Because we specialize in natural, sun-dried herbs and agricultural products, return windows depend on the type of order placed:

• For Domestic & Retail Orders: You must inspect your delivery and notify our customer service team within 48 hours to 5 business days of receiving your package to be eligible for a return, replacement, or claim refund.

• For Commercial & Wholesale Export Shipments: Any quality claims or return requests for bulk cargo must be submitted within 7 business days of destination port clearance, along with official photographic evidence or inspection reports.

Important Note: Products must remain in their original, unsealed, and unaltered packaging. Opened, modified, or improperly stored batches cannot be accepted for return due to quality and safety standards.

To initiate a claim or return request, please contact our team immediately at support@qatrelnada.com with your order/invoice number and details of the issue.

Once your return is received, inspected, or your quality claim is officially approved by our Quality Assurance team, refund processing timelines are as follows:

• Approval Notification: Claim reviews take 2 to 3 business days after we receive your supporting documentation or returned batch.

• Credit / Debit Card Payments: Refunds are credited back to your original payment method within 7 to 14 business days, depending on your issuing bank's processing times.

• Commercial Wire Transfers (T/T): For bulk export clients, approved refund amounts or credit notes will be processed within 5 to 7 business days via bank transfer or applied as a credit toward your next harvest order.

Please Note: Original shipping, freight, and phytosanitary certification fees are non-refundable unless the return is due to an error on our part (such as a damaged shipment or incorrect item sent).

If you haven't seen your refund after 14 business days of receiving our approval email, please check with your bank or contact our financial support desk at support@qatrelnada.com.

Yes, product exchanges or batch replacements are available under specific qualifying conditions to ensure you receive exactly what your business requires:

• Eligible Situations: We offer direct exchanges if you received a damaged shipment, an incorrect product/cut grade, or if the batch delivered does not match your confirmed commercial specifications or pre-shipment sample.

• Notification Window: Exchange requests must be submitted within 48 hours to 5 business days of receipt for standard orders, or within 7 business days of port clearance for bulk commercial freight.

• Product Condition: The item or bulk cargo must be unused, unsealed, and preserved in its original packaging to qualify for an exchange.

How the Exchange Process Works:

1. Submit a Request: Email support@qatrelnada.com with your order number, details of the issue, and clear photos/videos of the batch and packaging.

2. Review & Dispatch: Once approved by our Quality Assurance team, we will coordinate the return of the original item and prepare your replacement for dispatch during the earliest harvest or processing window.

3. Freight & Shipping Costs: If the exchange is required due to an error on our part (damaged goods or mispicked orders), Qatr Elnada will cover all replacement shipping and handling charges.

Once you submit your claim or return request, our Quality Assurance team inspects your request, supporting documentation, or returned batch. Here is how you will be notified:

1. Email Confirmation: Within 2 to 3 business days of receiving your claim details or returned shipment, we will send an official Return Approval Notification directly to the email address on your order.

2. Details Included in the Email: The notification will specify whether your return has been approved for a replacement, a bank refund, or a store/commercial credit note.

3. Dispatch or Refund Timeline:

   • For Replacements: The email will include new dispatch tracking information or the expected harvest/processing schedule for your replacement batch.

   • For Refunds: It will confirm the transaction reference number and estimated processing timeline (7 to 14 business days depending on your payment provider).

Haven't Received Your Update?

If it has been more than 3 business days since you submitted your claim or since your returned batch arrived at our facility, please check your spam folder or contact us directly at support@qatrelnada.com with your claim reference number.