Refund & Returns Policy

Effective Date: [01-01-2026]
Website: zenqor.qa
Company: ZEN-QOR

At ZEN-QOR, we are committed to supplying reliable, market-ready products and providing professional customer support. This Refund & Returns Policy explains the conditions under which products may be returned, exchanged, repaired, or refunded.

By placing an order, submitting an inquiry, or purchasing through ZEN-QOR, you acknowledge and accept this policy.

1. Scope

This policy applies to:

  • online B2C purchases made through the ZEN-QOR website;
  • direct retail sales where applicable;
  • selected after-sales return or replacement cases;
  • certain B2B / RFQ transactions only where expressly approved in writing.

Because ZEN-QOR operates across direct sales, project supply, structured distribution, and quotation-based transactions, return conditions may differ depending on the product category, sales channel, and commercial arrangement.

2. General Return Eligibility

A return request may be considered only if:

  • the request is submitted within the applicable return period;
  • the product was delivered damaged, defective, incorrect, or materially different from the confirmed order;
  • the item is unused, in original condition, and returned with its original packaging where applicable;
  • all included accessories, manuals, components, and documents are returned;
  • proof of purchase, invoice, order number, or transaction reference is provided.

ZEN-QOR reserves the right to inspect any returned item before approving refund, exchange, replacement, repair, or credit.

3. Return Request Timeframes

Unless otherwise required by applicable law or separately agreed in writing:

  • Damaged or incorrect item claims: must be reported within 48 hours of delivery
  • Defective on arrival (DOA) claims: must be reported within 7 days of delivery
  • Standard B2C return requests: may be considered within 7 days of delivery, subject to category and condition
  • B2B / RFQ / project orders: subject to quotation terms, contract terms, or written commercial approval

Late claims may be rejected unless justified and supported by inspection.

4. Condition of Returned Products

To qualify for return, the item must generally be:

  • unused or only minimally handled for inspection;
  • free from customer-caused damage;
  • returned in original packaging where possible;
  • accompanied by all accessories and included contents;
  • packed safely to avoid additional damage during return transit.

Products showing signs of misuse, damage, missing parts, improper handling, or incomplete return condition may not be accepted.

5. Non-Returnable / Non-Refundable Items

Unless otherwise required by law or expressly approved by ZEN-QOR, the following are generally not eligible for return or refund:

  • special-order items;
  • project-based supply items;
  • bulk / commercial / RFQ-approved items;
  • customized or made-to-order products;
  • items damaged due to misuse, improper installation, negligence, or unauthorized repair;
  • products with missing accessories, damaged packaging, or visible use beyond inspection;
  • clearance or final-sale items;
  • hygiene-sensitive or sealed-use items once opened, where applicable;
  • products sold under separate written commercial terms that exclude return rights.

6. Damaged, Defective, or Incorrect Items

If the product is delivered:

  • damaged,
  • defective on arrival,
  • or incorrect,

you must contact ZEN-QOR support promptly and provide:

  • order number or invoice reference;
  • product name and SKU if available;
  • clear photos or videos showing:
    • the issue,
    • product packaging,
    • shipping label where relevant,
    • the affected item.

After review, ZEN-QOR may decide, depending on the case:

  • replacement;
  • exchange;
  • repair;
  • refund;
  • store credit;
  • partial refund, if appropriate.

7. Change-of-Mind Returns

Change-of-mind returns may be accepted only on a limited basis and only if:

  • the item is unused;
  • the item is unopened or in resaleable condition;
  • the request is submitted within the applicable return period;
  • the product is not part of a non-returnable category.

In such cases, ZEN-QOR may deduct or apply:

  • inspection charges;
  • handling charges;
  • restocking fees;
  • return shipping costs;
  • non-refundable processing or service fees, where applicable.

8. B2B / RFQ / Project-Based Orders

Orders processed through:

  • quotation,
  • RFQ,
  • project supply,
  • commercial agreement,
  • distributor or partner terms,

may be subject to separate return, cancellation, replacement, and warranty conditions.

Unless otherwise agreed in writing, such orders are generally not returnable after confirmation, allocation, preparation, or dispatch, except in cases of:

  • verified defect,
  • verified delivery damage,
  • verified supply error.

9. Refund Method

If a refund is approved, it will generally be processed through the original payment method, unless a different method is agreed in writing or operationally required.

Refund timing may vary depending on:

  • product inspection;
  • return receipt;
  • payment provider processing time;
  • banking timelines;
  • internal commercial validation.

Shipping fees, handling fees, installation fees, or special service charges may be non-refundable unless the refund is due to a confirmed ZEN-QOR error.

10. Exchanges

Where possible, ZEN-QOR may offer an exchange instead of a refund.

Exchanges are subject to:

  • product availability;
  • condition of the returned item;
  • inspection outcome;
  • category-specific limitations;
  • technical or compatibility considerations.

11. Repair vs Return vs Warranty

A return request is not the same as a warranty claim.

  • Return usually applies shortly after delivery
  • Warranty applies to covered defects during the warranty period
  • Repair may be the appropriate resolution for certain technical issues

If the return period has passed but the issue is covered under warranty, ZEN-QOR may handle the matter through the applicable warranty or service process instead of refund or return.

12. Return Shipping / Collection

Unless the return is due to a confirmed ZEN-QOR fault, the customer may be responsible for:

  • return shipping cost;
  • safe repackaging;
  • return coordination;
  • transit risk until the returned product is received and inspected.

For selected categories or approved cases, ZEN-QOR may arrange pickup, inspection, or service-center handling at its discretion.

13. Order Cancellation

Orders may only be cancelled before:

  • dispatch;
  • processing completion;
  • stock allocation;
  • or quotation confirmation finalization,

depending on the order type.

Confirmed B2B, RFQ, project-based, customized, special-order, or allocated-stock orders may not be cancellable once approved or prepared.

14. Right to Refuse Returns

ZEN-QOR reserves the right to refuse any return, exchange, refund, or cancellation if:

  • the request falls outside the permitted timeframe;
  • the product has been used, damaged, altered, or incompletely returned;
  • proof of purchase is not provided;
  • the claim is inconsistent with inspection findings;
  • the product belongs to a non-returnable category;
  • the request conflicts with separate written commercial terms.

15. Contact for Returns and Refunds

For return, refund, exchange, or damage claims, please contact:

ZEN-QOR
Email: [info@zenqor.qa]
Phone / WhatsApp: [0097466773710]
Website: [zenqor.qa]

Please include:

  • order number;
  • invoice reference;
  • product name / SKU;
  • reason for the request;
  • photos or videos where relevant.

16. Policy Updates

ZEN-QOR may revise this Refund & Returns Policy from time to time. Any updated version becomes effective once published on the website. Continued use of the website or continued purchasing after such publication constitutes acknowledgment of the revised policy.