Last updated: 23 October 2026
This policy explains what happens if something is not right with an order from Abdul Aziz for Fruits and Vegetables W.L.L. ("Abdul Aziz", "we", "us"). Fresh fruits and vegetables are perishable, so the steps below are designed to be fair to you and to keep our produce safe. Nothing in this policy limits your rights under the laws of the State of Qatar, including Consumer Protection Law No. 8 of 2008.
1. Check your order on delivery
Please check your order when it arrives, preferably in front of our delivery driver: the items, quantities, freshness and condition. If something is wrong, tell the driver at once and ask them to note it on the delivery note. Please keep the produce in the condition it arrived in until we have looked at your report.
2. When you can return or claim
We will accept a claim, and replace, credit or refund as set out below, if your order:
- arrives damaged, spoiled, rotten, bruised or otherwise unfit for sale or consumption;
- is not what you ordered (wrong item, wrong variety or grade);
- has items or quantities missing compared with your order or delivery note; or
- does not match the description given on our website or in our written offer.
3. How long you have to report
- Report at delivery to our driver, or
- within 24 hours of delivery by phone, WhatsApp or email, with your order number and clear photos of the produce and, if possible, of the delivery note.
Fresh produce deteriorates quickly and we need to check the cold chain and the batch while it is still possible. Claims reported later may still be considered where the defect could not reasonably have been seen earlier.
4. What we will do
Once we confirm the problem, we will offer, at your choice where the law gives you that choice:
- a replacement of the affected items, delivered as soon as possible;
- a credit on your account or against your next delivery; or
- a refund of the price of the affected items (and the delivery charge, if the whole order was not as ordered).
Where you paid cash on delivery, we will refund by bank transfer, or by deducting the amount from your next order, as you prefer. Refunds are made within 7 working days of our confirming the claim. We may collect the affected produce for inspection.
5. What we cannot accept
Because fresh food must not be re-sold once it has left our cold chain, and we cannot check how it was stored afterwards, we are unable to take back produce simply because you changed your mind, ordered too much, or no longer need it. We also cannot accept claims for:
- natural variation in size, shape, colour, ripeness and taste that is normal for the product;
- produce that was damaged, stored incorrectly or left unrefrigerated after delivery; or
- claims made without any evidence of the problem, where the produce is no longer available to inspect.
This does not affect your statutory rights regarding defective or non-conforming goods.
6. Cancelling an order
- If you have an account, you can change your order within 15 minutes and cancel it within 5 minutes of placing it, from the My Orders page.
- After that time we may already be picking, packing or dispatching your order. Please call us on +974 4468 7022; we will do our best to help but cannot always cancel an order that is already prepared or on its way.
- If we cancel an order (for example, an item is out of stock), nothing is charged and, if you have paid anything in advance, it will be refunded in full.
7. Refused or failed deliveries
If you refuse a delivery without a valid reason under this policy, or no one is available to receive it at the agreed place and time, we may charge the delivery fee and may ask for payment before accepting future orders.
8. Wholesale, hotel, restaurant and corporate customers
The same inspection and 24-hour reporting rules apply. Please sign the delivery note only after checking, and record any shortage or damage on it. Credit terms, price adjustments and returns for contract customers follow the written agreement with us; where it is silent, this policy applies.
9. How to contact us
Phone +974 4468 7022 (sales +974 7048 0068), email [email protected], or write to us at Zone 91, Street 3122, Building 342, Birkat Al Awameer, Doha, Qatar. We aim to reply the same working day.
If we cannot resolve your complaint, you may also contact the Consumer Protection Department of the Ministry of Commerce and Industry of the State of Qatar.