Refund & Return Policy

Last updated: February 13, 2026

Refund & Return Policy

Last updated: 13-02-2026

1. Overview

Renew is an online marketplace connecting buyers and sellers of pre-loved items in Qatar.

Renew is not the seller of listed items and does not own, inspect, or store products.

All transactions occur directly between users through the Renew platform.

2. Item Condition

All items are sold “as-is” unless otherwise explicitly stated in the listing.

Buyers are responsible for reviewing item descriptions, photos, and details before completing a purchase.

3. Item Receipt Confirmation (OTP)

Receipt confirmation is completed only via OTP (One-Time Password) verification on the Renew platform.

The buyer must confirm receipt only after physically receiving the item.

4. 24-Hour Review Window

The 24-hour review window begins immediately after OTP confirmation.

Buyers have 24 hours to inspect the item and report an issue using the “Report an Issue” feature.

If no issue is reported within 24 hours, the transaction is considered final and funds are released to the seller.

5. Valid Reasons for Reporting an Issue

An issue may be reported if:

• The item significantly differs from its description
• The wrong item was received
• A major defect was not disclosed in the listing

All cases are reviewed by Renew based on the information provided.

6. Order Cancellation

Cancellation requests after item handover are subject to the 24-hour review window and must comply with this Refund & Return Policy.

Cancellation is not guaranteed and is reviewed on a case-by-case basis.

7. Returns

Returns are not automatically guaranteed and are reviewed individually.

If a return is approved:

• The buyer must follow Renew’s return instructions
• The buyer is responsible for arranging the return
• Unless otherwise determined by Renew, the buyer shall bear all return-related costs, including transportation or delivery fees

8. Refunds

If a refund is approved:

• The refund will be processed through the original payment method
• Processing times depend on the payment provider
• Renew reserves the right to make the final decision in dispute cases, subject to applicable law

9. Non-Refundable Situations

Refunds may be denied in cases of:

• Change of mind
• Personal preference
• Minor wear consistent with pre-loved items
• Issues clearly disclosed in the listing
• Failure to report the issue within 24 hours

10. Dispute Resolution

Renew may assist in resolving disputes between users but does not guarantee outcomes beyond enforcing platform policies.

11. Abuse of Policy

Renew reserves the right to reject refund requests, withhold funds, or suspend accounts in cases of abuse, fraudulent activity, or repeated policy violations.

12. Policy Updates

This policy may be updated at any time. Continued use of Renew indicates acceptance of the updated policy.

13. Contact

Email: renewstoreqa@gmail.com