
Grand Hypermarket Qatar reserves the right to decline any return, exchange, or refund request if the item does not meet the stated return conditions, the request is made outside the applicable timeframe, proof of purchase is not provided, the item shows signs of use, tampering, damage, or incomplete packaging, the claim is found invalid after inspection or technical verification, or the product belongs to a non-returnable category.
Nothing in this policy removes or limits any rights available to consumers under the applicable laws and regulations of the State of Qatar. In the event of any conflict between this policy and mandatory consumer protection law in Qatar, the applicable law in Qatar shall prevail.
For any return, refund, exchange, or service support request, please contact Grand Hypermarket Qatar through any of the following channels:
Grand Hypermarket Qatar may request additional details or documents to process your request.
