Return and Exchange Policy

At Vervane, your satisfaction and trust are important to us. We are committed to providing a clear and transparent return, exchange, and refund policy that respects our customers’ rights and complies with the applicable laws and regulations of the State of Qatar.

1. Return and Exchange Period

You may request a return or exchange within 14 days of receiving your order, subject to the following conditions:

  • The product must be unused, unopened, and in its original condition, with all original seals, packaging, and accessories intact, where applicable.

  • Products that have been opened, unsealed, used, or tested may not be eligible for return or exchange for hygiene and safety reasons, except where the product is defective, incorrect, or otherwise covered by applicable consumer protection laws.

  • The original packaging should be retained.

  • Your order number or proof of purchase must be provided.

All returns and exchanges are subject to the applicable consumer protection laws of the State of Qatar.

2. Exchanges

If you receive an eligible product and wish to exchange it, you may contact us within 14 days of receiving your order.

Exchanges are subject to product availability and the condition of the item. If the requested product is unavailable, our customer service team will assist you with the available options in accordance with this policy and applicable law.

For skincare, beauty, and personal care products, exchanges are generally limited to products that remain unopened, unused, and sealed, unless the item is defective or an exception is required by applicable law.

3. Skincare, Beauty, and Personal Care Products

Due to the hygienic nature of skincare, beauty, and personal care products, products that have been opened, unsealed, used, or tested may not be eligible for return or exchange for reasons of personal preference or change of mind.

This restriction does not limit your rights if a product is defective, damaged upon delivery, expired, incorrect, or does not conform to its advertised description or applicable requirements.

Any such case will be reviewed individually, and appropriate remedies will be provided in accordance with the applicable laws and regulations of the State of Qatar.

4. Defective, Damaged, or Incorrect Products

If you receive a defective, damaged, expired, or incorrect product, or an item that does not match your order or its advertised specifications, please contact us as soon as possible.

Our team will review your request and arrange an appropriate solution, which may include a replacement, return, or refund, in accordance with applicable consumer protection laws.

Vervane will cover the reasonable return, replacement, and delivery costs associated with defects, damage, or errors attributable to us.

Customers will not be charged additional fees for resolving issues that are our responsibility.

5. Delivery Fees

  • For eligible returns or exchanges due to a change of mind, personal preference, or other reasons not attributable to Vervane, the customer may be responsible for the applicable return or exchange delivery fees.

  • Any applicable fees will be communicated to the customer before the return or exchange is arranged.

  • For defective, damaged, expired, or incorrectly supplied products attributable to Vervane, the customer will not be charged additional return or replacement delivery fees.

  • Where a full refund is due to an error or defect attributable to Vervane, the refund will include the original delivery fees where required by applicable law.

6. Promotional Offers, Bundles, and Free Gifts

Products purchased as part of a promotional bundle or special offer may be returned or exchanged within the applicable return period, subject to the conditions of this policy.

Where a bundle includes multiple products or free gifts, all included items may need to be returned in their original condition for a full refund, where permitted by applicable law and the terms of the promotion.

If any item in a bundle is defective, damaged, or incorrect, Vervane will review the case individually and provide an appropriate solution that preserves the customer's statutory rights.

7. Refunds

Once the returned product has been received and inspected, we will notify you of the outcome of your return request.

Approved refunds will be initiated within 10 business days of approval, unless a different timeframe is required by applicable law.

Refunds will be issued to the original payment method whenever possible. The time required for the refunded amount to appear in your account may vary depending on your bank or payment service provider.

If a refund cannot be issued through the original payment method, our customer service team will contact you to arrange an appropriate alternative.

8. Order Cancellations

You may request to cancel your order before it is dispatched or handed over to the delivery company.

If your order has already been dispatched, please contact our customer service team. We will review the order status and advise you of the available cancellation or return options in accordance with this policy and applicable law.

Cancellation requests cannot always be guaranteed once an order has been processed or dispatched.

9. How to Request a Return, Exchange, or Refund

To request a return, exchange, or refund, please contact our customer service team and provide the following information:

  • Your order number.

  • The product name.

  • The reason for your request.

  • Clear photos or videos of the product and its packaging, if the item is damaged, defective, or incorrect.

Our team will review your request and guide you through the next steps.

Customer Service – WhatsApp:
+974 3168 5019

Store: Vervane

10. Consumer Rights

All consumer rights guaranteed under the applicable laws and regulations of the State of Qatar are reserved.

Nothing in this policy shall be interpreted or applied in a manner that excludes, restricts, or diminishes any statutory rights available to customers under applicable law.

Vervane reserves the right to update this policy when necessary, subject to applicable legal requirements.