Returns & Exchanges Policy

At Qatr Elnada, we pride ourselves on delivering 100% natural, premium-grade herbs and agricultural exports. Because our products consist of natural dried botanical goods, our returns and exchanges process is carefully structured to uphold strict safety, hygiene, and export quality standards.

1. Eligibility for Returns & Replacements

Due to the perishable and natural nature of herbs and agricultural goods, returns or exchanges are accepted under the following conditions:

Damaged or Compromised Goods: The shipment arrived damaged, unsealed, or compromised during transit.
Incorrect Item: You received a product, cut grade, or batch different from your confirmed purchase order.
Quality Discrepancy: The batch fails to match pre-approved laboratory parameters or agreed specifications.

Note: We cannot accept returns or offer refunds for items that have been opened, modified, stored under improper environmental conditions, or altered after delivery.

2. Notification Window

To be eligible for a return, replacement, or claim refund:

You must inspect the order upon arrival and contact us within 48 hours to 5 business days of receiving the delivery.
For bulk freight/export shipments, any quality claims must be submitted alongside relevant official inspection reports or photographic evidence within 7 business days of port clearance.

3. Claim Process

To initiate a return or replacement request, please follow these steps:

Submit Evidence: Contact our team at support@qatrelnada.com with your order/invoice number, clear photo or video proof of the issue, and batch details.
Review & Approval: Our quality assurance team will inspect the claim within 2 to 3 business days.
Return Authorization: If approved, you will receive instructions on returning the batch or preparing it for inspection.

4. Refunds & Replacements

Once your returned items or quality claims are verified and approved:

Replacement: We will dispatch a replacement order or bulk shipment at the earliest available harvest or processing window.
Refund: If a replacement is not feasible, a refund will be processed back to your original payment method within 7 to 14 business days.
Freight & Handling Fees: Shipping fees and phytosanitary processing charges are non-refundable unless the return is due to an error on our part (e.g., damaged or incorrect goods sent).

5. Order Cancellations

Standard Orders: Cancellations are accepted free of charge if requested before the shipment has been dispatched or processed for export clearance.
Custom / Bulk Export Orders: Once custom processing, sorting, or phytosanitary certification has commenced, cancellations may be subject to a restocking or processing fee.

Contact Us

For any questions regarding order issues, claims, or quality assurances, please reach out to:

Email: support@qatrelnada.com
Website: qatrelnada.com