How returns, refunds, and Return-to-Origin (RTO) shipments are handled for orders placed through Nadraq and fulfilled from our Doha warehouse.
Last updated: 29 August 2026This policy explains when a buyer can return an item, how refunds are issued, and what happens when an order cannot be delivered and is sent back to the seller — a Return to Origin (RTO).
Returns must be requested within 7 days of delivery. Items must be unused, in original packaging, with tags and accessories intact.
Buyers can raise a return request from their order history, stating the reason and attaching photos if the item arrived damaged. Once approved, a pickup is scheduled from the delivery address, or the buyer may drop the item at a designated collection point in Doha.
Refunds are issued once the returned item passes warehouse inspection, typically within 48 hours of receipt. Refunds go back to the original payment method; for cash on delivery (COD) orders, the refund is issued as store credit or bank transfer, whichever the buyer selects during the request.
An RTO occurs when a shipment cannot be delivered to the buyer and is sent back to the seller's inventory at the Nadraq warehouse. Common causes include:
Courier makes up to 3 delivery attempts, with the buyer notified before each one.
After the final failed attempt, the order is flagged RTO and routed back to the Doha warehouse.
The returned parcel is checked for condition and reconciled against the original order.
Sellable items are restocked into the seller's inventory automatically; damaged items are reported with photos.
A return shipping fee applies to RTO parcels and is deducted from the seller's next payout, in line with the seller's active subscription tier. Sellers can view RTO fee breakdowns under the payouts section of their dashboard.
Nadraq may waive RTO fees where the failed delivery is caused by courier error rather than buyer unavailability. Disputed RTO charges can be raised through seller support for review.
For questions about a specific return or RTO case, reach out with your order number.