Refund Policy
Refund and Return Policy
Last updated: 14 July 2026
This Refund and Return Policy applies to purchases made through the Ventry Trading online store.
Ventry Trading is operated by Ventry Trading LLC, a company registered and operating in the State of Qatar. We specialise in the sale of electronic products and related accessories.
We want customers to shop with confidence and understand clearly how cancellations, returns, exchanges, repairs and refunds are handled.
This policy forms part of the Terms and Conditions governing purchases from Ventry Trading. Nothing in this policy limits or excludes any mandatory consumer right available under the laws of the State of Qatar.
Cancellation Before Dispatch
A customer may request cancellation of an order before the product has been dispatched.
A cancellation request is subject to confirmation by Ventry Trading. An order will not be considered cancelled until the customer receives confirmation that the cancellation has been accepted.
Where an eligible order is cancelled before dispatch, Ventry Trading will initiate a refund of the amount paid for the cancelled product.
An order may not be cancellable where:
The product has already been dispatched.
Delivery has commenced.
The product was ordered or prepared specifically for the customer.
A digital licence, activation code or downloadable item has already been supplied.
A service connected with the product has already been completed.
Another lawful exclusion applies.
Any mandatory right available under Qatar law remains unaffected.
Cancellation of an Electronic Contract
Where a purchase contract is concluded electronically, the customer may have the right to rescind or terminate the contract within three days from the date on which the contract was entered into, subject to the conditions established by applicable Qatar law.
This right generally applies only where:
Ventry Trading has not fully performed the contract in a manner that fulfils its purpose.
The customer has not used the product.
The customer has not activated or registered the product.
The customer has not received a benefit or value from the product.
The product remains complete and in its original condition.
A cancellation request made under this provision will be reviewed according to the circumstances of the purchase and the applicable law.
This provision does not prevent Ventry Trading from offering a more favourable cancellation or return arrangement where appropriate.
Change-of-Mind Returns
Ventry Trading may accept a return requested because the customer changed their mind where the request is made within three days from the date of the electronic purchase contract and the legal conditions for cancellation are satisfied.
To qualify for a change-of-mind return, the product must:
Be unused.
Be uninstalled.
Be unregistered.
Be unactivated.
Be in its original condition.
Be returned in the original packaging.
Include all accessories, manuals, cables, chargers, promotional items and other components.
Have all original seals intact where applicable.
Show no signs of use, installation, damage or alteration.
Include valid proof of purchase from Ventry Trading.
Ventry Trading may inspect the product before approving the return.
A change-of-mind return may be rejected where the product no longer meets these conditions.
This restriction does not apply where the product is defective, unsafe, incorrectly supplied or does not conform to the agreed specifications.
Defective Products
A product may be considered defective where it does not operate as reasonably expected because of a manufacturing, material or technical defect that existed at the time of delivery.
Where a product is confirmed to be defective, Ventry Trading will provide an appropriate remedy in accordance with Qatar law.
The remedy may include:
Repair of the defect without charge.
Replacement with the same product.
Exchange for an appropriate equivalent product.
Refund of the amount paid.
Another remedy required under applicable law.
The appropriate remedy will depend on the nature of the defect, the product’s condition, the availability of replacement stock, the applicable warranty and the requirements of Qatar law.
Customers will not be charged for a repair, replacement, exchange or refund where the law requires the remedy to be provided without charge.
Products That Do Not Match the Description
A customer may request a remedy where the delivered product:
Is materially different from the product ordered.
Is a different model, colour, capacity or version.
Does not include an item expressly stated as included.
Does not conform to the specifications displayed at the time of purchase.
Was advertised using materially inaccurate information.
After verification, Ventry Trading may arrange:
Delivery of the correct product.
Replacement of the incorrect product.
Exchange of the product.
Refund of the amount paid.
Another remedy required by applicable law.
Minor differences in packaging, colour appearance or product presentation that do not affect the product’s identity, specifications, quality or functionality will not necessarily make the product non-conforming.
Incorrect Products
Where Ventry Trading delivers a product that the customer did not order, the customer should not use, install, activate or alter the product.
Ventry Trading will arrange the collection or return of the incorrect product without charging the customer.
The customer will not be required to pay for a product that was not ordered or for the reasonable cost of returning a product delivered by mistake.
The correct product will be delivered where available. Where the correct product cannot be supplied, the amount paid for the affected product will be refunded.
Products Damaged During Delivery
Customers should inspect the external condition of the package and product as soon as reasonably possible after delivery.
Where a product arrives damaged, the customer should retain:
The product.
The original packaging.
All accessories and components.
Delivery labels.
Photographs or videos showing the damage.
Proof of purchase.
Ventry Trading may request reasonable evidence to determine whether the damage occurred before or during delivery.
Where delivery damage is confirmed, Ventry Trading may arrange:
Replacement.
Exchange.
Repair, where appropriate.
Refund.
Another remedy required by law.
The customer will not be charged return-delivery costs where the product was damaged before or during delivery.
Missing Products or Components
Where an order is missing a product, accessory or component expressly included in the purchase, the customer should notify Ventry Trading as soon as reasonably possible.
Ventry Trading will review the order, packing information and available delivery records.
Where the missing item is confirmed, Ventry Trading may:
Deliver the missing product or component.
Replace the incomplete product.
Exchange the product.
Refund the value of the missing item.
Refund the affected product where it cannot reasonably be completed.
Provide another appropriate remedy.
Inspection of Returned Electronics
Electronic products may require inspection or testing before a return, exchange, repair or refund is approved.
The inspection may verify:
The product model and serial number.
The reported fault.
The physical condition of the product.
Whether the product has been activated or registered.
Whether accessories or components are missing.
Whether the product has been modified.
Whether the damage resulted from misuse or accidental damage.
Whether the product is covered by an applicable warranty.
Whether the product conforms to the original order.
Inspection does not remove or reduce any mandatory consumer right.
Ventry Trading will communicate the outcome after the inspection has been completed.
Warranty Claims
Products covered by a manufacturer, distributor or Ventry Trading warranty will be handled according to the applicable warranty conditions and Qatar law.
Customers should retain the order confirmation, invoice and any warranty documentation supplied with the product.
A warranty claim may require:
Inspection of the product.
Confirmation of the serial number.
Diagnostic testing.
Submission to an authorised service centre.
Verification that the defect is covered by the warranty.
Where warranty service requires more than fifteen days and applicable Qatar law requires a temporary replacement product, an appropriate similar product may be provided for use during the repair period, subject to availability and the relevant legal requirements.
A commercial warranty does not replace or reduce mandatory consumer rights.
Repairs
Where repair is the appropriate remedy, Ventry Trading or an authorised service provider may inspect and repair the product.
Repairs covered by a legal obligation or valid warranty will be performed without charge where required.
The customer may be informed of:
The reported problem.
The inspection result.
The expected repair procedure.
The estimated completion period.
Whether parts must be ordered.
Whether the defect is covered.
Whether an alternative remedy is appropriate.
Where a covered defect cannot reasonably be repaired, another remedy may be provided in accordance with applicable law.
Replacement and Exchange
A replacement or exchange may be offered where:
The delivered product is defective.
The delivered product is incorrect.
The product was damaged before or during delivery.
The product does not conform to the agreed specifications.
Repair is not reasonable or available.
Another applicable return request has been approved.
A replacement will normally be for the same product, model and specifications, subject to availability.
Where the same product is unavailable, the customer may be offered an equivalent alternative. An alternative product will not be supplied without the customer’s agreement.
Where the alternative product costs more, the customer may be required to pay the difference only after agreeing to the replacement.
Where the alternative product costs less, the applicable difference will be refunded.
Refunds
A refund may be approved where:
An eligible order is cancelled.
A defective product cannot reasonably be repaired or replaced.
An incorrect product cannot be replaced.
A non-conforming product qualifies for a refund.
A product becomes unavailable after payment.
Delivery is delayed beyond the period permitted under applicable law.
Ventry Trading cancels a paid order.
Another refund is required under Qatar law.
Approved refunds will normally include the amount paid for the affected product.
Original delivery charges will also be refunded where:
The entire order is cancelled before dispatch.
The product was defective.
The product was damaged during delivery.
The incorrect product was supplied.
The product did not conform to the agreed specifications.
The refund is otherwise required by law.
Original delivery charges may not be refundable for an accepted discretionary change-of-mind return where the correct and non-defective product was delivered successfully, except where required by law.
Refund Method
Refunds will normally be issued to the original payment method used for the purchase.
Where a refund to the original payment method is not technically possible, Ventry Trading may arrange another appropriate refund method after completing any necessary verification.
Customers should not provide complete payment-card numbers, PINs, passwords or one-time verification codes when requesting a refund.
A refund does not require the customer to disclose confidential card-security information to Ventry Trading.
Refund Processing Time
Ventry Trading will normally initiate an approved refund within seven business days after:
A cancellation is approved.
The returned product is received and inspected.
A defect or non-conformity is confirmed.
A product is confirmed unavailable.
Another refund decision is finalised.
After Ventry Trading initiates the refund, the time required for the funds to appear in the customer’s account may depend on the bank, card issuer or payment-service provider.
Bank and payment-provider processing periods are outside the direct control of Ventry Trading.
Partial Refunds
A partial refund may be offered where:
Only part of an order is affected.
A missing component has an identifiable value.
The customer agrees to retain a product with a minor issue.
A promotional bundle is partially returned.
Another partial remedy is appropriate and accepted by the customer.
A partial refund will not be imposed where Qatar law requires a full refund or another remedy.
Return Delivery Costs
Ventry Trading will bear reasonable return-delivery costs where the return results from:
A defective product.
An incorrect product.
Delivery damage.
A product that does not conform to the agreed specifications.
A product recall.
Another matter for which Ventry Trading is legally responsible.
For an accepted discretionary change-of-mind return involving a correct and non-defective product, the customer may be responsible for the return-delivery cost.
Any customer responsibility for return-delivery costs will be communicated before the return is arranged.
Delivery Delays
Where Ventry Trading and the customer have not agreed to a different delivery period, the customer may terminate the affected contract if delivery or contractual performance is delayed for more than thirty days.
Where the customer lawfully terminates the contract because of such a delay, the customer will be entitled to a refund of payments made for the products or services affected by the delay.
Ventry Trading will make reasonable efforts to notify customers of a significant delivery delay or other difficulty that materially affects the order.
A customer may also accept a revised delivery date instead of cancelling the order.
Unordered Products
A customer is not required to pay for a product that was not ordered.
Where a product is delivered by mistake, Ventry Trading will arrange its return or collection without charging the customer.
The customer should keep the unordered product reasonably safe and should not intentionally damage, use, sell or dispose of it while return arrangements are being made.
Products Not Eligible for Discretionary Return
Subject to mandatory consumer rights, the following products may not be accepted for a discretionary change-of-mind return:
Products that have been used.
Products that have been installed.
Products that have been activated or registered.
Products with broken security or activation seals.
Products with missing packaging.
Products with missing accessories, manuals, cables or components.
Products with removed or altered serial numbers.
Products damaged after delivery.
Products altered or modified by the customer.
Special-order or customised products.
Digital licences or activation codes already supplied.
Downloaded digital products.
Software that has been opened, activated or registered.
Products that cannot be resold for health, hygiene, security or licensing reasons.
Products expressly identified as non-returnable before purchase where such a restriction is lawful.
These exclusions do not apply where the product is defective, unsafe, incorrectly supplied or does not conform to the agreed specifications.
Opened Electronic Products
Opening a product does not automatically remove the customer’s rights where the product is defective or non-conforming.
However, an opened electronic product may not qualify for a discretionary change-of-mind return where:
The packaging or security seal has been broken.
The product has been activated.
The product has been registered to an account.
Software or digital content has been accessed.
The product shows signs of use.
The product can no longer reasonably be sold as new.
Each request will be reviewed according to the product, its condition and the applicable legal requirements.
Activated Devices and Digital Licences
Electronic products may become linked to a customer account, telephone number, email address, manufacturer account or digital platform after activation.
Before returning an eligible activated device, the customer may be required to:
Remove personal accounts.
Disable device-locking features.
Remove activation locks.
Sign out of cloud services.
Erase personal information.
Restore the product to its factory settings.
Remove SIM cards and memory cards.
Provide necessary proof that the device is no longer linked to the customer.
Ventry Trading is not responsible for personal information left on a returned device.
Digital licences, activation codes and downloaded software may not be returnable after delivery, disclosure, activation or use, except where defective, incorrectly supplied or otherwise required by law.
Customer-Caused Damage
A refund, free repair or replacement may not be available where inspection confirms that the issue was caused by:
Accidental damage after delivery.
Misuse or abuse.
Liquid exposure not covered by the product’s specifications or warranty.
Incorrect installation.
Incorrect voltage.
Electrical surges.
Use of incompatible accessories.
Unauthorised repair.
Unauthorised modification.
Failure to follow instructions.
Neglect.
Normal wear and tear.
Cosmetic damage that does not affect functionality.
Removal or alteration of the serial number.
Malware or software installed by the customer.
Loss or theft.
This section does not apply where Ventry Trading or another responsible party caused the damage or where liability cannot lawfully be excluded.
Compatibility Issues
Customers should review compatibility information before purchasing electronic products and accessories.
A product will not normally be considered defective solely because it is incompatible with the customer’s existing:
Device.
Operating system.
Network.
Mobile frequency.
Charger.
Cable.
Application.
Software version.
Voltage system.
Accessory.
Other equipment.
This applies where the relevant specifications and compatibility requirements were accurately disclosed before purchase.
Where a product was incorrectly described as compatible, the customer may be entitled to a remedy.
Customer Responsibilities During a Return
The customer should take reasonable care of a product while a return request is being reviewed.
The customer should:
Stop using a reportedly defective product where continued use may cause damage or create a safety risk.
Keep the product and its accessories together.
Preserve the original packaging where reasonably possible.
Avoid attempting unauthorised repairs.
Follow reasonable return instructions.
Package the product securely for transport.
Remove personal information where appropriate.
Keep proof that the product was returned.
The customer remains responsible for backing up important personal data before submitting a device for inspection, repair, exchange or return.
Personal Data on Returned Devices
Electronic devices may contain personal information, photographs, documents, messages, accounts, payment information or other private content.
Before returning a device, the customer should:
Back up necessary information.
Sign out of personal accounts.
Remove device locks.
Delete personal data.
Remove SIM cards.
Remove memory cards.
Restore factory settings where possible.
Ventry Trading may need to reset or erase a device during inspection or repair.
Ventry Trading is not responsible for the loss of data stored on a returned or repaired device, except where such responsibility cannot legally be excluded.
Promotional Products and Bundles
Where a product was purchased as part of a bundle, promotion or gift offer, the customer may be required to return all products, accessories and gifts included in the offer to receive a full refund.
Where only part of a promotional order is returned:
The promotional discount may be recalculated.
The value of an unreturned gift may be deducted where lawful.
The refund may reflect the price that would have applied to the retained products.
Any adjustment will be explained before the refund is completed.
Mandatory consumer rights relating to defective or non-conforming products remain unaffected.
Refused Deliveries
Refusing delivery does not automatically guarantee a refund.
Where a customer refuses delivery without a valid legal reason, Ventry Trading may deduct reasonable delivery or return costs from an otherwise approved refund, where permitted by law.
Where delivery is refused because the package is visibly damaged, the incorrect product was sent or another valid issue exists, the customer should inform Ventry Trading promptly.
Failed Delivery Attempts
Where delivery cannot be completed because the customer supplied incorrect information, was unavailable or could not be contacted, Ventry Trading may arrange another delivery attempt.
A reasonable additional delivery charge may apply where the failed attempt resulted from circumstances attributable to the customer.
Where the order is returned to Ventry Trading, any refund will be assessed according to the product’s condition, delivery costs and applicable law.
Abuse of the Return Process
Ventry Trading may refuse a return or take reasonable protective measures where there is evidence of:
Fraud.
Submission of false information.
Replacement of a product with a different item.
Alteration of serial numbers.
Intentional product damage.
Repeated misuse of return rights.
Return of counterfeit or unrelated products.
Unauthorised payment activity.
Another unlawful or abusive practice.
This provision will not be used to prevent a genuine customer from exercising a lawful consumer right.
How to Request a Cancellation, Return or Refund
Customers may submit a request through the Contact Us or customer-support section of the Ventry Trading website.
The request should include:
The customer’s name.
The order number.
The product concerned.
The reason for the request.
A description of any fault or damage.
Relevant photographs or videos where appropriate.
Ventry Trading may request additional reasonable information needed to verify and process the request.
Customers should not send a product back before receiving return instructions.
Return Authorisation
After reviewing a request, Ventry Trading will provide instructions where the product is eligible for inspection or return.
The instructions may include:
The approved return method.
Packaging requirements.
Collection arrangements.
The return location.
Supporting information required.
Whether return-delivery costs will be covered.
Any steps required to remove accounts or personal information.
Receiving return instructions does not necessarily constitute final approval of a refund. Final approval may depend on inspection of the returned product.
Processing Returned Products
After a returned product is received, Ventry Trading may:
Verify the product and serial number.
Check the product’s condition.
Confirm that all components are included.
Test the reported fault.
Review warranty coverage.
Determine whether the product was used or altered.
Decide the appropriate remedy.
The customer will be informed of the result and the next step after the review is completed.
Refund Notification
When a refund is approved and initiated, Ventry Trading will provide a confirmation through the contact information associated with the order.
The confirmation may include:
The refunded order or product.
The approved refund amount.
The original payment method.
The date the refund was initiated.
Any relevant payment-processing information.
Customers should allow their bank or payment provider sufficient time to process the transaction.
Consumer Complaints
Ventry Trading aims to resolve cancellation, return and refund concerns fairly and professionally.
Customers are encouraged to contact Ventry Trading through the website’s customer-support channel before escalating a dispute.
Nothing in this policy prevents a customer from submitting a complaint to the competent consumer-protection authority in Qatar or exercising any other mandatory legal right.
Changes to This Policy
Ventry Trading may update this Refund and Return Policy to reflect:
Changes in Qatar law.
Regulatory requirements.
Changes to products or services.
Changes to payment or delivery methods.
Operational improvements.
Customer-service improvements.
The updated policy will be published on the website with a revised “Last updated” date.
The version that normally applies to a purchase is the version available when the customer placed the order, unless a mandatory legal change requires otherwise.
Governing Law
This Refund and Return Policy is governed by the laws of the State of Qatar.
Where any provision of this policy conflicts with a mandatory consumer-protection requirement under Qatar law, the mandatory legal requirement will prevail.
Our Commitment
Ventry Trading is committed to:
Providing accurate information about electronic products.
Handling valid cancellation requests fairly.
Providing appropriate remedies for defective or non-conforming products.
Processing approved refunds without unnecessary delay.
Protecting mandatory consumer rights.
Maintaining clear and transparent return procedures.
Complying with the applicable laws of the State of Qatar.
