Terms and Conditions

Please read these conditions carefully before placing an order for any products with the Merchant ("We" or "Us", wherever applicable) on the MenaHub.com (“Our”) (the website).  The website MenaHub.com is an online platform that enables you to purchase products listed on the website at the price indicated therein at any time from any location within Qatar. You further agree and acknowledge that MenaHub is only a facilitator and is not and cannot be a party to or control in any manner any transactions on the website. Accordingly, the contract of sale of products on the website shall be a strictly multilateral contract between you and the sellers on MenaHub.com. These conditions signify your agreement to be bound by these conditions.

In addition, when you use any current or future MenaHub.com service, you will also be subject to the terms, guidelines and conditions applicable to that service ("Terms"). If these Conditions of Sale are inconsistent with such Terms, the Terms will control.

Information about us and our contact address can be found here.

By registering on our website, and by placing an order from your virtual shopping basket, you will be asked to confirm in the checkbox that you accept these terms and conditions, and thus you will be deemed to have accepted these terms and conditions if you place your order. If you do not agree with any of these terms and conditions, you must not order from us.

The use of our website is furthermore governed by our Website Use Terms that are available here.

Furthermore, our Privacy Policy will apply which can be found here. The headings of these terms and conditions are for your convenience only and do not limit or otherwise affect these terms.

Offering & Ordering :

When you place an order request on a product from us, you will receive an e-mail with your order request summary containing the details of your order (the "Order Request E-mail"). The Order Request E-mail is an acknowledgement that we have received your order.

Post which, after a stock availability verification, you will be notified (the “Order Confirmation E-mail”) but this does not confirm acceptance of your offer to buy the product(s) ordered. We only accept your offer and conclude the contract of sale for a product ordered by you, when the product is shipped to you and an e-mail confirmation is sent to you that the product has been shipped to you (the "Shipping Confirmation E-mail").

You may receive a separate Shipping Confirmation E-mail for each package, and each Shipping Confirmation E-mail and corresponding shipments will conclude a separate contract of sale between you and us for the product(s) specified in that Shipping Confirmation E-mail. 

You are responsible for the submission of correct information in your order, such as your billing information, the delivery address, and other useful information in relation to the delivery.

We reserve the right to discontinue any product or service at any time. You can cancel your order request within 5 minutes from the time of placement. You can cancel your confirmed order within 4 hours by contacting us.

Pricing and availability:

We list availability information for products sold by our merchants on the website. Our merchants cannot be more specific about product availability. Please note that shipping estimates are just that. They are not guaranteed shipped times and should not be relied upon as such. As we process your order request, you will be informed by e-mail if any products you order turn out to be unavailable. 

The prices of the products or services listed by our merchants are subject to change without notice. Merchants can set their own prices for the items they sell on MenaHub.com. Prices for similar or identical items from other sellers can vary.

We do not guarantee that indicated prices will remain applicable during a certain period of time. Please note that this price may differ from the price shown for the item when you first placed it in your cart. Placing an item in your cart does not reserve the price shown at that time. It is also possible that an item's price may decrease between the time you place it in your basket and the time you purchase it.

All our prices are stated in Qatari Riyal (QAR).

Any promotions and discounts will be valid only during the indicated period and in accordance with the Law.

You are solely responsible for any and all charges for Internet access, data usage, mobile charges and/or any other charges incurred for the access to, and use of, our services.

The indicated price of a product that is displayed on our website or catalogue does not include the delivery charges nor the taxes (if applicable) that are eventually due, which will depend on the place of delivery and the delivery method that you choose. The final price, including the applicable charges, will be indicated and added during the checkout of the virtual shopping basket, immediately before the order.

Payment Methods:

Payment will be done in the currency Qatari Riyals (QAR).

We accept the following payment methods, subject to changes from time to time:

credit card (Visa, American Express, Mastercard)
debit card
cash payment on delivery (COD).
The chosen preferred mode of payment will be indicated by the consumer during the ordering process at the checkout of the virtual shopping basket. Payment information, such as credit/debit card details, will be sent encrypted using the SSL technology.

If you choose a payment option that involves a third-party payment service provider, such as a credit card issuer or other service providers whose services are available through our website, the terms and conditions or schemes of that payment service provider will apply to your payments and to your purchase, insofar this is indicated by the payment service provider. We do not offer more rights, remedies or warranties than those provided by the payment service provider and you are advised to read their terms and conditions carefully. We are not liable for actions or negligence of payment service providers.

Cancellation, Returns and Refund Policy:

This Cancellation and Refund Policy (“Policy”) is a part of, and must be read along with, the Terms of Use and the Privacy Policy. The terms used but not defined in this Policy shall have the meanings ascribed to them in the Terms of Use and the Privacy Policy. This Policy applies to a purchase made by you over the Platform.

We are committed to providing a superlative purchase experience to our customers. However, there may be instances where a customer may wish to cancel their order with us or to seek a refund against their purchase. This Policy is applicable in all such cases and contains the exclusive provisions pertaining to cancellation and refunds.

Contents
1. Cancellation Policy
2. Returns Policy
3. Refund Policy

1. Cancellation Policy
You may cancel an order within One (1) day from the earlier of (a) the date on which you have placed the concerned order, and (b) the date on which the order is delivered to you. As each order is processed through an active supply chain, we will be unable to cancel order after the time period specified above.

2. Returns Policy
We endeavour to ensure that the products you order are delivered according to your specifications. However, in a rare case, if you receive a shipment which contains (a) incomplete order, (b) an expired product, (c) a defective or damaged product, or (d) an incorrect product, then you may return the product to us by following the procedure set out below. Do note that certain products may be non-returnable. The description of the product on the Website will specify whether or not the concerned product is returnable. We request you to kindly verify the status of the product before placing your order, to avoid any inconvenience.

Return requests must be communicated to us by email at response@menahub.com within three (3) days from the date of receipt of the shipment. Please note that refunds cannot be processed thereafter, regardless of the reason.

Your email requesting return must specify the following details: (a) our invoice number, (b) the date of delivery of shipment, (c) the description of the product being returned, (d) the reason for the return, and (e) whether you wish a replacement or the cancellation of your order in respect of the concerned product being returned. We may get in touch with you to ascertain further details. Returns are accepted subject to verification of the reason specified by you.

The product must be returned to us in its original packaging and together with all identification tags, accessories and materials as were provided with the product at the time of its delivery. The product should be received by us in the same condition as received by you. Kindly ensure that the return package is appropriately sealed as any damage in transit will continue to be your responsibility. The cost of shipping the product back to us is to be borne by you in case the product delivered was in a usable condition.

Accessories, bags, blouses, under garments and footwear are non-returnable and non-exchangeable. Sarees with stitched blouses are also non-returnable. Customized & personalized products are non-returnable. For all other products please refer to the product page for specific return terms. Products must be in original condition and include all labels & tags intact.

Unfortunately, if you have to cancel, you can take the action within 24 hours of placing your order. If it hasn’t been dispatched yet, the amount will be given as a website credit or refund. If not estimated within 24 hours, the amount will be given as a website credit only. Email us at response@menahub.com with your order number and email id. Order Cancellations are accepted within 24 hours of you placing the order. Also, please share feedback/reason for cancellation

3. Refund Policy
In case of cancelled orders or returned products, you may seek a refund of the purchase price paid. Unless otherwise agreed, refunds will be processed as credit notes. You can utilise credit notes as a means to pay the price of your subsequent purchases over the Platform.

In cases where refunds have been agreed to be processed in cash, we will refund the purchase price of the concerned product by credit to the same mode which was used by you to remit the payment for the concerned order. This process may take 10-14 days, depending on the mode of payment used by you at the time of placing the concerned order.

Please note that costs other than the purchase price, such as packaging and shipping fees, are not eligible for a refund. In the case of order cancellation after delivery, a deduction equivalent to 16% of the product value or QR 100, whichever is lower, will be applied to cover associated pick-up and delivery charges.

Shipping Policy:

This Shipping Policy (“Policy”) is a part of, and must be read along with, the Terms of Use and the Privacy Policy. Terms used but not defined in this Policy shall have the meanings ascribed to them in the Terms of Use and the Privacy Policy.

Contents
1. Terms of Shipping
2. Manner of Delivery
3. Delays in Delivery
4. Customer Grievance Support

1. Terms of Shipping
We may engage third party logistics service providers (“Logistics Partner”) for the delivery of your purchase. Shipping is subject to the availability of the service network of our Logistics Partners at your delivery address. We will inform you if we are unable to service the delivery location of your product. We will provide you the details of the Logistics Partner assigned to deliver your product and the tracking details of the concerned consignment, which you may use to ascertain the delivery status of the consignment.

2. Manner of delivery
We will attempt to have the purchased product delivered to your address within the estimated time of delivery. It is your responsibility to make arrangements to receive the delivery of the product at the address provided by you along with your order. Delivery of your product to your address will discharge us from any further obligation, including to verify the good standing of the person to whom the delivery is made. Our Logistics Partner will make a maximum of three (3) attempts to deliver the product at your address. In case the product cannot be delivered through these attempts, the product will be returned undelivered to us. In such a case, you may arrange to have the product picked up from our warehouse or may request for re-delivery at your address. The costs of such re-delivery if requested by you will be borne by you.

3. Delays in delivery
We make best efforts to deliver the product within the estimated time notified to you. However, you accept and acknowledge that the delivery may be delayed on account of (a) weather conditions, (b) logistical issues beyond our control, (c) political disruptions, strikes, etc. (d) an act of God - such as floods, earthquake, pandemic, etc., and (e) other similar reasonable circumstances. In case of such events, we will make reasonable effort to inform you about the delay. We disclaim all liabilities that may arise on account of such delay or our failure to notify you of such delays. We are under no obligation to compensate you for any claim that may arise on account of delay in the delivery of your product
.
4. Duty
Duties are not included in the price. Customers are responsible for paying any import duties, custom fees or local/VAT taxes. MenaHub.com will not reimburse these expenses. It is necessary to pay these in order to release your order from customs.

5. Return Charges
The return charges from the customer’s country to the source of the product’s / vendor’s country would be borne by the customer. The custom duty charges in the source of the product’s / vendor’s country would be deducted from the refunded amount. Customers are responsible for returning the item to us with tracking information by sending an email to response@menahub.com . The cost of return shipping and any customs fees will be the responsibility of the customer which are non-refundable.`

6. Customer Grievance Support
You may direct any queries or concerns relating to the shipping and delivery of Products as per this Policy to us at the below mentioned details:
• By email on response@menahub.com
• Contact No.: +974 31114248

Inspection at Delivery:

You are advised to inspect immediately the products at the time of delivery, and if that is not possible, at least as soon as is practicable.

If you would discover a defect or non-conformity for which you believe that we are accountable, you must notify us within 1 working day, failing which you will be deemed to have accepted the sold goods.

Warranty:

MenaHub.com does not provide any warranty on the products listed on the website, however, the warranty information provided by the merchant will be available on the product detail page. You can also access the warranty information on the respective manufacturer's website corresponding to the products.

Customer Requirements:

Notwithstanding any other requirements stated in our terms and conditions, you must fulfil the general requirements of this clause.

You must be over eighteen (18) years of age in order to be able to register and to purchase products or services. If we discover that you are not eighteen (18) years of age, we have the right to cancel any order made by you and to delete your record as a registered person.

You warrant that the details provided by you at the time of your registration or any other time, are correct and complete.

You may not purchase and/or use our products for any illegal purpose or in any illegal manner.

Password and Security:

When you register at the MenaHub.com website, you will create an identification code for login and a password. We urge you to use a password that is sufficiently original and that is not obviously linked to your person so that it can be guessed by third persons.

Every action and transaction, including any order, that is done using this login and password will be deemed to have been done by you, and you will be held responsible for such action.

Thus, it is essential that you keep the login identification and password confidential and that you will not disclose it to anyone, nor share it with other persons. If you allow certain other persons, such as family members, to access our website through your internet connection using your login identification and password, you must ensure that such persons are aware of the terms and conditions and that they comply with these terms and conditions.

If you believe that your password is no longer confidential nor secure, you must notify us immediately by contacting our customer services and we will enable you to change the password or to take other steps.

If we have reason to believe that there is likely a breach of security or misuse of our website, or that your password is being misused in any way, we may require you to change your password, and we may suspend your account if the password has not been changed. We will not be liable for any losses arising out of any unauthorized access to, or use of our services or purchases through your account.

Liability for Products or Services:

We will never be liable for any damage caused by our products or services other than personal damage to your health or your personal belongings, as well as that of your household; we will never be liable for any moral or commercial damage, nor for loss of opportunities.

In case of liability for products causing damage, we will not be liable if you can file a claim against the manufacturer or importer of the product directly, If we would be held liable notwithstanding our disclaimer we will only be liable up to the maximum liability assumed by the manufacturer or importer, and all disclaimers and exclusions expressed by the manufacturer or importer will apply to us as if these were formulated by us.

In case product(s) sold by our merchant contains a defect that creates a danger or risk to the health or safety of consumers, we will respect the legal framework for product recalls, and we will inform the market about the risks as the Law requires. If you would have purchased such a product, we ask you to follow the instructions for the return or repair of such product.

We will not be liable for damage caused by incorrect use or maintenance of a product, by an infringement on the conditions for the purchase or any instructions, warnings, age restrictions, or modifications to a product that were not approved by us.”

Exceptional Circumstances:

We will not be liable if we cannot execute our obligation, or if the execution would be so burdensome or expensive that we would risk a major loss, due to an exceptional event that we could not reasonably anticipate. In such circumstance, we will assess whether we can perform a delayed obligation when the circumstances would allow us to perform in a reasonable manner.”

Changes to the Terms and Conditions:

We are entitled to update and modify these terms and conditions from time to time. The fact that the terms and conditions have been updated will be notified to you by e-mail or via an announcement on our website.

The new terms and conditions apply to any purchases after the date of application thereof.

You are encouraged to review the terms and conditions before every subsequent purchase and by indicating that you have read the terms and conditions before placing your order, you are deemed to have accepted these terms and conditions that are currently applicable.

You can always download a version of our terms and conditions.

In case of discussions about the applicable version of terms and conditions in a particular point in time, the applicable version that we keep in our database as valid at a particular point in time.

Communications:

You may contact us using the telephone number, e-mail address, PO Box or address presented here.

We may contact you at the telephone number, e-mail address or address indicated by you at the time of your registration.

We have the right to send you commercial communications by e-mail if you have given specific consent for such use of your data. You will be able to withdraw your consent and to opt-out of such communications as is stated in our Privacy Policy.

Various:

If any clause of these terms and conditions is deemed unenforceable or will become unenforceable due to new legislation, it will be deemed null and void, and you and we will be deemed to accept a clause that is valid and is as close as possible to the content of the unenforceable clause.

You are not entitled to transfer any rights, any obligation, or any subscription to a third party without our prior written consent.

Applicable Law and Disputes

Our contractual relationship and the validity, interpretation and execution of these Terms and Conditions are governed by the Law of Qatar.

[The Court of Qatar] will have [exclusive] jurisdiction regarding disputes based on our contractual relationship.

Grievance Redressal Policy:

This Grievance Redressal Policy (“Policy”) lays down the process for attending to complaints and grievances.

Contents
1. Manner of grievance redressal
2. Escalation matrix
3. Grievance officer

1. Manner of grievance redressal
You may provide any complaint or feedback to us by an email to response@menahub.com. Please provide exhaustive context of your grievance along with the details of your purchase (if any) and the relevant dates and events. A clear communication by you will enable us to resolve the grievance more efficiently.

2. Escalation matrix
In case the grievance is not resolved within a reasonable time, you may escalate the matter as per the following matrix.
Level Authority Time for resolution Email
First Customer Satisfaction Officer Within 15 days from intimation response@menahub.com
Second Customer Satisfaction Manager Within 15 days from escalation
Third Operations Head Within 30 days from escalation

We are committed to make our best efforts to redress the grievance as expeditiously as possible.

3. Grievance officer
In case of any unresolved grievance, please contact us at the following details.
• Email: response@menahub.com
• Contact No.: +974 3111 4248